New Contributor
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2 Messages
Business circuit failing daily - case escalated twice, repair date is 9 days out
Looking for help getting a technician dispatched sooner than the date we have been given.
Case number [Edited: "Personal Information"]. Business Internet 2 Gigabit at a commercial site. Happy to
provide the account number and circuit details privately.
The problem
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Traffic beyond our modem disappears for seconds to minutes at a time, several times a
day, while the modem itself stays perfectly healthy. We monitor every device on the path
once per second, continuously, and have done since 17 August.
Today alone we recorded six separate outages, the worst losing 79.4% of packets. Last
Friday it reached 100% loss twice. The trend is getting worse, not better - 1 degraded
minute on the 18th, 3 on the 19th, 5 on the 20th, 27 on the 21st.
Why I do not think this is our equipment
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In every one of those minutes:
- Our modem answered every single probe at 1-3 ms, its normal speed
- Our router, four switches and four VLAN gateways were all at 0.00% loss
- 20% to 100% of packets past the modem were lost
We also run identical monitoring at a second Comcast Business location, which shares the
Comcast network from the same aggregation point onward. During every episode that second
site measured 0.00% loss to the same Comcast routers, at the same moment, while
simultaneously measuring this site at 25-100% loss.
Two sites, same infrastructure, one failing.
What has already been tried
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The modem was restarted remotely on 21 August. The fault returned 32 minutes later and
was back to 88% loss within the hour. The restart also cleared the modem's error
counters, so that day's diagnostic history was lost.
Separately, the circuit is provisioned at 300 Mbps upstream and we have never measured
better than about 83 Mbps.
What I am asking for
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1. A technician dispatched before 31 August.
2. That whoever attends reads signal levels and error counters BEFORE resetting or
replacing anything - upstream and downstream power and SNR at both the modem and the
tap, plus T3/T4 timeout and uncorrectable codeword counts. Every reset so far has
erased the evidence we need.
3. Confirmation of whether the CMTS logged errors for this modem at our recorded
timestamps, and whether the upstream is actually delivering its provisioned speed.
I have a one-page technical summary with per-minute measurements ready for whoever
attends, and can provide raw per-second logs on request. Please let me know how to get
the account details to you privately.
Comcast_JohnG
Official Employee
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49 Messages
2 days ago
It is very nice to meet you here, and thank you for all the information, I was able to locate the account with that. I will not need that account number, you provided all the info that I needed. I am looking into those open repair tickets and the service call that is showing on the 31st from my end.
[Edited to remove customer's name]
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