Stevek066's profile

Contributor

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44 Messages

Monday, May 29th, 2023 9:49 PM

Closed

No internet this morning and yesterday morning.

Yesterday 5/28/23 it worked around 8:30am, went down around 9:15 for about an hour and a half. It came back up on it's own without me doing anything. Today it wasn't working again. but I'm pretty sure the modem's status lights looked normal. I have my own Motorola cable modem. The status of my router looked normal, showing the internet IP address I usually have and domain hsd1.ct.comcast.net. Also what was different was my Ooma phone interface LEDs looked normal, and when calling out I had dial tone, but dead air after entering a number. Yesterday, it was indicating a no internet condition. I restarted the cable modem, waited about 15 minutes - went on my cellphone and it showed my modem offline. A separate search showed no known area outages. 

I called Xfinity from my cellphone, used the automated system to restart my modem. Prior to that the log showed ' DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=...(my mac address) - at a certain time. Per the automated support, a restart signal was sent. That reset the time stamp before the 'DHCP failed...' message, or maybe it timed out and tried again. After about 40 minutes, I had internet again. I asked a neighbor if he needed the internet for anything, he did not and wasn't aware of trouble. 

I wonder if there was an area outage and it wasn't on Xfinity's site? I've seen where they do have an internet outage status message. Everything is tight to my cable modem, inspected the connection from outside the house, looks good.

Official Employee

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1.1K Messages

2 years ago

Hello @steveK066, thanks for reaching out for help with your connection. I'm sorry to hear that you were having trouble getting online, and our team is here to help however we can. Are you still, or have you had any more issues with the connection dropping since making this post? 

Contributor

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44 Messages

2 years ago

Hello - I don't believe so. The last 2 days been at work, home late afternoon. I my cable modem log I see the following critical error 4 times today 5/31/23: DHCP RENEW sent - No response for IPv6;CM-MAC=(my MAC addresses). Right now. 6:12pm - internet is up.  Because service was restored on it's own on 5/28/23 I wonder if there was area trouble in zip code 06066 that day and the next.

(edited)

Problem Solver

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567 Messages

Thanks for the update! We definitely don't want to see something like this, but we're happy things are working for you now. Since you're not experiencing any issues at the moment, would you be willing to keep an eye on this and let us know if anything else happens?

I no longer work for Comcast.

Contributor

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44 Messages

Yes. I received an email 'Reminder To Accept Solution on your post'. What solution?

Official Employee

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232 Messages

Hello @Stevek066. It looks like when we spoke last you were not having any issues, but I'm thinking it was because you were not home long enough to know if you were or not. Have you still been experiencing issues when you are home?

I no longer work for Comcast.

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