J

Visitor

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9 Messages

Fri, Oct 22, 2021 3:35 PM

Internet disconnects and reconnects exactly 30 or 60 mins every single hour for 1 second

My internet is getting disconnected and then reconnected 1 second later every 30 or 60 minutes.

[Internet connected] IP address: [Edited: "Personal Information"] Friday, October 22,2021 07:25:03         
[Internet disconnected] Friday, October 22,2021 07:25:02         

Search "Internet disconnect" (76 hits in 1 file of 1 searched)
  new 1 (76 hits)
 Line 6: [Internet disconnected] Friday, October 22,2021 07:25:02         
 Line 14: [Internet disconnected] Friday, October 22,2021 06:55:02         
 Line 30: [Internet disconnected] Friday, October 22,2021 05:55:02         
 Line 42: [Internet disconnected] Friday, October 22,2021 05:25:04         
 Line 59: [Internet disconnected] Friday, October 22,2021 04:25:03         
 Line 69: [Internet disconnected] Friday, October 22,2021 03:55:02         
 Line 75: [Internet disconnected] Friday, October 22,2021 02:55:02         
 Line 81: [Internet disconnected] Friday, October 22,2021 02:25:03         
 Line 90: [Internet disconnected] Friday, October 22,2021 01:25:03         
 Line 96: [Internet disconnected] Friday, October 22,2021 00:55:03         
 Line 101: [Internet disconnected] Thursday, October 21,2021 23:55:02       
 Line 109: [Internet disconnected] Thursday, October 21,2021 23:25:03       
 Line 129: [Internet disconnected] Thursday, October 21,2021 22:25:03       
 Line 135: [Internet disconnected] Thursday, October 21,2021 21:55:04       
 Line 159: [Internet disconnected] Thursday, October 21,2021 20:55:03       
 Line 165: [Internet disconnected] Thursday, October 21,2021 20:25:03       
 Line 178: [Internet disconnected] Thursday, October 21,2021 19:25:03       
 Line 185: [Internet disconnected] Thursday, October 21,2021 18:55:04       
 Line 202: [Internet disconnected] Thursday, October 21,2021 17:55:04       
 Line 206: [Internet disconnected] Thursday, October 21,2021 17:25:04       
 Line 224: [Internet disconnected] Thursday, October 21,2021 16:25:04       
 Line 231: [Internet disconnected] Thursday, October 21,2021 15:55:04       
 Line 246: [Internet disconnected] Thursday, October 21,2021 13:55:04       
 Line 253: [Internet disconnected] Thursday, October 21,2021 13:25:04       

...

The disconnect looks I am only getting a 1 hour or 30 min IP lease from Xfinity for some reason:

IP Address [Edited: "Personal Information"]
Subnet Mask 255.255.254.0
Default Gateway [Edited: "Personal Information"]
DHCP Server : [Edited: "Personal Information"]
DNS Server : 1.1.1.1
8.8.8.8
Lease Obtained 0 days,1 hrs,0 minutes
Lease Expires 0 days,0 hrs,51 minutes

These one second of disconnect is causing Zoom calls to drop and online games to disconnect, probably because the IP actually changed.

I am currently using the 400 Mbps plan.

Visitor

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5 Messages

1 m ago

Not likely changing IP.  I've had Xfinity internet for like 10 years and my IP hasn't changed once.  Even after outages.

I would do a constant ping test to a reliable server over time and see just how many lost packets are happening.

Visitor

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9 Messages

@cvraspir I looks like I might be mistaken, the IP address did stay the same. However, the 1-2 second between disconnect and reconnect does correspond to drop Zoom calls and getting disconnected from online games.

I am wondering if I should just use the IP that was assigned to me as a static IP and run for as long as possible.

Official Employee

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112 Messages

Hello there, @joelzhl! Thank you for bringing this to our attention through our Forums, and thank you for your patience while awaiting our response. I realize you've been experiencing connection issues with your in-home network, and I can most definitely imagine the inconvenience behind this!

If you're still experiencing the issue, I'd like to take a deeper look into your account. Can you please send me a private message, including your full name, and full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen. Once you click on the icon, you should be able to search "Xfinity Support", and this will allow you to send us a PM. Thank you in advance, and I look forward to getting to the bottom of this for you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Expert

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90.5K Messages

1 m ago

@joelzhl @XfinityTyler 

Please post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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9 Messages

1 m ago

I ended up using the IP that was allocated by DHCP as a static IP. So far, that IP has not been pulled from me yet. I haven't noticed any large one second disconnect or latency spike like before except 1 time right after switch over to static, which I believe was the leftover from before the switch.

Official Employee

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535 Messages

I am happy to hear that it sounds like that IP is working for you! If you do continue to have issues we would be happy to help! Feel free to reach back out through Xfinity Forums as we are here on this platform to help 24/7! We really appreciate your time in reaching out! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

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90.5K Messages

@joelzhl

Thanks for posting back with that info ! Sounds like there was an issue with their DHCP assigned public IP address lease length / renewal for some reason. Hope things hold up for you. Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Visitor

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9 Messages

Well, that solution lasted for just a few days. I was just completely disconnected from the internet. It would not let me reconnect until I set the router to use DHCP, which gave me a new IP address. I guess the old IP address I was hanging onto got reallocated to someone else.

Official Employee

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399 Messages

I appreciate you keeping us posted on your IP address concerns. To confirm, after it assigned a new IP to you, has it continued to drop every 30/60 minutes or has it remained connected? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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9 Messages

@XfinityStephanieK 

Yes, after I reverted to DHCP, it keeps dropping every 30/60 mins. Here's the router log and some timestamp I took when the disconnect happens:

	Line 3: [Internet connected] IP address: [new IP address, same as line 84] Wednesday, October 27,2021 01:38:32      
	Line 10: [Internet connected] IP address: [new IP address, same as line 84] Wednesday, October 27,2021 00:38:32      
	Line 21: [Internet connected] IP address: [new IP address, same as line 84] Wednesday, October 27,2021 00:08:31      
	Line 33: [Internet connected] IP address: [new IP address, same as line 84] Tuesday, October 26,2021 23:08:31        
	Line 40: [Internet connected] IP address: [new IP address, same as line 84] Tuesday, October 26,2021 22:38:31        
	Line 52: [Internet connected] IP address: [new IP address, same as line 84] Tuesday, October 26,2021 21:38:31        
	Line 67: [Internet connected] IP address: [new IP address, same as line 84] Tuesday, October 26,2021 21:23:30        
	Line 84: [Internet connected] IP address: [new IP address] Tuesday, October 26,2021 20:53:24        
	Line 111: [Internet connected] IP address: [Old static IP address] Tuesday, October 26,2021 20:46:09        
	Line 114: [Initialized, firmware version: V1.2.0.88_1.0.1 ] Tuesday, October 26,2021 20:45:03        




Disconnect Log
10/26 - 9:23 PM
10/26 - 9:28 PM
10/26 - 9:39 PM (1 hour lease)
10/26 - 10:38 PM (30 minute lease)
10/26 - 11:08 PM (2 hour lease)
10/26 - 12:08 PM (1 hour lease)
10/27 - 12:38 AM (2 hour lease)
10/27 - 1:38 AM (1 hour lease)

Frequent Visitor

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11 Messages

1 m ago

Ask one of the phone techs to sync to your DOCSIS 3.1 Router whatever it is..  Also I DO NOT recommend using that Xfinity freeware load with Antivirus on it. More like spyware in my opinion.  Always question anything that is FREE. 

Frequent Visitor

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11 Messages

1 m ago

Ask an online Phone tech to connect to your Modem and sync the connection to theirs.  If you sign in as admin in dos and use tracert instead of ping.  You will be able to see where the packets drop. 

C:\>tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [23.202.215.44]
over a maximum of 30 hops:

  1     2 ms     2 ms     1 ms  www.routerlogin.com [192.168.1.1]
  
  5    14 ms    13 ms    14 ms  be-11-ar02.pontiac.mi.michigan.comcast.net [96.108.21.25]
  6    22 ms    21 ms    20 ms  be-32121-cs02.350ecermak.il.ibone.comcast.net [96.110.42.181]
  7    20 ms    22 ms    20 ms  be-2212-pe12.350ecermak.il.ibone.comcast.net [96.110.33.214]
  8    21 ms    20 ms    20 ms  23.30.207.30
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12    19 ms    20 ms    19 ms  a23-202-215-44.deploy.static.akamaitechnologies.com [23.202.215.44]

 This is better than Ping and like I said shows you where it drops would be the * * * .  * * * is where you hit the internal comcast addresses as long as you get to the last address your doing it right or there is an issue.  You can tracert to any address or url.  What tracert stands for is trace route which can be called different names under different "OS".  Another is traceroute.  In this example 20.30.207.30 would be there outside Firewall perhaps on a BGN(border gateway network that has a dirty and clean layer 3 device) , Then it hits a Router which they don't share ip info on and a couple of more routers, one inside then one at akamai, then to the comcast akamai cloud server last that is hosting www.Comcast.net site.  You can use wireshark and pcap to do just about the same with more protocol details.  Lets say for example you could not get any thing but your tracert going on and on like this * * * after 20.30.207.30 that would be the ip address you would tell the tech on the that it is dropping at.

Frequent Visitor

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11 Messages

@bratly Tracert -r and ip or host is what I usually use or you can just use plain tracert to solve to your ISP.   Always gives more info than ping.

Contributor

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26 Messages

@bratly

Every 30 to 60 minutes like clockwork? 

Visitor

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9 Messages

I did a tracert and WinMTR for over an hour, here are the results:

	Line 17: [Internet connected] IP address: [same IP] Wednesday, October 27,2021 10:57:41      
	Line 23: [Internet connected] IP address: [same IP] Wednesday, October 27,2021 10:27:40      
	Line 41: [Internet connected] IP address: [same IP] Wednesday, October 27,2021 09:27:40      (41 minutes to d/c)
	Line 72: [Internet connected] IP address: [same IP] Wednesday, October 27,2021 08:46:43      (I manually release/renew)
	Line 91: [Internet connected] IP address: [same IP] Wednesday, October 27,2021 08:08:32      




Disconnect Log
10/26 - 9:23 PM
10/26 - 9:28 PM
10/26 - 9:39 PM (1 hour lease, 1 hour till next d/c)
10/26 - 10:38 PM (30 minute lease, 30 minutes till next d/c)
10/26 - 11:08 PM (2 hour lease, 1 hour till next d/c)
10/26 - 12:08 PM (1 hour lease, 30 mins till next d/c)
10/27 - 12:38 AM (2 hour lease, 1 hour till next d/c)
10/27 - 1:38 AM (1 hour lease)
10/27 - 8:46 AM (manual release/renew, 1.5 hour lease)




PS C:\> tracert www.comcast.net

Tracing route to e7010.dscg.akamaiedge.net [104.81.187.12]
over a maximum of 30 hops:

  1    27 ms    27 ms    27 ms  [VPN Gateway IP]
  2    27 ms    27 ms    28 ms  unn-156-146-48-254.cdn77.com [156.146.48.254]
  3    28 ms    28 ms    28 ms  be-110-pe12.seattle.wa.ibone.comcast.net [50.248.116.121]
  4    28 ms    28 ms    28 ms  be-2212-cs02.seattle.wa.ibone.comcast.net [96.110.34.133]
  5    28 ms    27 ms    28 ms  be-2202-pe02.seattle.wa.ibone.comcast.net [96.110.36.166]
  6    28 ms    28 ms    27 ms  23.30.207.90
  7   295 ms    36 ms    30 ms  ae2.digfort-sea3.netarch.akamai.com [23.203.145.152]
  8    29 ms    28 ms    27 ms  a104-81-187-12.deploy.static.akamaitechnologies.com [104.81.187.12]



|-------------------------------------------------------------------------------------------------------|
|                                                   WinMTR statistics                                   |
|                       Host              -            Lost % | Sent | Recv | Best | Avrg | Wrst | Last | Lost
|-------------------------------------------------------------|------|------|------|------|------|------|
|                                [VPN Gateway IP] -                 1 | 5569 | 5558 |   26 |   27 |  146 |   27 | 11
|            unn-156-146-48-254.cdn77.com -                 1 | 5558 | 5544 |   26 |   28 |  154 |   27 | 14
|be-110-pe12.seattle.wa.ibone.comcast.net -                 1 | 5585 | 5578 |   27 |   28 |  144 |   28 | 17
|be-2312-cs03.seattle.wa.ibone.comcast.net -                1 | 5561 | 5548 |   27 |   29 |  127 |   28 | 13
|be-2302-pe02.seattle.wa.ibone.comcast.net -                1 | 5588 | 5582 |   27 |   28 |  152 |   27 | 6
|                            23.30.207.90 -                 1 | 5577 | 5568 |   27 |   28 |  155 |   28 | 9
|       ae2.sabey-sea2.netarch.akamai.com -                 1 | 5570 | 5559 |   27 |   47 |  561 |   35 | 11
|a104-115-134-171.deploy.static.akamaitechnologies.com -    1 | 5577 | 5568 |   27 |   28 |  149 |   27 | 11
|_____________________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

@confuzzeled Yes, every 30 to 60 minutes like clockwork. The IP lease could be 1 or 2 hours, but the disconnect always happen 30 to 60 minutes. The only exception is after I did a manual release/renew, which it disconnected me at 41 minutes. After that disconnect, it reverts back to 30/60 minutes.

Visitor

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9 Messages

Also, the VPN Gateway IP does not seem to be the problem. If I disconnect from the VPN, routerlogin replaces that IP and it also experiences the same packet drop. 

Contributor

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26 Messages

1 m ago

Whatever it's worth, tracing to the Comcast portal page website is not very helpful. You are not connected to it until and unless you actually browse to it. The trace is only revealing the results of that one single route. There are millions of routes on the internet. And your modem is not physically connected to it.

Visitor

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9 Messages

@confuzzeled I did tracing to google.com and other gaming servers with almost identical results.

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