Critical and Consistent Evening Comcast Business Internet Failure

I am a teleradiologist working remotely from Washington, providing diagnostic physician services by reading X-rays, CT scans, and MRIs for Texas ERs, at night. My ability to perform these emergency services relies entirely on the consistent performance of my Comcast Business internet connection. Comcast Business internet service has been failing EVERY single evening for the past week, consistently precisely between 9:45 PM and 9:50 PM PST.

For about 20-30 minutes, my upload speeds, which are normally 20-35 Mbps, drop to under 2 Mbps. This makes it impossible to send the large medical imaging files necessary for my work and my internet becomes unusable for my business function during this period.

I have called your support multiple times over the past week to document this specific, consistent issue. Your own support staff have logs confirming these failures and showing red and yellow lights on your end with regard to speed and packet loss. You sent a technician, who seemed to be a diligent, thorough tech but he came during the DAY when the issue is NOT occurring and, predictably, found nothing. I was then promised a technician would be sent during the evening timeframe when the failure happens; this has not occurred.

Thankfully, I have a Starlink backup that allows me to work during these outages, but the switching is disruptive, causes delays, and is detrimental to the efficient patient care I try to provide. Despite clear documentation within your own system and my precise reporting of the time and nature of the failure, this issue persists, and I have seen no attempt to fix it during the time it actually happens.

Please refer to the numerous tickets filed over the past week, all closed without any resolution:

CR198114675 (Closed Apr 30)
CR197760122 (Dispatched/Closed Apr 28-30)
CR197938264 (Closed Apr 29)
CR197630894 (Closed Apr 27)
CR197686349 (Closed Apr 27)
CR197692040 (Closed Apr 27)
CR197652713 (Closed Apr 27)

This substandard technical support is unacceptable for a business-class service which I pay for with the expectation of high reliability and uptime, a necessity given my reliance on it to meet the demanding connectivity needs of my profession.

AGAIN, MY COMCAST BUSINESS INTERNET IS FAILING CONSISTENTLY EVERY EVENING BETWEEN 9:45 PM AND 9:50 PM PST FOR UP TO 30 MINUTES, RENDERING IT UNUSABLE FOR CRITICAL MEDICAL WORK.

An immediate, serious investigation into my account and service at this specific time of night during my work shift is required. I have sent a DM with my details. Please look into this with the urgency that this situation demands. This matter needs to be resolved quickly.

Best,

SW

Responses

Comcast_Roberto

Official Employee

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33 Messages

19 days ago

Hi there @user_d6487c. Thank you so much for reaching out to us here on our Business Forums page. I am sorry to hear that you are having troubles with your upload speeds. You are in the right place and we are happy to assist you today. We did receive your private message and we will be helping you there.

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WR

WARP-Radio

New Contributor

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1 Message

6 days ago

hello user_d6487c

I FEEL YOUR PAIN!

I, too, run an online media service from a mid-sized college town in Illinois and these F*CKTARDS-err, I'm sorry, EXCUSE of an ISP can't seem to fix this issue at all- its the EXACT SAME thing here, though it happens at given times on given days:

weekdays: 6 am to 8 am and then after 4:00 pm to 5:30 pm then again from 6:30pm to 11:30 pm approx CST (it can also go out at noon or other times as well)

weekends vary- but it can be down ALL DAY or the ENTIRE WEEKEND

and, its the same thing that you are experiencing: throughput DROPS to insanely LOW rates- we're talking LESS than DSL stuff (almost DIAL-UP speeds) here! latency/jitter goes through the roof and then intermittently drops entirely- at random (as the MODEM RESETS itself). RINSE, LATHER, REPEAT! I call it in CONSTANTLY too- but to NO avail... oh, and the LAST time I had a tech here, the tech gave me TONS OF ATTITUDE! telling me "I'm SICK of coming out here every month and finding NOTHING wrong here!" doesn't that mean the problem ISN'T AT MY FACILITY??!?!1 HUH!! do they even TRAIN these jerks? did they get their certification from a CRACKER JACKS box? then he exclaims: "noone ELSE is complaining about the service".. RIGHT HOW many others are trying to run a MEDIA SERVICE (which REQUIRES a STABLE CONSISTENT CONNECTION) from their internet, here? NOONE-okay, but very few... (oh, and I can come up with a huge PETITION of peeps who have CONSTANT issues with their inability to stay in a multi-player game without MASSIVE lag or unable to watch Netflix without CONSTANT rebuffs and "spinning circles" interrupting the action... DON'T GET ME STARTED!) the tech then tells me "just don't go on when its at peak times" again HUH?!?! THATS THE POINT OF MY SERVICE! the best part is that the DISPATCH tech stated "WE HAVE A DEFINITE ISSUE AS YOUR MODEM HAS RESETTED ITSELF OVER 1200 TIMES IN THE PAST MONTH" he also told me to "have the tech pull up the service record" which the tech barked at me "I don't have access to that!"... in the end, he RELUCTANTLY replaced the modem- but the issues STILL occur! not to mention the PRICE keeps going up, up UP I currently pay $235.00/month and out of that, I am DOWN, on average, 3 to 5 days a week! my business is long ago RUINED by these BLEEPING MONKEYS and I'm absolutely TIRED OF IT ALL I would have DROPPED this noise, but I can't seem to reach ANY resolution or way- not even through their website- to contact them to have the service discontinued! (I don't really want to leave them- I just want this BLEEP FIXED but that seems "a fantasy" at this point and I can probably go with FRONTIER instead!) furthermore, I also have Xfinity IE (or Internet essentials) I have IE and CBI right next to each other- on the SAME EXACT drop, through the same master splitter (or "directional coupler" I think its called)... and IE seems to work OK, beit that its residential service and DOES have issues as expected... while CBI CONSTANTLY GOES DOWN and DOWN and DOWN! (I can't use IE to run my service as it lacks the throughput and its illegal, according to Comcast's Terms of service, anyways) meanwhile, this CIRCUS of MISERY just keeps going round and round and round! and WHO am I? account" "WARP Radio" in MACOMB ILLINOIS I have an EXTENSIVE SERVICE RECORD and its STILL UNRESOLVED! and I am OWED probably 10 YEARS of REFUNDS by this point! to COMCAST: wanna FIX this BLEEPING thing? try PUTTING A WATCHDOG on the connections and WATCH for the issues! they will crop up for you then and then you will SEE the FAULTS! GET YOUR BLEEPING PLANT FIXED !!!!!!!!!! BEEEP ME!!

-WARP Radio-

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