5 Messages
Houston Internet issues
Every time I speak to customer service, they blame my equipment. Every time I've had to call customer service, it has never been my equipment. I cringe whenever the first question I get is Agent (10/30/2023, 03:49:41 AM): " may I know what is the age of your modem "
From this point forward, the customer service rep will not listen to what I am saying and will try to send me a new modem or send out a technician. This evening while the rep was running through the steps of trying to sell me a modem, I ran trace route. I informed the rep specifically which one of the servers, "bearcreek.tx.houston.comcast.net", was constantly timing out. All the rep would do is ask me if I wanted a technician or a new modem.
This happens every time I talk to customer service. I'd be happy to post the whole transcript here.
user_4dfyne
5 Messages
2 years ago
C:\Users\chris>tracert www.xfinity.com
Tracing route to e10994.dscx.akamaiedge.net [2600:1404:9c00:29e::2af2]
over a maximum of 30 hops:
1 2 ms 2 ms 2 ms 2601:2c0:8d00:1c70:6ecd:d6ff:fe82:6b4e
2 18 ms 17 ms 19 ms 2001:558:1008:e::2
3 17 ms 17 ms 24 ms po-309-315-rur201.alief.tx.houston.comcast.net [2001:558:2c2:b021::1]
4 13 ms 12 ms 13 ms po-200-xar01.alief.tx.houston.comcast.net [2001:558:2c0:220::1]
5 * * * Request timed out.
6 72 ms 56 ms 57 ms 2001:559:7bd::eaa
7 24 ms 16 ms 15 ms g2600-1404-9c00-029e-0000-0000-0000-2af2.deploy.static.akamaitechnologies.com [2600:1404:9c00:29e::2af2]
Trace complete.
The Request timed out here seems to be the problem.
C:\Users\chris>tracert www.xfinity.com
Tracing route to e10994.dscx.akamaiedge.net [2600:1404:9c00:280::2af2]
over a maximum of 30 hops:
1 4 ms 3 ms 2 ms 2601:2c0:8d00:1c70:6ecd:d6ff:fe82:6b4e
2 26 ms 18 ms 20 ms 2001:558:1008:e::2
3 13 ms 11 ms 14 ms po-309-315-rur201.alief.tx.houston.comcast.net [2001:558:2c2:b021::1]
4 14 ms 13 ms 15 ms po-200-xar01.alief.tx.houston.comcast.net [2001:558:2c0:220::1]
5 * * 15 ms be-317-arsc1.bearcreek.tx.houston.comcast.net [2001:558:2c0:2465::1]
6 33 ms 18 ms 12 ms 2001:559:7bd::eaa
7 25 ms 13 ms 13 ms g2600-1404-9c00-0280-0000-0000-0000-2af2.deploy.static.akamaitechnologies.com [2600:1404:9c00:280::2af2]
Trace complete.
sometimes 1 of 3 attempts would get through and I'd get the offending server name.
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BruceW
Gold Problem Solver
•
26.5K Messages
2 years ago
The trace continues past the timeout at that hop and reaches the destination (and back) in less than 30 ms, so the timeout is probably not significant. Please see https://www.dslreports.com/faq/14068.
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