Connectivity
Connectivity and managing Your Comcast Business network
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rmccoy23
New Member

How do I report a level 3 internet issue; Having trouble getting to a website

How do I report a level 3 internet issue?  We've been having an intermittent problem getting to our website hosted on a GoDaddy server (possibly in CA) and we are located in MA.  The connection to the website has been timing out off and on since Friday and the traceroute below shows a problem around lines 7-8 where the connection time just slows down tremendously.  I called your support line and have the following ticket opened:  CR879153711.  I wanted to reach out to you here as well so that I could include the traceroute results trying to access our website sterlingmovingsystems.com (IP: 184.168.27.204)

 

01   01ms   core-208-82-180-1.tn.knx.lnhosting.com                     

02   01ms   static-69-73-35-57.knology.net                             

03   01ms   dynamic-75-76-227-98.knology.net                           

04   07ms   dynamic-75-76-40-1.knology.net                             

05   07ms   user-75-76-127-175.knology.net                             

06   07ms   10-1-2.ear1.Atlanta2.Level3.net                            

07   49ms   4.28.83.74                                                 

08   114ms   148.72.32.7                                                

09   49ms   be38.trmc0215-01.ars.mgmt.phx3.gdg                         

10   49ms   ip-97-74-255-129.ip.secureserver.net                       

11   49ms   p3nw8shg386.shr.prod.phx3.secureserver.net                 

12   49ms   p3nw8shg386.shr.prod.phx3.secureserver.net                 

 

 

Ryan McCoy

Sterling Corporation

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Community Manager
Community Manager

Re: How do I report a level 3 internet issue; Having trouble getting to a website

Hey there! Thank you for taking the time to reach out to the Comcast Digital Care team! I am sorry to learn about the level 3 internet service issue. As a consumer myself, I understand the importance of having a reliable internet connection. Let’s get that fixed. Would you mind sending me a private message with your first/last name, address, and account number or phone number so I can take a look at what’s going on? –Gabriel

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Official Employee

Re: How do I report a level 3 internet issue; Having trouble getting to a website

Thanks for the update. It seems like this is happening pretty consistently. What troubleshooting steps have you tried thus far? -Rob K. 

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