U

Visitor

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1 Message

Wed, Nov 16, 2022 6:13 AM

Internet Frequently Dropping

My internet is dropping several times a day and I have been through the troubleshooting several times now and it’s still happening at least 8-10 times per day. I work from home and depend on my internet to work. This happens during several meetings a week and is effecting my ability to work. Had anyone else experienced this and found a fix or a way to get Xfinity to investigate?

Visitor

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7 Messages

10 days ago

They're going to tell you to direct message them and then never respond. I'm having the same issue.

Contributor

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114 Messages

10 days ago

If you get the chance please post a traceroute to xfinity.com 

Yea my current theory is there's some compatibility issue while they upgrade areas. And they keep giving us the runaround until everything gets upgraded. They keep telling me they're monitoring my connection. There's nothing to monitor: they should be at the step of trying to isolate where the drops are coming from. Good luck. 

Visitor

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7 Messages

@user_0ef58c​ interesting, I have more timeouts for xfinity.com than I do comcast.net, 1.1.1.1, and 1.0.0.1

(edited)

Contributor

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114 Messages

@Mr.B​ notice that abnormally high latency for such an early hop to a 10.61.x.x device? I'm having that same thing, also with intermittent drops. 

The first hop is your router. The 2nd hop should not be a layer 3 device, which 10.61.x.x is. Xfinity refuses to tell me what this hop is and how it might relate to our problem.

I'm sure @EG is sick of me tagging them but there seems to be a strong correlation between this NATTing the WAN / proxy initiative and intermittent connection drops. For some people it's modem or corroded lines etc, but for those of us where it happened after recent work, or started suddenly , there is a strong correlation.

I urge the Digital Care Team to escalate this to someone who can tell us why we are having an extra Layer 3 hop, why the latency is higher than a 2nd hop should be, and if it relates to our connectivity issues.

Anyway, thanks for posting. Further evidence for my naive hypothesis heh. Good luck. If you find a solution please post here. 

 

 

Contributor

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66 Messages

@Mr.B​ Are you using another router with your gateway? 10.0.0.0/8 IPs are reserved for LAN use. I would bridge the gateway and just use your router if that's the case. Otherwise, is Xfinity suddenly running some weird form of CGNAT in some areas? (If this was the case, CGNAT IPs should be in the 100.64.0.0 to 100.127.255.255 range)

Contributor

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114 Messages

@Hemingray42​ it is not because of an extra router. There are many of us in this same boat. A local maintenance guy admitted to me it's something Xfinity is doing but wouldn't tell me what it was

EG

Expert

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96.7K Messages

10 days ago

Contributor

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66 Messages

@EG​ Very odd, is Xfinity starting to do CGNAT on IPv4 addresses? I'm not seeing that on my end fortunately. Hopefully not going to be a thing as I don't use IPv6 at all for anything.

Contributor

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114 Messages

@Hemingray42​ I'm super naive to this stuff, but if I were to figure out how to set ipv6 as my preference, could that maybe help my issue by working around the cg-nat? Sorry for what is probly a silly question, but I'll do anything at this point. (And I currently have ipv6 disabled because I could never figure out the settings for it heh)

Visitor

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7 Messages

I will mention, I run PFSense as my router and disabled the IPV6 yesterday as it was part of my testing.  There was no difference.  I was seeing ping loss on both IPV4 and 6 asymmetrically. I did notice hop 2 being a private address, so I'm not sure what to make of it in the realm of the Comcast world, it is definitely weird.  It does seem to be some kind of CGNAT but yeah, normally that stuff is in the 100 range.  Going to have a friend see if his 2nd hop is similar. 

EG

Expert

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96.7K Messages

@Hemingray42​ 

Seems so... But a question would be why is the IP addy in the private / non-routable range of 10.x.x.x.....

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.

Was your question answered? Please mark an Accepted Answer!tick

Contributor

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66 Messages

@EG​ Which makes this very weird. CGNAT usually lives in the range of 100.64.0.0 to 100.127.255.255. Not seeing it in my area as of yet though so can't tell.

Visitor

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8 Messages

10 days ago

Similar issue here. Last week Xfinity alerted me to "upgrades being made in my area" ever since I get packet loss 24 hours/day.

During an 8 hour workday I lost connection to zoom/teams meetings during each spike on this graph, so I had maybe 3 hours total of stable internet access today...

Each spike being anywhere from 30 seconds of solid packet loss to a minute. One incident captured on MTR below.

(edited)

Visitor

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7 Messages

@hawke_114​ I have a feeling we are close in area, that cermak hop times out for me as well.

Contributor

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114 Messages

@Mr.B​ I am in northern Illinois (Rockford here). Even tho modem has been replaced and confirmed.not the issue they're now offering that I pay monthly for their modem lol like I would after this hell. Why wont maintenance talk with us so we can collaborate to solve this issue? So frustrating 

Visitor

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7 Messages

9 days ago

Have a little more concrete timing on when things kinda started going downhill, almost looks like beginning of November. Not sure if you guys noted the same thing but the Internet is mostly unusable at this point, replacing a splitter inside the house today and will make sure it's not that before reaching out to Comcast support. Something is definitely going on.  Also talked to a buddy about hop 2, it's just a local network for Comcast.  Could be a switch or something, so the traffic goes from my local GW out to a Comcast owned switch and then from there goes out to the 'internet'.

Visitor

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8 Messages

@Mr.B​ yeah, 11/4 was when I got the notification about "improvements". It has been unstable for me ever since. 

Contributor

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114 Messages

@Mr.B​ interesting so that's what that extra hop is? That's fine, but it's odd the latency is higher than later hops.

EG

Expert

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96.7K Messages

9 days ago

FWIW. Only a Comcast Network Engineer or possibly a Headend Technician could speak authoritatively about what that device actually is.

Contributor

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114 Messages

@EG​ I'm just so tired. Who knows--the issue may be completely unrelated to the 10.x hop. But there seems to be a definite correlation between local network enhancements/upgrades and intermittent connections. The 10.x device was more a curiosity/interesting. Okay, rant done, sorry. 

EG

Expert

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96.7K Messages

9 days ago

Completely understood. I feel your pain.....

Visitor

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1 Message

9 days ago

I've been having an issue exactly like this for an entire month now after the area network team did work in my area to prepare for next year's fiber optic rollout. Devices reset and power cycled multiple times, modems swapped out, every single possible thing I can do on my end done... and it still happens multiple times per day where I suffer packet loss and miss entire chunks of video call conversations while working, in addition to being dropped from online multiplayer functions on my off hours when I'm trying to relax.

Official Employee

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442 Messages

Hi there, @RavenDynamics. I am sorry to hear that you are having issues with your devices going through multiple power cycles. You are in the right place and I am happy to take a look at your account. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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

Official Employee

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362 Messages

8 days ago

Hello @user_607d99, thank you for taking the time to reach out to us. We will be happy to help with your connection issue. I appreciate the troubleshooting that you've done on your end. We will take a further look into things. Can you please send our team a direct message with your full name and full address? We look forward to speaking with you! 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Jlavaseur

Problem Solver

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721 Messages

8 days ago

IPv4: 10.61.154.*is Private Use IP.

10.61.154.*is an intranet IP address, which is usually allocated to mobile phones, desktops, laptops, TVs, smart speakers and other devices. The intranet may also have another IP 10.61.154.1, which is usually used as an external gateway, this device is generally a WIFI wireless router or a switch with networking routing function. If you want to log in to its web admin interface, please click http://10.61.154.1 or http://10.61.154.131 try to enter, you also need to provide a username and password, you can also click 10.61.154.1 for more details. interesting.....

(edited)

Contributor

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114 Messages

@Jlavaseur​ unfortunately, I tried both those and neither led to a switch login. Also, I'll double-check, but I'm 90% sure that device doesn't show up on my router's list of private network devices.

Jlavaseur

Problem Solver

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721 Messages

I read that the default http port number is 80 or 8080, but it could of been changed for obvious reasons…

Visitor

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7 Messages

The management for the device is likely not exposed to any of the "LAN" interfaces.

Visitor

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7 Messages

5 days ago

Things have improved for me since 11/17.  

Visitor

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8 Messages

5 days ago

It looks like some people are getting responses directly from Comcast. Has that helped at all? I'm still getting outages almost exactly every two hours during the day, and almost every hour after 11 pm. 

Visitor

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1 Message

2 days ago

Having the same issue for the past month. With more people working from home, this is ridiculous from an execution and communication perspective. I have gone through the troubleshooting, and have bought 4 different mesh routers, to regain some stability. It hasn't worked and I can't get through a single MS Teams/Zoom meeting without poor connectivity and drops. I have to join through my phone, off of WiFi to work. 
And it doesn't help that XFinity has made it increasingly difficult to get a hold of live techs...If I had another viable ISP in my area, I would have switched ISP.

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