Connectivity
Connectivity and managing Your Comcast Business network
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Repeated dropped signal

I've tried everything... had techs out to check all the wiring, redid fittings, tested impedence and signal strength, replaced modem with a new Motorola on approved list.  Name it, and short of setting up a continuous scan for connectivity, I've done it.  I've asked to have one of the monitoring/test systems put in, but I think they're afraid of what it will say.

 

But, I get multiple drops per day, just dumps the connection.  Wired to the modem/firewall or wireless, same results.  Takes 30 seconds or so, then comes back like nothing happened.  Connection status logs in the modem go nuts, losing date/time stamps and complaining in a language I don't understand.

 

I've called multiple times "your connection appears fine from here, sir", "our tests show there's nothing wrong", "you know if we send a tech and the problem is on your end, it will cost X".

 

Stuck in this small business contract (for another year or so) paying higher rates in my home office than I was with the standard "home" service, and I'd be better off helping my customers by sending sticky notes UPS Ground.  I thought "Business Class" service was supposed to suggest the link was somewhat critical to both me and Comcast to keep it running.

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Re: Repeated dropped signal

Hello Kenon and welcome,

 

You are absolutely correct when you say " I thought "Business Class" service was supposed to suggest the link was somewhat critical to both me and Comcast to keep it running.  " and that is exactly what should be the objective here.

 

If you are currently using a Comcast Gateway (CG) , please contact 800-391-3000 and use Technical High Speed Internet option, provide the technical agent with your account number, then request the technical agent to log into your Comcast Gateway and make sure the following is structured:

1. WAN segement has Comcast DNSs pri=75.75.75.75 and 2ndary= 75.75.76.76

 

2. LAN segment has Comcast DNSs pri=75.75.75.75 and 2ndary= 75.75.76.76

 

3. LAN leasetime= FOREVER

 

4. Gateway summary cable modem all upstream, downstream, and signal to noise ratio parameters must be in specification.

 

5. administration error logs should be examined for any critical events taking place that could be responsible to cause your CG to go down.

 

If you are using a Motorola Customer Owned Modem (COM), then you should log into this device and make sure the above structures are in place. Comcast technical support agents are not allowed to log into any COM, however, the agent's can make sure that the correct boot file is being used by your COM and the correct Internet Speed is being facilitated, as well.

 

Hope this helps you out.  

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Re: Repeated dropped signal

Last time a tech was out here (they've been here a lot), we went through each and every setting, SNR data point, signal strength, and other possible setting.  It was all "tip top" and within specs according to him.  i had the gateway for awhile, and opted to replace it with the Motorola, hoping the problem would go away after reading about all the issues with the provided gateway.

 

Nada.  There's a couple $100 out the window.

 

It took 1 reset of the router, 1 disable/ enable of NIC, unplug/ plug back in, and 7 refreshes to get it to load the business.comcast.com website.  Which, of course, when you check it says "all good" with a green checkmark on my service.

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