intermittent internet connectivity ever since maintenance in my area

@user_0ef58c​ Yes I am in Northern Illinois as well. Chicago suburbs. I have had this issue since maintenance was done in my area on 11/4. How do you post a traceroute?

@user_0ef58c​ did anything come of your tech visit? I haven’t scheduled another visit bc I am not optimistic that a tech can do anything to resolve the issue since it is most likely being caused by sometime upstream that was affected by the maintenance.

Hello, @user_1b769d. I'd like to look into your connection concerns further with you by running a signal report on my end. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

I sent the direct message. Thank you

@user_86438d​ Rockford here. When you get a chance, please post a traceroute (say, to xfinity.com ) . Don't worry it doesn't show any personal info.

@user_86438d​ Yes I am in Northern Illinois as well. Chicago suburbs. I have had this issue since maintenance was done in my area on 11/4. How do you see modem logs?

@user_1b769d​ modem logs are different for each modem. But I was curious about your traceroute. If you have windows , you go to command prompt and type " tracert xfinity.com " then press enter. It'll take a minute. Please copy and paste what comes up..I'm most curious if a 10.x.x.x IP address comes up

Tracing route to xfinity.com [68.87.41.40]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  10.0.0.1
  2    10 ms     8 ms    12 ms  100.93.200.131
  3    12 ms     8 ms    20 ms  96.216.25.193
  4     7 ms    12 ms    12 ms  68.87.235.37
  5    12 ms    13 ms    12 ms  68.86.197.57
  6    14 ms    11 ms    17 ms  be-33-ar01.area4.il.chicago.comcast.net [68.85.177.85]
  7    19 ms    14 ms    10 ms  be-32211-cs01.350ecermak.il.ibone.comcast.net [96.110.40.49]
  8    39 ms    34 ms    33 ms  68.86.93.226
  9    56 ms    31 ms    25 ms  be-100-ur21-d.westchester.pa.bo.comcast.net [68.85.137.213]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

@user_1b769d​ interesting. You have a 100.x.x.x hop which (I'm naive to this) someone said is how my 10.x.x.x hop should be addressed. 

@BruceW​ wrote;

Maybe Comcast has exhausted its IPv4 address assignments?

Or they're trying to head that off at the pass ? My curiosity is what do they need CG NAT for now that they support IPv6. Who knows how much $$$ they invested in implementing that.... Why invest in CG NAT now ???

@user_254d51​ Interesting to see Colorado come up again. Do you happen also to have a 100.x.x.x or 10.x.x.x early hop in your traceroutes?

Yup. On the very first hop. I tried a factory reset on my modem about an hour ago after my latest connection loss. So far it seems stable. I'm not hopeful of getting any help from Xfinity, so we'll see if that solves the issue long term.

fyi it was a 10.x.x.x

@hawke_114​ Exact same for me. Had maintenance done on 11/4, cutting out ever since. Mornings seem a little better and then nights it’s cutting out a lot. Not a regular interval like you mentioned. Sometimes it’s many times an hour and other times it won’t cut out for an hour or two. Have you had any luck dealing with technicians/calling support? I can’t get any answers from them. Extremely frustrating to deal with this for what has now been over two weeks! 

The only answer I've been given is that this "enhancement" increased the speed of my current internet plan to 400 mbps so that it now exceeds the speed capacity of my 373 mbps modem. My options are I either need to buy a faster modem, or change plans. Since performing a factory reset on my modem, it's been stable for more than 24 hours. I'll stick with the faster plan and if it starts glitching out again, I'll just buy another modem.

@user_1b769d​ 

So far no help from tech support. They told me they "provisioned more power to my area" pretty sure they didn't actually do anything and just sold me a line. It didn't help if they actually did something. 

@user_0ef58c​ Well, I'm still fighting it, and Xfinity is zero help, except to try to sell me a new plan!!! Yay! That's what I need! So this enhancement somehow changed my existing plan from 200 to 400 mbps, without my knowledge and against my wishes. They will sell me my old plan back, but under a new name and at a higher price. Or I can try buy a new modem and a new plan, at a higher price of course. Who knows if it'll work, but the pattern is clear. The new "enhancement" was intended to force people off legacy plans, and sell them something new. Fantastic business practices. I'm getting the new modem, and keeping my old plan. I'll report back if the new modem helps.

New modem seems to be the answer. Cost me 400 bucks for a top end Motorola, but not a single drop since I hooked it up. And I get wifi 6, so I should be good for a couple years. Still not happy that this purchase was forced by this so-called enhancement.

@user_73490d​ 

traceroute xfinity.com
traceroute: Warning: xfinity.com has multiple addresses; using 68.87.41.40
traceroute to xfinity.com (68.87.41.40), 64 hops max, 52 byte packets
 1  10.0.1.1 (10.0.1.1)  0.698 ms  0.265 ms  0.159 ms
 2  172.20.163.2 (172.20.163.2)  8.079 ms
    172.20.163.3 (172.20.163.3)  9.298 ms
    172.20.163.2 (172.20.163.2)  9.323 ms
 3  69.139.212.237 (69.139.212.237)  9.445 ms
    69.139.212.81 (69.139.212.81)  11.187 ms
    69.139.212.237 (69.139.212.237)  11.147 ms
 4  68.85.171.5 (68.85.171.5)  9.333 ms
    68.85.171.25 (68.85.171.25)  10.159 ms
    68.85.171.5 (68.85.171.5)  10.357 ms
 5  96.110.97.41 (96.110.97.41)  10.455 ms
    68.85.171.14 (68.85.171.14)  12.996 ms
    96.110.97.41 (96.110.97.41)  30.193 ms
 6  96.110.97.41 (96.110.97.41)  12.292 ms
    ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  26.530 ms
    96.110.97.41 (96.110.97.41)  12.067 ms
 7  be-33132-cs03.doraville.ga.ibone.comcast.net (96.110.43.89)  26.404 ms
    ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  32.201 ms
    be-33122-cs02.doraville.ga.ibone.comcast.net (96.110.43.85)  25.514 ms
 8  be-33112-cs01.doraville.ga.ibone.comcast.net (96.110.43.81)  27.315 ms
    be-1313-cr13.doraville.ga.ibone.comcast.net (96.110.34.202)  26.452 ms
    be-33112-cs01.doraville.ga.ibone.comcast.net (96.110.43.81)  26.160 ms
 9  be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  37.524 ms
    be-1313-cr13.doraville.ga.ibone.comcast.net (96.110.34.202)  27.286 ms
    be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  39.476 ms
10  be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  37.296 ms
    be-1311-cs03.beaumeade.va.ibone.comcast.net (68.86.84.25)  37.579 ms
    be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  37.030 ms
11  68.86.92.22 (68.86.92.22)  45.367 ms
    be-1111-cs01.beaumeade.va.ibone.comcast.net (68.86.84.17)  38.208 ms
    68.86.92.18 (68.86.92.18)  45.159 ms
12  68.86.92.22 (68.86.92.22)  50.240 ms
    be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  44.220 ms
    68.86.92.26 (68.86.92.26)  45.183 ms
13  * be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  43.076 ms *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  *^C

@user_73490d​

traceroute xfinity.com
traceroute: Warning: xfinity.com has multiple addresses; using 68.87.41.40
traceroute to xfinity.com (68.87.41.40), 64 hops max, 52 byte packets
 1  10.0.1.1 (10.0.1.1)  0.493 ms  0.285 ms  0.231 ms
 2  172.20.163.3 (172.20.163.3)  9.801 ms
    172.20.163.2 (172.20.163.2)  13.395 ms
    172.20.163.3 (172.20.163.3)  12.360 ms
 3  69.139.212.81 (69.139.212.81)  10.379 ms
    69.139.212.237 (69.139.212.237)  10.440 ms
    69.139.212.81 (69.139.212.81)  11.130 ms
 4  68.85.171.25 (68.85.171.25)  8.525 ms
    68.85.171.5 (68.85.171.5)  9.768 ms
    68.85.171.25 (68.85.171.25)  12.863 ms
 5  68.85.171.14 (68.85.171.14)  8.410 ms
    96.110.97.41 (96.110.97.41)  11.889 ms
    68.85.171.14 (68.85.171.14)  8.868 ms
 6  ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  18.463 ms
    96.110.97.41 (96.110.97.41)  11.182 ms
    ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  17.342 ms
 7  ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  20.584 ms
    be-33122-cs02.doraville.ga.ibone.comcast.net (96.110.43.85)  22.565 ms
    ae-3-ar02.goodslettvll.tn.nash.comcast.net (162.151.94.93)  25.525 ms
 8  be-1413-cr13.doraville.ga.ibone.comcast.net (96.110.34.206)  24.160 ms
    be-33112-cs01.doraville.ga.ibone.comcast.net (96.110.43.81)  25.218 ms
    be-1213-cr13.doraville.ga.ibone.comcast.net (96.110.34.198)  26.487 ms
 9  be-1313-cr13.doraville.ga.ibone.comcast.net (96.110.34.202)  23.240 ms
    be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  36.474 ms
    be-1113-cr13.doraville.ga.ibone.comcast.net (96.110.34.194)  31.942 ms
10  be-1111-cs01.beaumeade.va.ibone.comcast.net (68.86.84.17)  37.013 ms
    be-301-cr11.beaumeade.va.ibone.comcast.net (96.110.32.2)  35.638 ms
    be-1111-cs01.beaumeade.va.ibone.comcast.net (68.86.84.17)  36.344 ms
11  be-1111-cs01.beaumeade.va.ibone.comcast.net (68.86.84.17)  39.695 ms
    68.86.92.22 (68.86.92.22)  43.954 ms
    be-1211-cs02.beaumeade.va.ibone.comcast.net (68.86.84.21)  36.407 ms
12  be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  43.193 ms
    68.86.92.26 (68.86.92.26)  58.459 ms
    be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  43.571 ms
13  be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  42.518 ms *  45.188 ms
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *
31  * * *
32  * * *
33  * * *
34  * * *
35  * * *
36  * * *
37  * * *
38  * * *
39  * * *
40  * * *
41  * * *
42  * * *
43  * * *
44  * * *
45  * * *
46  * * *
47  * be-100-ur21-d.westchester.pa.bo.comcast.net (68.85.137.213)  44.795 ms !X *
48  * * *
49  * * *
50  * * *
51  * * *
52  * * *
53  * * *
54  * * *
55  * * *
56  * * *
57  * * *
58  * * *
59  * * *
60  * * *
61  * * *
62  * * *
63  * * *
64  * * *

And from the modem logs I'm seeing the following messages in sequence, when niternet connectivity is lost and the modem begins to reboot.

Priority          Code       Message

5-Warning     Z00.0      MIMO Event MIMO

6-Notice        I502.0     Received REG-RSP while in REG-HOLD1 state

3-Critical       R07.0      Unicast Ranging Received Abort Response - initializing MAC

3-Critical       R0.20      No Ranging Response received - T3 time-out

6-Notice        N/A         Cable Modem Reboot due to T4 timeout

@User_73490d Thank you for reaching out via our Xfinity Forums. I am sorry to hear you have been having internet connection issues and would like to look into this with you.

When you have a moment please send your name and service address to "Xfinity Support." You can do this by using the Direct Messaging icon at the top of the page. 

@user_1b769d​ demand maintenance folks. They can see data that lower techs can't. Namely upstream snr and other oddities. Turns out "drop" wasn't the right word for my issue; rather, the upstream SNR fluctuated enough that I had drops in streams.

But my issue isn't fully resolved. So we shall see if any of that is relevant anyway. Still, worth pushing for Maintenance if tech has done what they can and claim not to see an issue on their end. I had the same comments from local teams while corporate was simultaneously admitting there was still an issue they could see

@user_1b769d​ resolved...no. Escalated maybe. I had 2 techs out this week, the first one checked all the connections to my apartment and re terminated them all to be safe. Still no improvement. The second tech checked again and told me he was escalating internally to his supervisor who can escalate it further internally. He said they might want to pull new cables to my unit which is probably a waste of everyone's time, but when that solves nothing hopefully they will escalate it even further.

@user_1b769d​ Curiously (and knock on wood), I haven't experienced drops in the past 6 days. I haven't changed a thing on my end. Only posted in this thread.

@hawke_114​ Argh, I thought my issue was resolved because I had a few days of streams without drops. I guess the maintenance folks found some melted cable splitter in a neighbor's house. I was hoping them fixing that would resolve my issue but alas, here we go again. Fortunately, my issue is still (I hope) escalated, since I only closed the ticket 2 hours ago heh. Fingers crossed I don't have to start back at square one...

@user_0ef58c​ Must have jinxed myself! This afternoon I suffered another dropout.

@shix999​ Hi there, I also am in Rockford. I sent you a message. I also have the 10.61.153.2 hop and the latency to it is also way higher than it should be. The local maintenance/net tech supervisor says he is not aware of what that hop is nor why the latency is high. I think  if enough of us here in Rockford voice up, the higher-ups will have to answer the local supervisor. I will let the maintenance supervisor know and send him a link to this post, because he said they were not getting other complaints about this issue. Perhaps we have two entirely separate issues when it comes to the intermittent drops, but that 10.61.153.2 hop and its high latency is the exact same as mine and worth looking into. @EG 's theory is that they're doing a CG-NAT, but why it has such high latency compared to our other hops and whether it relates to our intermittent drops is not clear. If you're curious at all, shix, to see my traceroutes and see any connections to your drops/dates (for instance, I had a stream drop on Monday at 8:29 P.M. our time), here is my post. My issue started after work was done to enhance the network in my area in late September. Not sure if your issue started after some maintenance or enhancement work, as well.

I do very low demand gaming, so it hasn't affect my gaming per se. I [believe I] only notice it when doing something high demand with the upstream, like streaming on Twitch, YouTube, etc. I mention that because I wonder if the interruptions or latency jitters are so brief that it really only affects those of us doing something high-demand. And also in case that supports a potential theory that latency spikes to the 10.61.153.x hop are at the root of this (tho who knows...)

@Xfinity Support  this is the same city I live in and the same 10.61.153.x hop that I've been asking about. I know y'all said you were going to look into it, but here's another example that it's not specific to my house and that it has high latency for others

@user_0ef58c​ @Xfinity Support Here's me running pingplotter overnight.. it doesn't matter if I'm using my internet for anything or not(gaming/twitch intensive stuff etc) as it seems to be constantly doing it every so often, something is obviously wrong somewhere. The 2nd tech left today and replaced some more stuff that the last tech didn't and said he changed my port too w/e that means. He didn't know anything about hops or reading tracert and because his phone showed a "green checkmark" on some levels he couldn't put in some work order or something like that? I asked what if he's testing it inbetween the packetloss on those hops while showing him this pingplotter thing.. he just ignored it cuz green check mark means good apparently and mentioned making a note about my issue idk

@shix999​ yours definitely seems more significant than mine. Perhaps there are 2 issues going on for you like there was for me (things have been better since they replaced a melted cable splitter at neighbors place), while the latency jitter at the 10.61.153.2 hop doesn't help either. Good luck, my best advice is to stay in constant contact and request the tech supervisor's contact info so that you can share your info and show you're doing your due diligence. (I am about to do a professional stream. I will run a pingplotter while doing it out of curiosity)

@shix999​ If you still have access to that graph/pingplotter file, can you scroll the bottom part until the focus is precisely at one of those packet loss moments (e.g., around 3:45 AM) and post a screenshot of what it all shows. It should show on the top half where the packet loss starts and whether it extends to the final hop, meaning it had an effect.I'm no expert but I think in your current screenshot, the top half is showing 12:59PM, while the bottom half doesn't show that time, so it's hard to look into it more.

I cut it off there as that was when the tech arrived and it went offline completely with him changing out wires on the roof etc

@user_1b769d​ Pingplotter is good and rendered in a nice way. Modem and router event logs of course are useful too. Thinkbroadband is great but for some reason only allows UK time lol. Wireshark is the best, but I have no clue how to understand it nor do most the techs lol. Pingplotter is probably your best bet. If you stream on Twitch, Twitch Inspector is great for getting and remembering exact times of drops

@user_1b769d​ if you can, put a pfsense firewall in your network and use the quality monitoring to get easy graphs. You can see what it looks like from my previous posts above. It's free software you can run on a spare PC or virtual machine. It doesn't have to replace your current router if you don't want to for this feature. 

Hi, thank you for reaching out to Xfinity. I understand you are having issue with your internet. Has any troubleshooting been done by a specialist?