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Internet connectivity issues - what is going on?

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Frequent Visitor

Internet connectivity issues - what is going on?

My internet speed varies between 300Mbps and zero.

This occurs when I am connected via cable to Modem.

Replace the modem twice.

3 crews came to the outside of my house, and replaced two coax cable segments.

Still same issue,

 

I am trying to ping comcast continously.

$ping comcast.net | while read pong; do echo "$(date): $pong"; done > ~/cable_log.txt

 

A typical log section looks like this:

Mon May 18 17:58:11 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=28 ttl=49 time=76.442 ms

Mon May 18 17:58:12 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=29 ttl=49 time=73.626 ms

Mon May 18 17:58:13 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=30 ttl=49 time=73.888 ms

Mon May 18 17:58:14 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=31 ttl=49 time=73.822 ms

 

With interuptions of this nature:

Mon May 18 17:58:23 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=40 ttl=49 time=78.748 ms

Mon May 18 17:58:24 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=41 ttl=49 time=76.522 ms

Mon May 18 17:58:26 PDT 2020: Request timeout for icmp_seq 42

Mon May 18 17:58:27 PDT 2020: Request timeout for icmp_seq 43

Mon May 18 17:58:28 PDT 2020: Request timeout for icmp_seq 44

Mon May 18 17:58:29 PDT 2020: Request timeout for icmp_seq 45

Mon May 18 17:58:30 PDT 2020: Request timeout for icmp_seq 46

Mon May 18 17:58:31 PDT 2020: Request timeout for icmp_seq 47

Mon May 18 17:58:32 PDT 2020: Request timeout for icmp_seq 48

Mon May 18 17:58:33 PDT 2020: Request timeout for icmp_seq 49

Mon May 18 17:58:34 PDT 2020: Request timeout for icmp_seq 50

Mon May 18 17:58:34 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=51 ttl=49 time=74.001 ms

Mon May 18 17:58:35 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=52 ttl=49 time=74.124 ms

Mon May 18 17:58:36 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=53 ttl=49 time=75.322 ms

Mon May 18 17:58:37 PDT 2020: 64 bytes from 69.252.80.75: icmp_seq=54 ttl=49 time=75.313 ms

 

These occur every 2 minutes or so, as seen from the output of the following command:

$

cat ~/cable_log.txt | grep timeout | cut -d ' ' -f 4 | cut -d ':' -f 1,2 | uniq

17:58

18:01

18:02

18:05

18:06

18:07

18:10

18:11

18:13

18:16

18:17

18:20

 

Any suggestions?

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Expert

Re: Internet connectivity issues - what is going on?

Start here;


https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

 



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Frequent Visitor

Re: Internet connectivity issues - what is going on?

Update

 

Was forwarded to the Advance team.

They said they will open a ticket, send me the ticket #, send a technicain to fix the issue, come bakc to me within 2 days and update.

The problem persists so I contanacted support, and was told that the ticket CR906449939 was closed.

 

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Frequent Visitor

Re: Internet connectivity issues - what is going on?

Took another hour of discussions to learn that CR906449939 was indeed opened on May 18'th, after talking with the advanced repair team.

 

"...The ticket ended to send you a technician out supposedly but due to the situation scheduling didn't happen. I am not sure if the representative did tell you that in the meantime we can't send someone out due to the pandemic..."

 

This does not make sense because I was explicitly told by the support agent that they need to check the "plant".

 

They opened a new ticket number: CR906743999

 
"...And if ever still doing the same thing right after fixing outside. The outside tech will give you a recommendations or schedule an engineer to check plant where line is connected... "
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Frequent Visitor

Re: Internet connectivity issues - what is going on?

Joan of Advanced Repair created #CR906755543

"Check the outside connection from the pole going to the main server box."

Where "the pole" is the post where all the wire connection and "main server box" is the mother box for all the subscriber in the area.

 

She added my phone #, requested that the technicain will contact me when he is onsite, and confirmed this comment. Also assured that this visit will not be cancelled.

🤞

 

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Frequent Visitor

Re: Internet connectivity issues - what is going on?

A great technicain came and have done

1. Replaced the modem to XP7

2. Replaced a cable segmengt

3. Added moca filter

4. connected to the tap