Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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Internet Constantly Cutting Out - Multiple Service Calls Made

We have had Comcast Business Internet for 2+ years.  Everything was great until 6 months ago.  Then, we started having periods where it was great and periods where we were constantly losing connectivity ( a few seconds every minute or two).  It's continued to get worse over time. We've had the modem swapped for a new one recently.  That seemed to work well for about 1 week.  Next visit, we had techs working on lines/equipment outside.  This did nothing to improve the problem.  As it is now, connectivity drops frequently, often times multiple occurences per minute.  Often times, we lose it for 15-30 seconds.  Occasionaly we lose it for several minutes.

 

I have been running tracert's when it drops out for long periods and it consistantly shows traffic stopping at the same point.  See pic below.  Please, please help.

 

ComcastTracert.gif

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Community Manager
Community Manager

Re: Internet Constantly Cutting Out - Multiple Service Calls Made

HI CLB.  Pleas tell us if your CP is directly connected to the SMC gateway when conducting the traceroute.  Our Network Operations Team found no issue with the network path to the posted IP.  Also is this issue time of day specific?  

 

Thank You

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Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Thanks for the response. Most testing, including pic, done from routed wifi network (isolation from public/static ip business net).  Have also received same tracert result from staic ip'd machine connected directly to SMC.  This problem happens any time of day.  Sometimes we get relief for 30 minutes but always comes back.  Since problem started, it has gotten worse every day.  Some older business apps we must run are becoming unusable (disconnects cause session loss).

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Trusted Forum Contributor

Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Head over to one of these addresses and post the signal levels from your modem. http://192.168.100.1 or http://10.0.0.1 or http://10.1.10.1/

 

Try to capture it when there is no issue occurring and when the issue is occurring.  Also is it only Google that has this problem or does it happen everywhere?

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Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Any site I've have tried, usually test for google, google dns, yahoo.

 

Downstream Frequency667.751587 MHz679.749634 MHz691.747559 MHz697.748779 MHz
Lock StatusLockedLockedLockedLocked
Modulation256 QAM256 QAM256 QAM256 QAM
Symbol Rate5.360537Msym/sec5.360537Msym/sec5.360537Msym/sec5.360537Msym/sec
Downstream Power-6.549619 dBmV-6.943537 dBmV-6.207919 dBmV-6.690907 dBmV
SNR36.174995 dB36.386890 dB37.092701 dB36.386890 dB
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Trusted Forum Contributor

Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Can you post your upstream levels as well?

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Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Upstream Frequency34799684 Hz27900132 Hz22599941 Hz
Lock StatusLockedLockedLocked
Modulation64QAM64QAM16QAM
Symbol Rate5120 KSym/sec5120 KSym/sec2560 KSym/sec
Upstream Power45.2500 dBmV44.5000 dBmV43.2500 dBmV
Channel ID123

 

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Trusted Forum Contributor

Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Were these taken during an outage? Also do you lose connection to everyone or just a select few services?

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Re: Internet Constantly Cutting Out - Multiple Service Calls Made

Downstream taken during longer outage (~15 mins).  Upstream taken during random outage (4-10 secs every 1-2 mins), with failed ping before and after snapshot.  So far, it's connectivity to all test connections, including first hop past modem (pings by IP).  Occasionally, during extended periods of downtime, will see pings and tracert's getting into Comcast's network over multiple hops, but not out.  In all cases, we have no fail pings to our static IP's (1 being outside face of cable modem).  

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Trusted Forum Contributor

Re: Internet Constantly Cutting Out - Multiple Service Calls Made

The signal generally appears to be ok. With downstream you are technically ok until you hit -10.  Are you able to plug directly into the modem and retest the original issue to see if it appears any better or shows different  characteristicswhich may allow us to narrow it down?

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