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Connectivity and managing Your Comcast Business network
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Visitor

Intermittent disconnection of internet every week at the same time.

Network setup:  Running Comcast modem in bridge mode with static ip.  Have a Cisco firewall setup after the modem.  Wireless disabled.  Comcast modem/router model: TM608G.

 

I'm getting an issue that I've been experiencing for the past 5 months.  Every 7 days, there is a 5-15 minute time period where the internet is down.  The internal network is still working, but no one can access the internet and anyone with a VPN connection to our internal network gets disconnected.  The Online light which is always solid green every other time, is blinking during this time period.

 

Also to note, whenever there is a power outage here (happens at least once a month), the weekly outage resets to be exactly 7 days after the power outage.

 

I've checked our internal network, but I don't think there is anything that is causing the internet to drop.  I tried connecting a computer directly to the modem, bypassing our firewall and still no internet access.  I've called into Comcast multiple times, and had multiple technician visits, and no one seems to know what might be the problem.


Anyone have any ideas what might be going on?

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Official Employee

Re: Intermittent disconnection of internet every week at the same time.

Hello, how are you? I hope overall your day has been a good one! I am sorry you are experiencing this modem connection issue for about 15 minutes. I know this is impactful and hindering everybody on the network. I am thinking the modem is ranging or losing connection or it's updating. What time of day does this seem to happen? 

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Re: Intermittent disconnection of internet every week at the same time.

I have kept a list of this since it started happening early March.  The last few outages were the following:

2020-07-02Thursday1:55 pm - 2:00 pm
2020-07-09Thursday1:55 pm - 2:00 pm
2020-07-16Thursday2:00 PM - 2:09 pm
2020-07-27Monday12:28 PM - 12:35 PM
2020-07-27Monday12:50:00 PM- 12:55 PM
2020-07-28Tuesday2:28 PM- 2:31 PM
2020-08-03Monday1:04 PM -1:11 PM
2020-08-10Monday1:07:00 PM-1:14 PM
2020-08-14Friday4:15 PM - 4:20 PM

 

It does happen outside of works hours too, but this is only the outages for the past month.

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Official Employee

Re: Intermittent disconnection of internet every week at the same time.

Thank you so much for that information and can you confirm what troubleshooting step you have already taken? I do not want to take you through the same troubleshooting steps. 

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Re: Intermittent disconnection of internet every week at the same time.

We have tried the following:

 

1.) Modem reset

2.) Connect a machine directly to the modem outside of our firewall to test whether our firewall was causing issues.

3.) Technician came in and disabled firewall settings on the modem/router

4.) Technician came in and checked the coax cable from the comcast box to the modem/router

5.) checked whether machinery in the office was running at the time of the outage that may be causing interference.

6.) changed ethernet cable.

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Official Employee

Re: Intermittent disconnection of internet every week at the same time.

Hi! Thanks for spending your time today to reach out to Comcast for help with the internet service! My name is Gabriel and I am with a group of expert specialists who are dedicated to assisting customers with service concerns such as this and we have a variety of self-service options for troubleshooting as well! As a customer myself, I understand the inconvenience that is caused when you experience internet service issues! I see that you have been waiting for over 1 hour for a response and I appreciate you for the time you have been waiting! You have reached the perfect live specialist to assist! Would you mind sending us a private message with your first/last name, address, and account number for security purposes? This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in.

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