Connectivity
Connectivity and managing Your Comcast Business network
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Intermittent loss of internet connection multiple times a week

I run a problem with losing my internet connectivity multiple times a week. Sometimes, it's just a blip with 2-3 seconds loss, other times it goes down for upto 5 minutes. This happens 8-10 times a week at random times.

 

My cable modem is Arris Surfboard SB6190

 

When the issue is happening, I can see that my cable modem upstream channels are reduced from 4 to 1. The images below show the working and non working conditions.

Screen Shot 2020-07-21 at 3.30.31 PM.png

 

Screen Shot 2020-07-23 at 10.37.40 AM.png

The downstream channels appear fine during this time. Although I see a lot of uncorrectable errors.

 

Screen Shot 2020-07-21 at 3.30.45 PM.png

The status page shows things are fine, but I pings to the default comcast gateway for my subnet start failing during these outages.

Screen Shot 2020-07-21 at 3.30.39 PM.png

Here are the lgos from the cable modem during this time.

 

[removed image with account specific information from public forum]

 

Steps I have tried so far,

 

- Reboot my router and all network devices

- Power cycle the cable modem with a min between powering off and turning it back on

- Reprovision cable modem configuration using the Comcast automated system

- I have pings setup from a server to my router, comcast cable modem, comcast gateway and internet servers. During the failures, the pings to my router and cable modem work, but to the comcast gateway and internet servers fail.

 

None of them appear to help.

 

I called the support phone number but Comcast refused to troubleshoot saying that the modem is owned not leased, so they cannot do any further troubleshooting.

 

Can someone help me understand whats going on here? Is this an issue with my cable modem, the physical cable, or something to do with comcast?

 

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Hi! Thank you so much for your patience and for reaching out to Comcast for help with the internet service concern. You have reached the right place for help! Over social media, we are a team of expert specialists who are diligent in resolving internet service issues such as this. We are doing our very best to respond as quickly as possible during these challenging times. The great thing about reaching out to us is you can always go about your day and pick up from where we left off at any time for your convenience. Rest assured, you are in good hands! We want nothing more than to get this resolved for you as we understand how important it is to have a reliable internet service connection for your business. To further assist, would you mind clicking on my handle Comcast_Gabe and sending over a private message with your first/last name, address, and account number or a phone number linked to the account so I can take a look at what’s going on? 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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New Contributor

Re: Intermittent loss of internet connection multiple times a week

Thank you for reponding. I've sent yout a PM.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

I appreciate your reply, Pushkar. I know this intermittent connection is causing some huge headaches. I apologize for this and I will take the right actions to help get this connection issue resolved! Thanks for your help locating the account and for being a valued customer with us. It has been a pleasure serving you with Comcast Business internet for more than a year now. I have been at my location for more than five years now. Time sure does fly by! 

 

Let me take a closer look at your Arris modem and your signal quality so I can learn more about your connection. Even though this is an owned modem, we need to make sure your connection is dependable. Our aim will always be to provide the best internet service and online experience. Are you using the Comcast Business app to manage your service? 

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

I do not use the Comcast business app

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Thanks so much for taking the time to confirm that for me. I do recommend using it if possible. However, I can also recommend the business website for monitoring your billing and equipment and your speed levels. If you are interested in our app I want to make sure that you knew about our new business app, which can make your services so much more convenient! It is one of my favorite new features for our business customers! The mobile app is available for iOS, Android and Windows 8.  You can set up notifications for when your bill is ready. There’s a ton of great self-help stuff on that app. You can troubleshoot your services, request help, set up one-time automatic post-dated payments and, manage your plan. You can access more information on our business app through this link https://comca.st/3jDGqaR. let's get to the bottom of this intermittent connection. You mentioned the business gateway, I am showing the modem owned on the account, can you confirm the mac address on the modem for me to ensure that I am looking at the correct equipment? 

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

The cable modem MAC address is [removed account specific information from public forum]

It's visible in the screenshots of the cable modem logs page in my first post above.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Thanks so much for confirming that for me and I apologize for missing that in the screenshots, I was pretty focused on the log information that you sent over. So can you tell me a bit more about your set up? I am showing that this is a modem that you own, I am not showing a leased Gateway on the account at all. Can you tell me what other devices you have connected to the modem? 

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Re: Intermittent loss of internet connection multiple times a week

It's a standard home setup. The cable modem connects to a router/gateway, in my case its the Ubiquiti Enterprise Gateway Router with Gigabit Ethernet. The router thenconnects to a switch and three access points. I have a total of 5-10 wired and wireless devices connected to the access points and switch.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

I appreciate all your information. The more details we have, the better we can serve you. I can see your modem is online, but your modem is timing out and losing connection. I am very sorry to have to communicate this news, but I will always let you know what I can see. Does your modem connect to any splitters by chance? Or does it connect directly to the cable outlet on the wall? 

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

It connects directly to the wall outlet. I don't have cable TV and so no splitters anywhere in the house.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Thank you so much for your patience. Just to confirm, you are not noticing any internet service issues when connecting directly to the modem by passing the router. Does this sound correct?

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

The problem occurs regardless of whether I am directly connected to the cable modem or not.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

I appreciate you for providing these details. I also thank you for providing your information in a private message. I will do everything I can to help with a solution as quickly as possible. I will pull up the account and continue assisting you over private message.

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

Sounds good. Thank you.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

You’re welcome! I appreciate you for your time and patience, Pushkar. I also want to thank you for performing all those troubleshooting steps. We appreciate you greatly for your business for over 1 year at your location. We absolutely love you for your loyalty and for allowing us to provide you with our Business Internet 75 speed! Can you tell me when you first noticed the internet service issues?

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

This has been happening for about 2-3 months.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

I am sorry to learn about this experience, Pushkar. I definitely understand how important it is to have a reliable service for your business. We apologize for the inconvenience. Can you tell me if you are noticing speed issues in addition to the connectivity issue?

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

No. When its working, the speed is fine. The only problem is that it stops working intermittently.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Are you able to let me know when the last time is you lost connection? Everything looks good at the moment.

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Re: Intermittent loss of internet connection multiple times a week

I've attached a picture of all the outages in the last 30 days. As you can see, I can ping my router, but cannot ping the comcast gateway on my external IP address multiple times a day.

 

Can you please escalate this issue as I do not feel like we are making any progress here. I have provided all the information I can from my side.

 

[removed account specific information from public forum]

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New Contributor

Re: Intermittent loss of internet connection multiple times a week

Thank you for sending me a private message telling me that this is caused because I have too many devices in my network and that I should upgrade my internet connection speed. If that doesn't resolve the issue, you asked me to get a leased Comcast modem.

 

Here is my response:

 

The speed level has nothing to do with this outage. Even when I had a single device attached, the connection did go down. I have tested it by disconnecting everything and just leaving one device turned on. The problem did occur.

 

I don't want a leased modem. I own my own modem which is working and listed as a compatible modem in the Comcast documentation.

 

I need comcast to figure out a way to resolve this issue! Please escalate it.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Thanks for confirming that even when you had a single device attached, the connection did go down. Can you tell me if the connection is down at this time? I am someone who uses my own modem as well so I understand where you are coming from. I went through a similar experience where I requested a leased modem instead of purchasing a new modem at the time, only to troubleshoot and check if there were any issues with the new modem as well. After this exhausting all troubleshooting steps, I was able to confirm that there was an issue with my purchased modem. I ended up purchasing a new modem and returning the leased modem. Does this make sense? With a Comcast leased modem, we are able to offer more support and we are responsible for the equipment. We take care of all of the service and maintenance. With a purchased modem, we are limited on the troubleshooting steps that we can take. One example is we are not able to log in to the modems admin tool.

 

Another option is we can schedule a technician visit to troubleshoot onsite. During regular circumstances, I would schedule the first available technician right away. Repair visits are more limited because of the COVID-19 Pandemic. If your modem stays offline and you can't connect please let us know and we will schedule an appointment right away. I appreciate your patience and understanding during these challenging times.

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Re: Intermittent loss of internet connection multiple times a week

I am fine purchasing a new modem if there is any specific data which shows that the modem I have is faulty. Do you have any logs or specific data that points you in this direction?

 

I understand Comcast does not have access to my modem because it is not leased. What data you need form my modem? I can provide access to my modem admin interface if you folks want to have it for troubleshooting. I do not understand what additional information you can get from a comcsat leased modem. If you look at my original post, I have provided a screenshot of every screen from the cable modem when the problem occurs. It's clear from the screenshots that upstream channels are not working during these times. Can you escalate to someone who can look at those logs and understands how to interpret them?

 

I would be fine if you send a technician to take a look at this problem. As I have said, my modem intermittently goes offline (See charts above), it does not stay offline permanently. So I am not sure what the technician is going to check when he arrives and the internet connection is working correctly.

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Official Employee

Re: Intermittent loss of internet connection multiple times a week

Sounds good! Thanks for that great question and patience! I would want to see the specific data before purchasing a new modem as well. With a purchased modem, we have the ability to do a device health check where I can see the downstream and upstream channels. Everything here looks great. The thing I am seeing that would indicate a faulty modem is the 1510 / 0 - T3/ T4 time timeouts over a system uptime for the past 24 days. What I would like to do from here is see if you continue to experience the timeouts after initiating a re-provisioning signal to the modem. However, if you have a complex set up or static IPs, this kind of refresh would require us to add the static IPs back onto the modem. Would you like me to attempt to send over a provisioning signal to the modem to see if you experience more T3/Timeouts over the next 24 hours?

 

Thank you for sending those screenshots of every screen from the cable modem when the problem occurs. During these challenging times, we would send a technician to check the performance of the network serving you and will do everything possible to ensure services are working with services up to the side of your business location. Our awesome technicians may only service the main outlet through which you receive your Comcast services.

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Re: Intermittent loss of internet connection multiple times a week

Thank you for that information. Based on your inputs, I did some further digging into the cable modem. 

 

I read at a bunch of places (here, here and here) that the Intel puma chipset in certain cable modems has known hardware issues. I see that the cable modem I am using, Arris SurfBoard SB 6190, uses this particular chipset. I am in the process of acquiring a new cable modem which does not use this Intel Chipset. 

 

Based on the list of supported cable modems listed here, and my Internet connection speed (75Mbps), I am planning to get a Broadcom based Arris SurfBoard 6183 cable modem. I hope this will resolve the issue I am running into.

 

Once I get the new cable modem, how do I register it to my account? I'm seen numerous reports by people in which a used cable modem is registered to an old user account and its difficult to get Comcast to move it to your account.

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