Connectivity
Connectivity and managing Your Comcast Business network
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JasonColeman
Contributor

Intermittent drops since 12/12/2014

On Dec 12th, we had a series of brief power outtages here that appeared to also affect cable modem services in this area (power was restored but Internet service didn't come back up, and Comcast pages reported an outtage in my area).  Service was brought back quickly, but since then, I have been having seemingly random brief drops in my service, usually multiple times a day. What should I do about this?

 

Thanks!

8 REPLIES 8
Forum Contributor

Re: Intermittent drops since 12/12/2014

Call in and get a trouble ticket number assigned - the Comcast people in the forum here cannot help unless a trouble ticket is in the system.

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Trusted Forum Contributor

Re: Intermittent drops since 12/12/2014

Hello JasonColeman and welcome,

 

Please login to your Comcast Gateway using computer enet direct connect into one of the LanPorts 1-4, browser address 10.1.10.1, username=cusadmin, password=highspeed. Then go to Gateway Summary and provide us with your downstream and upstream channels signaling levels information especially when you are expereincing brief or otherwise drops.

 

Look forward to hearing from you.

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tylonbrew
New Member

Re: Intermittent drops since 12/12/2014

Same issues. In Seattle area, beginning 12/11 or 12/12 have been experiencing drops or outages 3-4 times per hour for 2-5 minutes per drop. Signal levels, when connected to upstream, all look nominal. Issue is definitely upstream based on extensive troubleshooting. Called Support, and after being mishandled for 15-20 minutes demanded to speak to a supervisor. This seemed to jump from outsource CRM drone to actual Comcast employee who told me this was an ongoing issue and there was a CR open (don't have the reference number here...). I don't care, it's still not fixed, and I cannot tolerate any more of these intermittent drops, I need the internet to work. Evaluating other local options for service. 

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Community Manager
Community Manager

Re: Intermittent drops since 12/12/2014

Hi tylonbrew.  We have engaged the Regional Support Center to investigate this issue.

 

Thank You

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DAlcatraz
Visitor

Re: Intermittent drops since 12/12/2014

Same problem here in Portland. Nobody from Comcast has admitted there is a problem as the modem looks fine from their side whether it is connecting or not. I finally just asked for a new modem (Netgear) and everything is fine. Was your problem resolved?

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ofarid
Visitor

Re: Intermittent drops since 12/12/2014

Hello, reporting problem from Mobile, AL. Intermittent problem, frequest service outage today, along with extremely slow speed. called Business support phone number to report problem, after going through all the steps on automated system when tried to get to the refresh signal option or trying to talk to a live person, phone getting disconnected, so unable to open trouble ticket.

 

Please help ASAP.

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Community Manager
Community Manager
Moved:

Re: Intermittent drops since 12/12/2014

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Community Manager
Community Manager

Re: Intermittent drops since 12/12/2014

Hello ofarid,

 

Welcome to the forum.

Sorry for the late reply to query.

Do you still need assistance for this issue if do please repost, so we may assist.

 

 

Thank you

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