To whom it may concern. I need some help and I am just not getting it.
Let me first preface my issue with this. I am currently a customer of your's for my home internet service. I am not messaging you today to discuss any type of issue with my personal service. I am a business owner who owns a website, if you want the name I will relay to you privately. My website has paying subscribers with a decent amount of subscribers to the website. For the most part, we have no issues and the website runs smoothly. So now that you know those things, here is my issue.
On occasion, especially lately, I have users tell me they cannot get to my website, at all. While a smaller few of people are unable to get to even the home page of our website, most have no problems. The common denominator between the folks who have connection problems to my website are that they are all Comcast users and on their wifi with Comcast. As I handle the tech support for my website, I ask them basic tech support questions and the one question I have with these folks is are they on a Comcast network and they almost 95% of the time say they are. When I ask if they can connect to other domains, they say yes they can, just not mine. When I ask for them to connect to my domain on another wifi network on the same device or from their cellphone network, and they can connect.
Prior to reaching out to your tech support, I asked the opinion of my web host to see if they could help and this was their response:
“It's likely due to a bad IP routing table on a router on Comcast's network. Nothing you can really do about that as they usually update automatically every 24 hours or so.
The only thing you could do to prove it is get an app to trace the connection from your device to your website to show that it's a routing table issue on Comcast's network. Not sure that they would fix it though.
An IP routing table tells the network what internet server to send the connection request to next. If the table is bad or out of date then that can cause connections to just fail because it doesn't know where to go”
With that said, I probably spent 3-4 hours trying to get a hold of someone other than a tier 1 support agent. The tier 1 agents are only good enough for basic technical support and that’s fine, but I need someone who understand more advanced networking and technical skills to help solve me websites business problems. My experience with your support folks last week was extremely frustrating so I decided to send an email describing exactly what the issue is as I had to repeat myself to every single agent I got in touch with last week. I would call, finally convince a tech support agent to transfer me to a specialist, then during transfer, I would get disconnected and would have to start all over again.
Can someone PLEASE PLEASE PLEASE help me. I’m frustrated, my paying customers are even more frustrated that I can’t help them. I’ve even had a few of my customers call your support with no luck. The tier 1 agent just doesn’t understand the problem and they just give them back basic canned responses. For the sake of my business, please find someone who can help.
I forgot to mention, I have personally experienced this once before. It was about 6 months ago. But connecting to my work VPN resolved it because I was connecting to the website over VPN and not directly through Comcast servers. After about a day or two, it just mysteriously started routing properly again which makes sense what my web host provider said about 24 hours or so the routing table getting updated.
As you can see from a simple Google search, this is a common problem with no relevent answers to most of them.