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Connectivity issue - intermittently drop to internet

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KM
Visitor

Connectivity issue - intermittently drop to internet

Hello comcast support team,

 

Like other people's problem, we also have connectiviy issues.

We lose internet connectivity intermittently 3 or 4 times in an hour, from 30 sec to 1 min.

 

To find out the problem, we traced the route to google.com and ping every hop from the

closest hop one by one.

There was no lost at the gateway but we found lost occurred at next hop (98.248.116.1).

 

Please fix this problem or tell me the workaround. I've got the ticket number of this matter already.

 

Regards,

Ken

 

Accepted Solution

Re: Connectivity issue - intermittently drop to internet

by KM

Hello Comcast_John,

 

Thank you for dispatching a local agent. He came yesterday afternoon and change the cable modem.

There's been no packet loss since changing the modem.

 

He said the modem that set at first was the newest modem which is IPv4 & IPv6 compliant.

The current modem is the previous version which is IPv4 compliant. The newer one might have some deficiency.

 

Thanks,

Ken

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Accepted Solution

Re: Connectivity issue - intermittently drop to internet

Reading the posts regarding the intermittent drop of internet, my symptoms are identical, dozens of techs over the last year have come out and they all say pretty much the same, "Your signal is great but you have a profound packet loss.Nothing I can do but will send in a service request".   Trouble is, it never seems to get fixed and on a bad day the net drops off about 10-20%, several months ago it once was down for a full week, very frustrating and costing me money.   One issue I keep hearing from the techs is that Century Link Prism customers are sometimes back feeding into the system causing this issue.  The benefits sold to me for Business Class are really thin.    I tried to capture the gateway using Http:// 10.1.10.1 and even tried using 49.112.50.65 but was not successful.  The modem is a Arris modem CM820 for net only no phone.  

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Community Manager
Community Manager

Re: Connectivity issue - intermittently drop to internet

Welcome Ken.  We have updated you ticket info with you post.   However the IP address in your post is that of your gateway.  This points to an issue between your device and the gateway.  If the issue persist with different computers directly connected to the gateway a service call can be scheduled for equipment issues. 

 

Thank You

KM
Visitor

Re: Connectivity issue - intermittently drop to internet

Hello Commcast_John,

 

Yes, the issue still persists even if all of our fomputers office computers directly connect to the gateway.

Please schedule equipment issues.

 

Regards,

Ken

Community Manager
Community Manager

Re: Connectivity issue - intermittently drop to internet

HI KM.  We have referred this issue to the local dispatch center for followup.  A local dispatch agent will followup to schedule a service call.

 

Thank You

KM
Visitor

Re: Connectivity issue - intermittently drop to internet

Hello Comcast_John,

 

Thank you for dispatching a local agent. He came yesterday afternoon and change the cable modem.

There's been no packet loss since changing the modem.

 

He said the modem that set at first was the newest modem which is IPv4 & IPv6 compliant.

The current modem is the previous version which is IPv4 compliant. The newer one might have some deficiency.

 

Thanks,

Ken

Bstrspop
New Member

Re: Connectivity issue - intermittently drop to internet

Reading the posts regarding the intermittent drop of internet, my symptoms are identical, dozens of techs over the last year have come out and they all say pretty much the same, "Your signal is great but you have a profound packet loss.Nothing I can do but will send in a service request".   Trouble is, it never seems to get fixed and on a bad day the net drops off about 10-20%, several months ago it once was down for a full week, very frustrating and costing me money.   One issue I keep hearing from the techs is that Century Link Prism customers are sometimes back feeding into the system causing this issue.  The benefits sold to me for Business Class are really thin.    I tried to capture the gateway using Http:// 10.1.10.1 and even tried using 49.112.50.65 but was not successful.  The modem is a Arris modem CM820 for net only no phone.  

Community Manager
Community Manager

Re: Connectivity issue - intermittently drop to internet

Welcome Bstrspop.  We referred this to our service team.  There does appear to be an issue with the device. We can contact the Local Dispatch center to schedule a service call to have the Arris replaced with a business gateway.  The Arris CM820 is normally used for residential services and typically has the manufactures default LAN IP of 192.168.2.1.

(Type “192.168.2.1” into your Web browser’s address bar and press “Enter” to open the Arris router’s status page.

Click the “Log In” button at the top of the page.

Type your router’s password into the “Password” box and click “Submit.” Leave the password box empty if you haven’t set a custom password.)

Please let us know if we need to have a service call scheduled for you.

 

Thank You

Bstrspop
New Member

Re: Connectivity issue - intermittently drop to internet

I doubt if it is the router as we went through a number of the "Business Class types", the Arris although not perfect works fine when your system is delivering a good signal.  Tried the 192.168.2.1, but could still not open the router.  A day or so after my posting the service has improved to a point with few if any noticed outages, amazingly all without the aid of a tech here at the office or a modem switch.  This brings me back to my hypothesis that the cause of the outage must be on your side of the fence and continually sending service techs is more busy work rather than any solution to the problem.  To express it kindly, Comcast is attempting to provide 21st century service with 20th century equipment