Hi, I'm a recent BizClass subscriber for two sites (but long-time residential user at one of them.) I switched to BizClass because of awful support on residential lines -- it would work 99% of the time, but if it ever went down, you couldn't contact anybody who knew any more than "reset your modem."
Anyway, in the few days I've had my second line (and occasionally on my first line), I see short connectivity problems. They look like network / routing issues, because I can often reach some sites (by IP address, if not by name) while other sites are inaccessible. I don't believe it's an issue with the other end of the connection, because it'll happen on big sites while I'm interacting with them, as well as small sites and non-web connections such as SSH. The problems generally go away in a few seconds or minutes, with no corrective action on my part. However, it's pretty inconvenient because it means I have to stop whatever I'm doing and try to troubleshoot.
Calling support has not been helpful. It's true that BizClass support people are reachable and speak English, but so far, I haven't spoken with anyone who recognized or could troubleshoot a network issue. Invariably, they want to reset my modem and then run a speed test. The time spent doing that is generally enough for things to start working again, and the reset destroys any evidence that could be used to track down a routing problem.
Is there any way to reach somebody who cares about troubleshooting intermittent network problems like this, when a problem is happening?
It might be interesting run a program call "tracert" or "traceroute" to the sites that are not reachable at the same time that other sites are.
The output might indicate where the path to the inaccessable site is failing.
It souds like your using the address translator in the cable modem. Your symptoms are classic NAT over loading. What happens is every time you connect to a site you chew up a small amount of ram in the modem for a translation entry. Since the modem has limited memory it can only support a couple hundred translation entries. Normally the garbage colleciton and translation entry expiration in the router will clear the old entries and keep the memory in the translator from being overloaded.
But if you run bittorrent, or you have a machine behind it that's compromised with a virus, you can rapidly create so many translation entries in the router that it start dropping active entries, which you will experience as the symptoms you related.
if you regularly run bittorrent get a static IP on the account and run a real router behind the cable modem.
I just acquired some info on one of these connection issues. I used traceroute -n to obtain the following traces to well-known public sites that probably weren't down at the time:
vanadium:~ dhm$ traceroute -n woot.com traceroute: Warning: woot.com has multiple addresses; using 22.214.171.124 traceroute to woot.com (126.96.36.199), 64 hops max, 52 byte packets 1 172.23.32.254 4.351 ms 1.303 ms 1.317 ms 2 10.2.10.254 2.235 ms 5.983 ms 2.493 ms 3 188.8.131.52 11.665 ms 18.051 ms 14.606 ms 4 184.108.40.206 12.586 ms 11.696 ms 11.682 ms 5 220.127.116.11 12.591 ms 18.104.22.168 12.868 ms 22.214.171.124 11.590 ms 6 126.96.36.199 12.633 ms 188.8.131.52 12.381 ms 184.108.40.206 24.477 ms 7 220.127.116.11 16.987 ms 19.782 ms 18.104.22.168 15.972 ms 8 22.214.171.124 16.138 ms 17.394 ms 15.776 ms 9 126.96.36.199 29.135 ms 15.497 ms 15.928 ms 10 *^C
vanadium:~ dhm$ traceroute -n businesshelp.comcast.com traceroute to smb.g.comcast.com (188.8.131.52), 64 hops max, 52 byte packets 1 172.23.32.254 1.571 ms 1.323 ms 1.618 ms 2 10.2.10.254 1.900 ms 1.836 ms 1.997 ms 3 184.108.40.206 16.226 ms 12.663 ms 17.944 ms 4 220.127.116.11 13.674 ms 18.283 ms 12.161 ms 5 18.104.22.168 12.657 ms 36.815 ms 15.316 ms 6 22.214.171.124 20.862 ms 126.96.36.199 20.805 ms 188.8.131.52 16.953 ms 7 184.108.40.206 45.065 ms 45.851 ms 43.354 ms 8 220.127.116.11 65.899 ms 64.596 ms 64.444 ms 9 18.104.22.168 65.593 ms 65.917 ms 65.256 ms 10 22.214.171.124 64.233 ms 66.127 ms 67.106 ms 11 * * * 12 * * * 13 * * * 14 * * * 15 * * * 16 * *^C
It looks like routing loops and/or confusion within Comcast's network (which is what I suspected anyway). It was like this for 5-10 minutes just now, but seems to be resolved.
It would be wonderful if the Comcast backbone would settle enough that we don't have problems like this -- it's really frustrating, and Customer Service can't do anything about it by telling people to reboot their routers.
Neither of those traces shows a routing loop. And businesshelp.comcast.com is behind a firewall that blocks traceroute, your trace terminates at 126.96.36.199, which is the same place mine terminates at, and I am not seeing this problem.
Neither of those traces shows a routing loop.
OK, I'll give you that. But it doesn't change the underlying problem, which is that I (and apparently others) are seeing intermittent issues reaching some (but not all) other sites. In other words, I'll be surfing away, and some page-retrieval will hang. Other browser tabs will continue to work (i.e., I can load new pages into them), so the problem must be upstream of my local modem. (I know how to distinguish DNS hangs from TCP/IP problems, and these seem to be TCP/IP problems.)
Since it's intermittent, I know it's tempting for sysadmins to blow it off because it'll probably fix itself somehow pretty soon. But it happens often enough to seriously impact my work; I wish somebody would take the time to figure out what's going on and repair it.
Is it possible to run the tracert to the same targets when they _are_ accessible? You could compare the results to the "failed" output and see where they diverge. Letting traceroute resolve the IPs to hostnames (drop -n) could also be helpful.