Connectivity
Connectivity and managing Your Comcast Business network
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KMartin
Contributor

Serious Connection Issues

Over the last week my business has been seriously affected by intermittent connectivity problems.

 

On three occasions service techs have come out to our building and found that the signal on our line is too high. On each occasion the tech has changed a splitter on the line to our modem. This helps for a period of time then the problem returns. The problem is back now, and I am on my way into work again, on Sunday, to meet with a tech again, for the fourth time in five days.

 

We are the only customer on the line coming from a manhole outside the building. I know there is a device in the manhole that can be adjusted to correct this problem. What needs to happen for this issue to be escalated to someone who can make those adjustments?

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29 REPLIES 29
Community Manager
Community Manager

Re: Serious Connection Issues

Hello KMartin,

 

Welcome to the forum.

Please accept our apology for your ongoing connectivity issue.

 

Looking at the current status of our IP-Gateway (modem/router), the signal levels are within acceptable perimeter.

Additionally signal of the node you are on also on par at this time.

 

What I can recommend at this time is a continual service check via normal usage and contact our tech support line at any sign of deterioration.

 

Thank you for your post and please continue to share your thoughts and knowledge to our forum.

 

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KMartin
Contributor

Re: Serious Connection Issues

Those signal levels fluctuate all day long - everyday.  They might be perfect when you connected to the modem, then change five minutes later. That’s my problem! During the past week and again today the signals have gone outside the acceptable range for a period of time, causing serious data transmission issues.

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Community Manager
Community Manager

Re: Serious Connection Issues

Welcome KMartin.  We have referred this issue to our Tier 2 support group for additional analysis.  I will update this post with their results.  

Thank you

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KMartin
Contributor

Re: Serious Connection Issues

John,

 

Today a tech from the maintenance department come out and made adjustments to the line amplifier in the street. Things have been okay since then. Hopefully that resolved the issues.

 

Thanks!

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KMartin
Contributor

Re: Serious Connection Issues

John, I think I talked too soon. My problems continue.

 

My upload speed just dropped down below 1 mbps

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Community Manager
Community Manager

Re: Serious Connection Issues

KMartin. Thanks for the update.  The Tier 2 group will monitor for 24hrs.  Please let us know if you have further issues.

 

Thank You

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KMartin
Contributor

Re: Serious Connection Issues

John, My problems continue... This morning I lost connection several times while connected from home. I will be curious to see what the Tier 2 group find.

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KMartin
Contributor

Re: Serious Connection Issues

Any word on this John? My upload speed is down to nothing right now.

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KMartin
Contributor

Re: Serious Connection Issues

Here are my Gateway Summary readings and a speed test at the same time.

 

pafa1.jpg

 

pafa2.jpg

 

pafa3.jpg

 

Then two minutes later....

 

pafa4.jpg

 

This is at 7:00 PM when all our employees are gone and there is no HTTP activity.

 

 

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KMartin
Contributor

Re: Serious Connection Issues

pafa.JPG

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KMartin
Contributor
KMartin
Contributor

Re: Serious Connection Issues

John,

 

Would you take a look at the link I posted. We are having problems again.

 

http://www.dslreports.com/r3/smokeping.cgi?target=network.8f793ef39140fa2ab17c55f5dbb66025

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Community Manager
Community Manager

Re: Serious Connection Issues

Welcome KMartin.  I have referred the connections issue to our regional operations center. Also if you can let us know if you connections issues are occurring during the same timeline also the approximate number of active users (on average).  This will aid our Tier 2 in correcting the issue.

 

Thank You

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KMartin
Contributor

Re: Serious Connection Issues

John,

Thus far there does not seem to be any consistent pattern for the problem. On average we have 50 active users during normal business hours. The line is used by administrative staff only (no students), and for HTML traffic only (no email).

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KMartin
Contributor

Re: Serious Connection Issues

Today our problems were mostly between Noon and 1pm. So far, that is!

 

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KMartin
Contributor

Re: Serious Connection Issues

John,

 

As you can see (below), today the problem occurred around Noon. Yesterday the problems started after hours, around 7pm, and lasted until midnight.

 

I also have a smokeping running on the router that is one hop ahead of our gateway. The same packet loss occurs on that router.

 

 

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KMartin
Contributor

Re: Serious Connection Issues

Ha ha - It looks like these charts (above) are staying current. I thought I pasted static images.

 

So you can see how things are going.....

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KMartin
Contributor

Re: Serious Connection Issues

Here's an image of now..

 

cable readings.jpg

 

 

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KMartin
Contributor

Re: Serious Connection Issues

Over 14% packet loss today so far at 11am..

 

This is unreal - 50 people in the auditorium this morning could not watch a projected web presentation.

 

pafa5.jpg

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KMartin
Contributor

Re: Serious Connection Issues

paf2a5.jpg

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KMartin
Contributor

Re: Serious Connection Issues

Hello John,

 

Is anyone watching these smokepings? We have experienced severe connection problems for a month now. We have one good day then a bad day.

 

Please have someone check the signals in my area.

 

 

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KMartin
Contributor

Re: Serious Connection Issues

HERE WE GO AGAIN TODAY!

 

 

pafa24.jpg

 

 

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KMartin
Contributor

Re: Serious Connection Issues

 

Here's the last 30 hours.... Nobody at Comcast can figure out what's going on here?

 

Three blocks from the Comcast headquarters in downtown Philadelphia there is no one who can fix this problem that we have lived with for a month.

 

 

30.jpg

 

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KMartin
Contributor

Re: Serious Connection Issues

 

It's 4:00pm - the cop is on the corner directing trafic around the men working in the street, and my internet is dropping packets right on schedule.

 

When the men are working in the hole it seems that my internet has 5% on more packet loss. It's been happening for a month now. I guess Comcast will just let it continue.

 

3.jpg

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KMartin
Contributor

Re: Serious Connection Issues

 

 

So.... A Comcast tech was standing next to my desk at 4:00pm when my connection went down today (see chart below). So he witnessed the problem and called into his supervisor who did some testing and concluded that my Signal-to-noise ratio was out of range.

The supervisor said that he called a maintenance guy who did some testing and found that “a node is back feeding to my node” and causing a problem. The maintenance guy  will be coming out to address the problem tonight or tomorrow.

I guess that’s progress….

 

hmm.jpg

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anolte
New Contributor

Re: Serious Connection Issues

I am have the same problem and have working with Comcast for more than a month.  I want a direct contact and dedication attention to my issue, not a community forum.  We pay too much for Business Class to have to put up with this.

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Forum Contributor

Re: Serious Connection Issues

anolte, please don't hijack a thread

 

please also don't say stuff like you pay too much for business class.  Comcast business class is basic business.  if you were paying for Comcast Enterprise class then you would have a legitimate beef but business class is basically residential service for businesses.  Saying stuff like that just makes you look foolish.  I handle connectivity bills in the thousands of dollars a month, I see what the people are paying who are really justified in making a stink over the amount.

 

If you start a new thread, document all contact, and be persistent, it will work wonders.  That is the only way to get this level of service fixed.  The only people who get to act like azzes and demand instant service are the people paying Enterprise level service.

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KMartin
Contributor

Re: Serious Connection Issues

A node that was back feeding to my node (according to the tech supervisor) was the cause of my month long problems. It was fixed back in April.

 

As of May 1st. We have moved on to Comcast Fiber EDI service. With EDI service you get a Service Level Agreement that covers network availability, time to respond, and time to restore.

 

Thanks!

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PRODUCTIONTEST
New Member

Re: Serious Connection Issues

TEST

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