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.
Mike_D
New Member

Internet Outages

For over a year now i've been dealing with a very unstable internet connection. Typically when im using it, the internet would go out but shortly after it would come back, usually before I had to make any calls. There's been a couple times that I did call anyway and nothing was seen. So finally i decided to log it using some google internet connectivity monitor tool i found. Here's my log from January 9th through January 17th:

 

Begin Google.com & Yahoo.com Internet Outage List
--------------
1.9.2015 (Friday) *** 11:01:29 AM to 11:01:31 AM *** 2 Seconds Outage
1.10.2015 (Saturday) *** 3:43:32 AM to 3:46:53 AM *** 3 Minutes 21 Seconds Outage
1.10.2015 (Saturday) *** 6:11:44 AM to 6:13:25 AM *** 1 Minute 41 Seconds Outage
1.11.2015 (Sunday) *** 12:53:09 AM to 12:56:58 AM *** 3 Minutes 49 Seconds Outage
1.11.2015 (Sunday) *** 4:08:08 AM to 4:08:33 AM *** 25 Seconds Outage
1.11.2015 (Sunday) *** 5:14:45 AM to 5:17:58 AM *** 3 Minutes 13 Seconds Outage

 

Begin Comcast.net & Speedtest.net Internet Outage List
--------------
1.11.2015 (Sunday) *** 12:50:28 AM to 12:50:30 AM *** 2 Second Outage
1.12.2015 (Monday) *** 6:15:08 AM to 6:15:37 AM *** 29 Second (Comcast) Outage
1.12.2015 (Monday) *** 9:37:11 AM to 9:37:36 AM *** 25 Second (Comcast) Outage
1.12.2015 (Monday) *** 10:28:59 AM to 10:30:36 AM *** 1 Minute 37 Second Outage
1.12.2015 (Monday) *** 11:46:06 AM to 11:46:32 AM *** 26 Second (Speedtest) Outage
1.12.2015 (Monday) *** 10:01:01 PM to 10:02:38 PM *** 1 Minute 37 Second Outage
1.13.2015 (Tuesday) *** 6:13:14 AM to 6:14:41 AM *** 1 Minute 27 Second Outage
1.13.2015 (Tuesday) *** 11:35:16 AM to 11:36:23 AM *** 1 Minute 7 Second Outage
1.13.2015 (Tuesday) *** 4:15:07 PM to 4:16:40 PM *** 1 Minute 33 Second Outage
1.14.2015 (Wednesday) *** 1:08:18 AM to 1:08:43 AM *** 25 Second Outage
1.14.2015 (Wednesday) *** 4:13:12 AM to 4:14:14 AM *** 1 Minute 2 Second Outage
1.14.2015 (Wednesday) *** 6:13:32 AM to 6:15:17 AM *** 1 Minute 45 Second Outage
1.14.2015 (Wednesday) *** 7:21:13 AM to 7:22:00 AM *** 47 Second Outage
1.14.2015 (Wednesday) *** 10:28:15 AM to 10:28:46 AM *** 31 Second Outage
1.14.2015 (Wednesday) *** 2:42:52 PM to 2:43:02 PM *** 10 Second Outage
1.14.2015 (Wednesday) *** 5:43:46 PM to 5:44:48 PM *** 1 Minute 2 Second Outage
1.14.2015 (Wednesday) *** 8:45:17 PM to 8:46:28 PM *** 1 Minute 11 Second Outage
1.14.2015 (Wednesday) *** 10:48:03 PM to 14:48:50 PM *** 47 Second Outage
1.15.2015 (Thursday) *** 4:59:37 AM to 5:00:50 AM *** 1 Minute 13 Second Outage
1.15.2015 (Thursday) *** 8:06:02 AM to 8:06:52 AM *** 50 Second Outage
1.15.2015 (Thursday) *** 11:12:09 AM to 11:12:52 AM *** 43 Second Outage
1.15.2015 (Thursday) *** 12:01:47 AM to 12:03:08 AM *** 1 Minute 21 Second Outage
1.15.2015 (Thursday) *** 2:25:56 PM to 2:26:53 PM *** 57 Second Outage
1.16.2015 (Friday) *** 1:36:41 AM to 1:37:55 AM *** 1 Minute 14 Second Outage
1.16.2015 (Friday) *** 7:56:13 AM to 7:56:25 AM *** 12 Second Outage
1.16.2015 (Friday) *** 10:52:48 AM to 10:53:07 AM *** 19 Second (Comcast) Outage
1.16.2015 (Friday) *** 11:04:07 AM to 11:05:57 AM *** 1 Minute 50 Second Outage
1.16.2015 (Friday) *** 4:56:30 PM to 4:57:12 PM *** 42 Second Outage
1.16.2015 (Friday) *** 8:01:44 PM to 8:01:58 PM *** 14 Second Outage
1.16.2015 (Friday) *** 10:44:15 PM to 10:46:01 PM *** 46 Second Outage
1.17.2015 (Saturday) *** 12:44:04 AM to 12:46:00 AM *** 1 Minute 56 Second Outage
1.17.2015 (Saturday) *** 5:05:46 AM to 5:06:02 AM *** 16 Second Outage
1.17.2015 (Saturday) *** 8:09:11 AM to 8:10:01 AM *** 50 Second Outage
1.17.2015 (Saturday) *** 11:03:13 AM to 11:04:03 AM *** 50 Second Outage
1.17.2015 (Saturday) *** 3:51:59 AM to 3:52:05 AM *** 6 Second Outage

 

So you can see that i get many outages every day... Sometimes i get 2, sometimes a lot more then that. The application pings two different domain's every 5 seconds so each of those timings (i.e. 50 Second Outage) is +/- 10 seconds due to the possibility of the outage starting about 5 seconds before the ping that finds the outage and ending about 5 seconds after the last outage ping.

 

There were an astronomical number of single pings where for example, google.com did not respond showing an outage but the ping that happened at the exact same time to yahoo.com came back just fine. I have removed all of those as 1 second outages which occurred when both servers did not respond 1 time each, so the log would show: 

 

Mon Jan 12 09:37:00 http://www.comcast.net OK
Mon Jan 12 09:37:00 http://www.speedtest.net OK
Mon Jan 12 09:37:05 http://www.comcast.net OK
Mon Jan 12 09:37:06 http://www.speedtest.net OK
Mon Jan 12 09:37:11 http://www.comcast.net NOT CONNECTED
Mon Jan 12 09:37:11 http://www.speedtest.net NOT CONNECTED
Mon Jan 12 09:37:16 http://www.speedtest.net OK
Mon Jan 12 09:37:17 http://www.comcast.net OK
Mon Jan 12 09:37:22 http://www.speedtest.net OK
Mon Jan 12 09:37:23 http://www.comcast.net OK
Mon Jan 12 09:37:27 http://www.speedtest.net OK

 

A section of the log looking like that above I would ignore since on the same day at 9:37:11am, both servers did not respond but the 5 seconds before and after they did. You'll also notice some of them say something suchas "5 Second (Speedtest) Outage" which indicates that for 5 seconds, only the speedtest site was not responding. This could be a sort of flood protection, maybe their site or a node between myself and their server actually did go out for that period of time, or i did have an outage and had false positives come back from the other site. Either way, my server systems contain FTP, EMail, VPN, and other services that are going down all the time. I've always thought that the problems i've been having were other things (viruses, chinese and others hacking me, faulty hardware, faulty server OS installations, faulty configurations, faulty firewall, etc...) but i've tested and replaced my entire network infrastructure in that time with differnet brands of hardware that are higher quality, as well as newer versions of software (server 2012 rather than 2008) and I still continue to have the exact same issues.

 

Is there a Comcast representative that is able to take a look into this and see if there is anything that can be done? I've been wanting to call but my work hours conflict with Comcast hours making that a difficult task to do.

 

Thanks

Mike D.

0 Kudos
5 REPLIES 5
Forum Contributor

Re: Internet Outages

login to your modem and post a screenshot of your cable signal levels.

0 Kudos
Mike_D
New Member

Re: Internet Outages

How do you login to the modem/router when the 10.1.10.1 IP address no longer works?

 

The server is setup with two NIC's, one connecting to the network switch, the other connecting to the comcast modem/router. It has a DHCP server but the modem/router is not registered with a leased IP address through the DHCP server and navigating to 10.1.10.1 does not work. I've connected a laptop directly to the modem/router, disabled wifi, and tried to connect that way and it still didnt work, my IP was 10.1.10.15 or something along those lines so i know its at least somewhat working.

 

Any other ways to connect to it? The internet speed i've purchased through Comcast Business is 75/15 and my speeds are exceeding that slightly, but the outages persist.

0 Kudos
Community Manager
Community Manager

Re: Internet Outages

HI Mike_D.  I have set the username/password to the defaults of login: cusadmin  password: highspeed.  The LAN IP is 10.1.10.1 accessed via the browser.  The upstream SNR and power levels are out of spec on the gateway.  The Business Service Center @ 800-391-300 can assist with scheduling a service call at your convenience.  Please let us know assistance is needed for this issue.

 

Thank You

0 Kudos
Mike_D
New Member

Re: Internet Outages

The upstream SNR and power levels, is that what is causing the problems i'm having with all of these outages?

 

Also the phone number you've provided is missing a number, im assuming thats 3000?

 

On a side note, i was able to navigate to the modem/router and login. Looks like you made it in and reset it?

0 Kudos
tim_porter
Visitor

Re: Internet Outages - January 31st - Feb 2nd 2015

I experinced about a 10 hour outage Saturday Jan 31st started around 3 PM, and another one around noon today! This is affecting my business dramatically!  Custmomers are incoming to their services and Comcast is bouncing all aover the place!

 

Please acknowledge. Not sure how long this will be up today.

 

720-202-2915

0 Kudos