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I just spent the last hour on the phone with tech support and eventually got so frustrated I had to hang up on them before going off and screaming. Somehow after 45 minutes of troubleshooting with one person they put me on hold to try and schedule a tech to visit, then some random other person picked up from the hold and tried to get me to start all over again, but then claimed they couldn't find the modem the previous person had no trouble finding. Despite telling them multiple times I had to leave and didn't have time to go through it all again they kept trying to get me to not leave and I grew increasingly frustrated.
Not a good experience...
Is there an alternative? Is there some US call center I can call? Can I go to my local service center and talk to them instead? Or do I have to go through the indian call center all over again and hope this time they can be semi-functional? My specific issue is sporadic 30 second outages throughout the day as well as random long ping times lasting a few seconds.
We can help you right here with that if you like.
Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log.
I previously had an arris modem and asus router but to rule out that problem I picked up a rental modem. The problems still persist. I believe it's the gateway 2 / Cisco DPC3939. On the phone the first person I talked to supposedly did all the troubleshooting and put me on hold to try and schedule a tech to come out, that's when some other random person took me off hold and had no idea who I was or what was going on.
There is nothing on the modem page at 10.0.0.1. It just lists my connected devices and has a login box. I do not know what the login is. It does not list any signal strengths or error logs.
The problems I have been having have persisted for months. I will get random outages lasting from 5 - 30 seconds multiple times a day. An example of what I see when this happens is:
64 bytes from 18.104.22.168: icmp_seq=32429 ttl=54 time=46.097 ms 64 bytes from 22.214.171.124: icmp_seq=32430 ttl=54 time=60.389 ms 64 bytes from 126.96.36.199: icmp_seq=32431 ttl=54 time=39.075 ms Request timeout for icmp_seq 32432 64 bytes from 188.8.131.52: icmp_seq=32433 ttl=54 time=31.921 ms Request timeout for icmp_seq 32434 Request timeout for icmp_seq 32435 Request timeout for icmp_seq 32436 64 bytes from 184.108.40.206: icmp_seq=32437 ttl=54 time=284.052 ms Request timeout for icmp_seq 32438 Request timeout for icmp_seq 32439 64 bytes from 220.127.116.11: icmp_seq=32440 ttl=54 time=263.102 ms 64 bytes from 18.104.22.168: icmp_seq=32441 ttl=54 time=23.976 ms Request timeout for icmp_seq 32442 Request timeout for icmp_seq 32443 64 bytes from 22.214.171.124: icmp_seq=32444 ttl=54 time=15.335 ms 64 bytes from 126.96.36.199: icmp_seq=32445 ttl=54 time=36.645 ms Request timeout for icmp_seq 32446 Request timeout for icmp_seq 32447 Request timeout for icmp_seq 32448 64 bytes from 188.8.131.52: icmp_seq=32449 ttl=54 time=47.805 ms Request timeout for icmp_seq 32450 64 bytes from 184.108.40.206: icmp_seq=32451 ttl=54 time=59.954 ms Request timeout for icmp_seq 32452 64 bytes from 220.127.116.11: icmp_seq=32453 ttl=54 time=20.522 ms 64 bytes from 18.104.22.168: icmp_seq=32454 ttl=54 time=56.828 ms 64 bytes from 22.214.171.124: icmp_seq=32455 ttl=54 time=29.614 ms Request timeout for icmp_seq 32456 Request timeout for icmp_seq 32457 64 bytes from 126.96.36.199: icmp_seq=32458 ttl=54 time=132.847 ms Request timeout for icmp_seq 32459 64 bytes from 188.8.131.52: icmp_seq=32460 ttl=54 time=66.627 ms Request timeout for icmp_seq 32461 Request timeout for icmp_seq 32462 Request timeout for icmp_seq 32463 Request timeout for icmp_seq 32464 Request timeout for icmp_seq 32465 64 bytes from 184.108.40.206: icmp_seq=32466 ttl=54 time=26.778 ms 64 bytes from 220.127.116.11: icmp_seq=32467 ttl=54 time=30.033 ms Request timeout for icmp_seq 32468 Request timeout for icmp_seq 32469
Sometimes I will get straight 100% packet loss for 30 seconds, sometimes it will be like this with sporadic high packet loss. And 95% of the time there is no packet loss and everything is fine.
@chadcf Since the device isn't displaying any signal/event info, we'll need an employee to pull that info up on their end. The can look everything over and help you get this resolved.
I've asked a Comcast employee to help you. You should expect a reply in this thread.
Hello chadcf, I can continue troubleshooting this issue here with you. To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.