Visitor
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2 Messages
Intermittent Internet Connection Drops
Hello,
I've been having issues for several months now and I'm out of ideas so I'm reaching out for help.
My internet connection drops out randomly for 5-30 seconds dozens of times a day. When it's working it works fine and the speeds I get from speed tests are great.
I've tried the troubleshooting tips at https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0#M316652
I've also restarted my modem and router hundreds of times, and even bought a new modem and router to confirm those weren't the problem.
Plan: Gigabit Internet
Modem: MB8611
Router: NETGEAR RAX200
The splitter coming into the house was provided by Comcast, it is a 2 way splitter, with 1 way unused and the other going directly to the modem port. The house and street are only several years old so all wiring should be fairly new as well.
The internet drops on both wireless and wired devices. Most of my devices are hardwired to an unmanaged switch connected to the router.
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Below commands are from when things are working fine:
tracert www.comcast.net
Tracing route to e7010.dscg.akamaiedge.net [104.100.199.11]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 14 ms 8 ms 11 ms 96.120.69.33
3 9 ms 18 ms 13 ms 24.124.215.89
4 9 ms 10 ms 10 ms 96.108.70.229
5 14 ms 14 ms 11 ms 162.151.113.73
6 17 ms 14 ms 13 ms 50-222-48-18-static.hfc.comcastbusiness.net [50.222.48.18]
7 12 ms 12 ms 18 ms a104-100-199-11.deploy.static.akamaitechnologies.com [104.100.199.11]
Trace complete.
ping -t www.comcast.net
Pinging e7010.dscg.akamaiedge.net [104.100.199.11] with 32 bytes of data:
Reply from 104.100.199.11: bytes=32 time=16ms TTL=59
Reply from 104.100.199.11: bytes=32 time=16ms TTL=59
Reply from 104.100.199.11: bytes=32 time=12ms TTL=59
Reply from 104.100.199.11: bytes=32 time=13ms TTL=59
Reply from 104.100.199.11: bytes=32 time=17ms TTL=59
When things are not working fine:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 104.100.199.11: bytes=32 time=18ms TTL=59
Reply from 104.100.199.11: bytes=32 time=12ms TTL=59
Request timed out.
Reply from 104.100.199.11: bytes=32 time=29ms TTL=59
Request timed out.
Reply from 104.100.199.11: bytes=32 time=14ms TTL=59
Reply from 104.100.199.11: bytes=32 time=44ms TTL=59
Reply from 104.100.199.11: bytes=32 time=29ms TTL=59
CCMartin
Gold Problem Solver
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2.9K Messages
4 years ago
Hey there! I know it's been a couple of days since you reached out. Has the issue resolved? If not, let us know so we can help out. I've had a similar issue in the past with my modem, but it resolved on itself after a couple days. Let us know what we can do to help! -MartinB
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user_e5ee54
Visitor
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10 Messages
4 years ago
It's probably an issue with the main line in your neighborhood. I've had the same problem for months. Several Comcast techs and a supervisor have been to my house to check my equipment. They've found no problem with anything in my house and have said that the problem is somewhere else upstream from me, yet they've failed to fix the problem. So I get to restart my modem several times a week and hope that my internet doesn't drop when I'm in the middle of something important like taking an online test that I will fail if my internet drops while I'm taking it.
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user_742f04
Visitor
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1 Message
4 years ago
I am having the same issue here, intermittent drops for 30-60 seconds, always during the day time hours. Does not seem to happen as much after 5pm. Same symptoms every time both wired and wireless connected devices drop. All (routers, splitters, etc) are xfinity provided. Restarting the gateway does nothing to clear the issue as it will return sometimes within minutes. Is there an open incident/ticket that can be tracked?
1
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Housbeek
New Poster
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5 Messages
3 years ago
Was this ever been resolved? I have the same issue and gone through the same replacement of equipment.
1
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