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Frequent Outages - can't get help - how do I escalate?

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Frequent Visitor

Frequent Outages - can't get help - how do I escalate?

We use Xfinity for all services, and have frequent and unpredictable outages to our internet service (although phone and TV are generally fine.)  Calling doesn't help because support always walks me through modem/router checklists, but it can't be that because we have two modems and when service goes out, both modems are out.   In addition, neighbors have similar random outages.

 

I just installed connection logging software, and the attached log shows the problem - 9 outages in 2 1/2 days, lasting up to 8 minutes.

 

Can somebody point me in the right direction for someone who can help?  Thanks!

 

Here is the log file:

 

ˇ˛Mar 19 12:25:52 PM
Network Up. Outage lasted 6 minutes, 36 seconds.
21 tests failed during the outage.

Mar 19 12:19:16 PM
Connection Outage Detected

Mar 19 1:36:19 AM
Network Up. Outage lasted 63 seconds.
8 tests failed during the outage.

Mar 19 1:35:15 AM
Connection Outage Detected

Mar 18 10:41:17 PM
Network Up. Outage lasted 2 minutes, 55 seconds.
14 tests failed during the outage.

Mar 18 10:38:22 PM
Connection Outage Detected

Mar 18 10:29:10 PM
Network Up. Outage lasted 42 seconds.
4 tests failed during the outage.

Mar 18 10:28:27 PM
Connection Outage Detected

Mar 18 9:29:01 PM
Network Up. Outage lasted 55 seconds.
6 tests failed during the outage.

Mar 18 9:28:06 PM
DNS Outage Detected (Domain Name Service)
Network is technically up, direct IP traffic still flowing but domain names will not resolve. Fix DNS.

Mar 18 8:42:41 PM
Network Up. Outage lasted 62 seconds.
8 tests failed during the outage.

Mar 18 8:41:39 PM
Connection Outage Detected

Mar 18 12:58:17 PM
Network Up. Outage lasted 8 minutes, 13 seconds.
35 tests failed during the outage.

Mar 18 12:50:03 PM
Connection Outage Detected

Mar 18 12:18:25 PM
Network Up. Outage lasted 94 seconds.
10 tests failed during the outage.

Mar 18 12:16:50 PM
Connection Outage Detected

Mar 18 12:16:36 PM
Network Up. Outage lasted 4 minutes, 43 seconds.
20 tests failed during the outage.

Mar 18 12:11:53 PM
Connection Outage Detected

Mar 17 3:23:48 PM
Connection Online

Mar 17 3:23:48 PM
Connection Outage Log Started


New Poster

Re: Frequent Outages - can't get help - how do I escalate?

Same problem here... for years!  Following...

What app did you lose to log the outages?

Expert

Re: Frequent Outages - can't get help - how do I escalate?

.@ 

 

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Connection-Troubleshooting-Tips/m-p/1253575#M94474

 

https://forums.xfinity.com/t5/Your-Home-Network/Information-Requested-for-Connection-Related-Posts/m...

 



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Frequent Visitor

Re: Frequent Outages - can't get help - how do I escalate?

I'm on a Mac & found something called Network Logger Pro - It's pretty much what I wanted - monitors uptime & generates a log.  There was other software out there, but I liked that this was on the Ap Store - It was about $10