3 Messages
Internet outages are becoming a regular thing as well as intermittent disconnects
Every other week I have to deal with an official Internet outage. I really don’t get it because I was using this service all the way back to August 2022 and I’ve had no issues. The issues started this summer for some reason I keep getting an outage that is reported on the app when my Internet goes out and it takes an hour or two sometimes three hours before they restore it. When there is not an official outage, my Internet will randomly go out for a few minutes and then come back on. It’s absurd. Icing in the cake is that my promotional period ended so my Internet bill is nearly double now. I work from home, and I’m also an online gamer so I can’t keep having these Internet issues. If I ever am lucky enough to finally get through to a human person over the phone, they really can’t do anything for me other than say oh once the outage is fixed, you should be good. No, it’s just gonna happen again the next week….Trust me if AT&T Fiber was offered at my address, I would switch in a heartbeat. But alas I’m stuck with xfinity that is getting progressively worse for some reason. Im starting to debate if I should cancel my services and set up my own local network using the apartment-wide internet and just deal with slower speeds. So frustrating. I’ll pay the higher bill if my internet would stop going out randomly and having now regular outages…
XfinityAmandaB
Official Employee
•
2.5K Messages
1 year ago
Take a screenshot and share it here, so we can take a look for you.
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user_276kw3
1 Message
1 year ago
This exact scenario has been happening to me as well. There have been repeated Xfinity outages now for months. What is the explanation Xfinity? Your service has because as unreliable as the Washington State Ferries!! This is not an equipment issue so don’t respond with an inquiry about that. I would really like to understand why I am paying so much for unreliable internet service.
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user_45t2cy
1 Message
11 months ago
I am also paying a LOT for terrible service / connections. This is unacceptable.
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user_xn1i9d
1 Message
11 months ago
I live in the Northeast and it’s the same issue for the past 3 months. The internet drops constantly. It’s a time waste to get a human on the phone and when you do, they can’t help and conflict with one and other. My spouse works from home, so it’s a major problem for our household. Frankly, it costs a lot monthly and should work. What other service costs $100 monthly and simply doesn’t work?
Comcast customer service is atrocious and should frankly be investigated by Congress for defrauding its customers.
[Edited: "Inflammatory"]
Total fraud of a company.
(edited)
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user_cbx9b4
1 Message
11 months ago
I was coming here with the same question. The last few weeks my internet is dropping multiple times a week- I work from home and this has been unbelievably disruptive. And Comcast is fully aware of what is happening because I get the text updates. If you are doing major service in our area, then why can't you tell us so we can make other arrangements? Mid meeting, talking to my VP is not acceptable even once, and it's happening daily. And the AI bot is useless, just telling me what I already know. Can someone at Comcast please provide an actual explanation for what is going and how long it is going to keep happening? I'm in San Jose, CA and need better answers.
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user_1856yn
1 Message
11 months ago
Same thing with me but its been happening in the two past weeks. I've never had any major issues for the 5 years I've been a customer. I've had 3 techs come over in the past two weeks they all did a good job but its the intermittent issues that are killing me. The scenarios that I have tested and been through the past two weeks. I have an open advanced ticket and have called about 5-10 times. The support has been good but I feel this is a bigger issue at the moment and just needs to be escalated.
Comcast technicians have rewired the lines twice checked the noise levels with all of their tools and have even kept an eye on everything after they left. The techs have done a great job and this is not on them. Noise levels are fine and there are no issues with the actual wires at least in my area. What I have noticed is when my packets are getting dropped and I lose connection for 15-30 secs and it happens randomly. I decided to use wireshark to I capture packets and found that can see its routing issues from Comcast.
I used chatgpt to assist in writing a summary of the findings chatgpt isn't always correct but this should give a good starting point in what to look for. I also have screenshots and time frames.
Here’s a consolidated summary of all the findings from the packet capture screenshots for reporting to Comcast:
Summary of Network Issues Identified in Multiple Packet Captures:
1. Frequent TCP Retransmissions:
- Across multiple captures, TCP retransmissions are a persistent issue, indicating frequent packet loss. This suggests potential network congestion or unstable connections. The internal server **192.168.**.** (my computer internal address) is continuously trying to resend data that isn’t being acknowledged by the receiving systems, particularly when interacting with external IPs such as:
- 75.75.77.75 and 75.75.77.76 (likely Comcast IPs)
- 23.61.251.143 (Akamai)
- 99.181.127.4 (AT&T)
- 34.232.4.134 and 54.213.161.131 (AWS) these were the counter-strike servers I was using to just test and capture it when the lag spikes would happen.
2. TCP Reset (RST) Packets:
- There are numerous RST packets observed, indicating that several connections are being abruptly terminated. This could be a sign of connection timeouts, service rejection, or firewall resets, particularly affecting the communication between internal servers and external networks (especially AT&T and Akamai). This behavior could also suggest unstable network conditions leading to premature connection terminations.
3. TLSv1.2 Secure Communication Affected:
- Multiple captures involve TLSv1.2 encrypted sessions over port 443 (HTTPS traffic). The network instability, seen through retransmissions and resets, is negatively impacting secure communications with external entities such as Cloudflare, AWS, and Comcast’s own infrastructure.
- This has the potential to disrupt encrypted traffic, including secure applications, web services, and API calls.
4. Out-of-Order Segments:
- Several out-of-order segments are seen in the packet streams. This typically happens when packets take different network paths or when the network is experiencing heavy load. It further corroborates the theory of network instability or congestion.
5. Previous Segment Not Captured:
- A number of packets indicate that previous segments were not captured, pointing to either network packet loss or delays in transmission. This is contributing to the higher retransmission rates seen.
6. Connection with External CDN and Cloud Services:
- Connections to CDNs (e.g., Akamai) and cloud providers (e.g., AWS) are impacted by these network issues. These services are vital for content delivery and application hosting, and the intermittent network issues are likely leading to service degradation.
7. Comcast-Specific IPs:
- 75.75.77.75 and 75.75.77.76: These Comcast-related IPs are involved in the communication, and retransmissions, resets, and out-of-order segments affect their traffic as well. This highlights the likelihood of Comcast infrastructure experiencing or contributing to these networking issues.
Conclusion:
The recurring TCP retransmissions, RST packets, out-of-order segments, and issues with TLS-encrypted communication all suggest ongoing network instability between the local server and external services, including Comcast's own network. These issues are negatively impacting both secure communications and general connectivity, causing service interruptions and degraded performance.
Request:
We request that Comcast investigate potential network issues, packet loss, or congestion within their network, particularly related to the following IPs:
- 75.75.77.75 and 75.75.77.76 (Comcast infrastructure)
- Connections to Akamai (23.61.251.143) and AWS (34.232.4.134, 54.213.161.131)
Please review the logs and path between our server and external endpoints to identify the root cause of the packet loss and connection resets.
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This should provide a clear overview for Comcast of the issues affecting your network, with sufficient technical detail for them to conduct a thorough investigation.
Also I can't upload the images here nor the screen shots for w.e reason. I tried adding jpg and png both are under 5mb.... Here is the link this example I was directly hooked up to the modem via ethernet with basically default settings.
https://ibb.co/Vmtp1Fm
Different Scenarios Tested and things technicians worked on:
Honestly put me in contact with one of your networking guys and we can hop on zoom call at this point.... I work from home and I can't deal with these issues happening constantly.
- D
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user_ouqc09
1 Message
11 months ago
I am having the same issue and also work from home. I’m exhausted.
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user_u46bb9
1 Message
7 months ago
I live in Oldfort tn I’m very disappointed with Xfinity internet I’ve been a customer for years and the last 3 years the service has been sub par at best.
at least 3 times per week in the evening my service goes down sometimes for a few minutes sometimes for an hour or more. I think they have old outdated lines and equipment and won’t replace it because they don’t want to spend their money just a personal feeling.
im thinking about switching to star link I have friends who have star link and are very satisfied.
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