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After calling Comcast so many times we have lost count, and spent so many hours on hold and speaking with customer service representatives, and unplugging and plugging back in power coords repeatedly with zero resolve... We have now have had 5 techs come to my home (a condo). One tech said there was nothing he could do because he didn't have a ladder, one tech replaced some cables from the box on our outside wall which is where the line that runs to the inside of our home comes from as well as all the splitters and cables inside, he did comparisons of my modem which is an Arris SB6183 - which should out perform any Comcast branded modem, did speed tests directly from my router which is a Netgear Nighthawk AC1900, and then finally recomended to switch to the Comcast supplied modem/router combo which we did to see if the problems persisted. Hours after this, the internet once again dropped signal and rebooted itself. This has reached a point where its becoming extremely stressful in order to complete any work because whenever we need the internet, it always seems to be down. I have lived in my home now for just over a year and have been dealing with this since day one. There has NOT been a day where we dont encounter these issues... The tech just left again after doing nothing but requesting another service tech to look at (replace?) the line that comes from the source and to my building and I made sure to have him replace the comcast modem with my own again since that hadn't made the slightest bit of difference.
Status and charts posted below...
This issue needs to be resolved and resolved quickly.
And yes - Ive started here - http://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474
I'm going to try escalating your ongoing issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !
traceroute to e7010.dscg.akamaiedge.net (126.96.36.199), 64 hops max, 72 byte packets
1 192.168.1.1 (192.168.1.1) 1.225 ms 1.033 ms 0.941 ms
2 188.8.131.52 (184.108.40.206) 8.979 ms 10.659 ms 11.016 ms
3 220.127.116.11 (18.104.22.168) 9.433 ms 9.695 ms 10.530 ms
4 ae-1-0-sur03.arlington.va.bad.comcast.net (22.214.171.124) 10.427 ms 35.261 ms 9.565 ms
5 ae-53-ar01.capitolhghts.md.bad.comcast.net (126.96.36.199) 10.311 ms 9.679 ms 11.403 ms
6 be-33657-cr02.ashburn.va.ibone.comcast.net (188.8.131.52) 13.503 ms 14.935 ms 15.556 ms
7 hu-0-10-0-7-pe07.ashburn.va.ibone.comcast.net (184.108.40.206) 13.276 ms 12.374 ms 14.983 ms
8 220.127.116.11 (18.104.22.168) 12.967 ms 11.796 ms 12.226 ms
9 bu-ether33.asbnva1611w-bcr00.tbone.rr.com (22.214.171.124) 15.326 ms 15.677 ms 15.249 ms
10 0.ae1.pr1.dca10.tbone.rr.com (126.96.36.199) 12.743 ms 12.630 ms 26.125 ms
11 a104-87-147-235.deploy.static.akamaitechnologies.com (188.8.131.52) 11.653 ms 11.439 ms 20.006 ms
|Test with IPv4 DNS record||
ok (0.082s) using ipv4
|Test with IPv6 DNS record||
|Test with Dual Stack DNS record||
ok (0.102s) using ipv4
|Test for Dual Stack DNS and large packet||
ok (0.079s) using ipv4
|Test IPv4 without DNS||
ok (0.076s) using ipv4
|Test IPv6 without DNS||
|Test IPv6 large packet||
|Test if your ISP's DNS server uses IPv6||
ok (0.127s) using ipv4
|Find IPv4 Service Provider||
ok (0.157s) using ipv4 ASN 7922
|Find IPv6 Service Provider||
|Acquire Downstream Channel||Locked|
|DOCSIS Network Access Enabled||Allowed|
|Downstream Bonded Channels|
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Corrected||Uncorrectables|
|1||Locked||QAM256||24||657000000 Hz||0.8 dBmV||39.6 dB||425||589|
|2||Locked||QAM256||1||519000000 Hz||3.0 dBmV||41.2 dB||653||864|
|3||Locked||QAM256||2||525000000 Hz||2.9 dBmV||41.0 dB||547||799|
|4||Locked||QAM256||3||531000000 Hz||2.8 dBmV||40.8 dB||548||875|
|5||Locked||QAM256||4||537000000 Hz||2.4 dBmV||40.5 dB||526||761|
|6||Locked||QAM256||5||543000000 Hz||2.1 dBmV||40.3 dB||498||721|
|7||Locked||QAM256||6||549000000 Hz||1.8 dBmV||40.3 dB||520||618|
|8||Locked||QAM256||7||555000000 Hz||1.8 dBmV||40.2 dB||508||769|
|9||Locked||QAM256||8||561000000 Hz||1.7 dBmV||40.2 dB||537||692|
|10||Locked||QAM256||9||567000000 Hz||1.6 dBmV||40.2 dB||489||785|
|11||Locked||QAM256||10||573000000 Hz||1.7 dBmV||40.2 dB||549||789|
|12||Locked||QAM256||11||579000000 Hz||1.6 dBmV||40.2 dB||478||814|
|13||Locked||QAM256||12||585000000 Hz||1.6 dBmV||40.1 dB||400||741|
|14||Locked||QAM256||13||591000000 Hz||1.8 dBmV||40.1 dB||419||691|
|15||Locked||QAM256||14||597000000 Hz||1.7 dBmV||40.1 dB||485||911|
|16||Locked||QAM256||19||627000000 Hz||1.3 dBmV||39.9 dB||368||598|
|Upstream Bonded Channels|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|1||Locked||ATDMA||2||5120 Ksym/sec||30100000 Hz||46.3 dBmV|
|2||Locked||ATDMA||1||5120 Ksym/sec||36500000 Hz||47.3 dBmV|
|3||Locked||ATDMA||3||5120 Ksym/sec||23700000 Hz||45.3 dBmV|
Hi IanBucala, apologies for your constant service issues you are experiencing. I will gladly review this further for you, could you please send me a private message with your account information (name on account, address and account number).
Hi IanBucala, thank you for working with us in private message, if you need assistance in the future please let me know.