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Internet cut out for the 6th time tonight

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New Poster

Internet cut out for the 6th time tonight

My xfinity gateway keeps dropping connection, like it’s rebooting itself every hour or so. This just started around midnight (9/30) and most recently dropped again around 6:10am. Each time it goes down, it comes back in the same amount of time it takes to reboot (3-4 minutes). I’ve tried unplugging and waiting a couple minutes to plug back in. Still doing the random reboot. I’m a night shift worker so this has been quite frustrating to sit through on my first night off.
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New Poster

Re: Internet cut out for the 6th time tonight

7th time, 7:10am. This is beyond frustrating.
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Contributor

Re: Internet cut out for the 6th time tonight

Has happened here in Hingham MA too since around 11pm last night.  Seems to be about every 45-60 minutes.

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New Poster

Re: Internet cut out for the 6th time tonight

Same here in Andover, a dozen reboots since yesterday (9/29) afternoon

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New Poster

Re: Internet cut out for the 6th time tonight

Seeing the same behavior in the Denver area.  First incident was around 7:30pm MT last night, and is continuing into this morning.  Internet goes down, router appears to restart itself every hour or so.  Last incident 6:15am MT.

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Regular Visitor

Re: Internet cut out for the 6th time tonight

Same here, outside Charleston, SC.  At least three times last night (that I noticed), and once so far this morning as I'm trying to work.

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New Poster

Re: Internet cut out for the 6th time tonight

Also experiencing this in the Charleston, SC area. Here are my CM logs in case anybody is looking into this. 

Date Time	Event ID	Event Level	Description
9/29/2020 21:08	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/29/2020 23:04	84020200	5	Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/29/2020 23:07	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 0:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 1:04	84020200	5	Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 1:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 2:04	84020200	5	Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 2:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 3:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=9[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 4:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 5:04	84020200	5	Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01	82000200	3	No Ranging Response received - T3 time-out;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 5:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 6:04	84020200	5	Lost MDD Timeout;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
9/30/2020 6:06	73040100	6	TLV-11 - unrecognized OID;CM-MAC=[REDACTED];CMTS-MAC=00:01:5c:7f:fa:47;CM-QOS=1.1;CM-VER=3.0;
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New Poster

Re: Internet cut out for the 6th time tonight

Yeah. The same thing is happening to my modem. It started yesterday evening and is continuing this morning. We live in central California.
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New Poster

Re: Internet cut out for the 6th time tonight

Happening here in Chicago too!!!!

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New Poster

Re: Internet cut out for the 6th time tonight

Same exact thing happening here in St. Paul MN.  Started yesterday, continuing this AM. PLEASE FIX ! Kids trying to get schoolwork done!

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New Poster

Re: Internet cut out for the 6th time tonight

Same here in Jersey.

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New Poster

Re: Internet cut out for the 6th time tonight

Same thing here in Virginia. Roughly a dozen times yesterday.  Once today so far, but it is still early.

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New Poster

Re: Internet cut out for the 6th time tonight

Same here in Florida. Looks like it's been happening once every 40-60 mintues since about 7PM ET last night.

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New Poster

Re: Internet cut out for the 6th time tonight

Same issue in Tallahassee, FL. Moden reboots every hour or so since last night.

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Frequent Visitor

Re: Internet cut out for the 6th time tonight

The same thing is happening here in South Florida. 
It started last night and has happened several times already this morning since 8 AM. 
I'm glad to see it is apparently a network problem and not a hardware issue. 

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New Poster

Re: Internet cut out for the 6th time tonight

Same in Knoxville, TN

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New Poster

Re: Internet cut out for the 6th time tonight

Me too -- Northern Virginia.

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New Poster

Re: Internet cut out for the 6th time tonight

Same here in Sacramento, it has happened about 8 times since midnight, super frustrating. I can't work like this.
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Contributor

Re: Internet cut out for the 6th time tonight

PA here.

The same thing is happening to me.  Most of last night and now 3 times this morning.  When I called Comcast, they insisted the problem was on my end and offered little help since I do not rent a modem from them.  It would be nice if someone could figure this out.  Internet is important when working from home!

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New Poster

Re: Internet cut out for the 6th time tonight

Thanks for posting,  Same down here in Houston.   3 times lastnight and 1 this morining., about an hour ago.

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New Poster

Re: Internet cut out for the 6th time tonight

When I called they say they are getting several reports, but know what is going on now. I was told to check the My Account app for updates. That does nothing for me or my child. I work from home and of course she has class online like every other child in the world. This is so frustrating.
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Frequent Visitor

Re: Internet cut out for the 6th time tonight

PA here too. Same issues as everyone. THis is definetly Comcast.

 

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New Poster

Re: Internet cut out for the 6th time tonight

Does everyone who's experiencing the issue not rent a gatewayfrom Comcast?

 

Cause I have my own gateway (Netgear C6300) and support also told me the issue is with my equipment and they can't do anything.

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Contributor

Re: Internet cut out for the 6th time tonight

Hi.

The first poster said their issue was with an Xfinity gateway, so I think this is an Xfinity problem rather than our hardware.  

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Frequent Visitor

Re: Internet cut out for the 6th time tonight

Rented modem here, not customer owned.

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New Poster

Re: Internet cut out for the 6th time tonight

Same thing happened here in Arlington, VA. Started last night about 9:30 pm. Once about every 2 hour. I got a online quiz this afternoon. So frustrating.
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Contributor

Re: Internet cut out for the 6th time tonight

PA again.

I just received this during a chat with an Xfinity agent: 

"in the server there are blockages and glitches that is why you are experiencing this issue, but I will fix this for you so please be rest assure."

Definitely on their end.

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New Poster

Re: Internet cut out for the 6th time tonight

Happening in TN too. Dropped twice thiu morning. I have a rented Xfinity gateway

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Frequent Visitor

Re: Internet cut out for the 6th time tonight

PA again.

I just received this during a chat with an Xfinity agent: 

"in the server there are blockages and glitches that is why you are experiencing this issue, but I will fix this for you so please be rest assure."

Definitely on their end.

 

I've worked in IT for 25 years. Those are not words you should hear. No real tech would say blockages and glitches. I think they are just realizing what we all already know, there is something seriously wrong on the Comcast network today.

It's been a while, but a very similar thing happened 8ish years ago. They released a frimware update to modems overnight that caused them all to go down. I'm feeling something along these lines happened again. Since it's not every Comcast user, it may be down to a specific modem. I am using the XFi box at home, zero issues. The one at the office is the older box that stands vertical, reboots everyone hour. And if my statement is correct, it should be going offline in about 3 minutes.

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Contributor

Re: Internet cut out for the 6th time tonight

The agent does not sound "tech" at all.  He claims to have fixed my modem on his own... which is a tad strange.

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New Poster

Re: Internet cut out for the 6th time tonight

Same thing here in central Utah. I have a rented modem. Not sure of the model, but it's the kind that stands vertical on my desk and I'm hard wired into it. I work from home like a lot of others and this is absolutely killing me. My wife is trying to do her online school work and obviously that's not working either. This has to be an Xfinity issue. There are too many users in different places. I just hope they get it fixed soon or I might be taking a forced vacation day.

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New Poster

Re: Internet cut out for the 6th time tonight

Yup. Here in Chicagoland too. Called support and they see nothing wrong and want to send a tech out. They can't even tell they have a NATIONAL problem. Utterly ridiculous.

 

If it helps with any crowd-based troubleshooting here - I have my own Arris SB6190 and the logs are throwing TLV-11 Unrecognized errors every drop-out. That sure sounds like a misconfigured modem update as someone else has mentioned above. This started happening about 7:30 PM CDST last night (9/29/20)

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New Poster

Re: Internet cut out for the 6th time tonight

Happening here in the western Massachusetts area as well.  Noticed it for the first time last night and since about 8AM this morning it's gone off every single hour.  Also have an Arris SB6190.

 

Extremely frustrating trying to do remote schooling and work from home.

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Regular Visitor

Re: Internet cut out for the 6th time tonight

Has this improved for anyone?  I haven't had an issue since a little after 8:00 AM ET this morning.  

 

My equipment (router, modem) are both Netgear.  These are the disconnect times from my router logs:

 

[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 07:11:59
[Internet disconnected] Wednesday, September 30,2020 07:11:57
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 07:11:26
[Internet disconnected] Wednesday, September 30,2020 07:10:19
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 07:08:47
[Internet disconnected] Wednesday, September 30,2020 07:08:46
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 07:08:14
[Internet disconnected] Wednesday, September 30,2020 07:07:18
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 06:09:49
[Internet disconnected] Wednesday, September 30,2020 06:09:47
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 06:09:06
[Internet disconnected] Wednesday, September 30,2020 06:08:13
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 04:08:00
[Internet disconnected] Wednesday, September 30,2020 04:07:58
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 04:07:16
[Internet disconnected] Wednesday, September 30,2020 04:06:21
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 03:07:50
[Internet disconnected] Wednesday, September 30,2020 03:07:48
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 03:07:16
[Internet disconnected] Wednesday, September 30,2020 03:06:19
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 02:08:28
[Internet disconnected] Wednesday, September 30,2020 02:08:26
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 02:07:35
[Internet disconnected] Wednesday, September 30,2020 02:06:52
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 01:08:53
[Internet disconnected] Wednesday, September 30,2020 01:08:52
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 01:08:10
[Internet disconnected] Wednesday, September 30,2020 01:07:37
[Internet connected] IP address: xx.xx.xxx.xx Wednesday, September 30,2020 00:10:22
[Internet disconnected] Wednesday, September 30,2020 00:10:20
[Internet connected] IP address: xxx.xxx.xxx.xx Wednesday, September 30,2020 00:09:40
[Internet disconnected] Wednesday, September 30,2020 00:09:07
[Internet connected] IP address: xx.xx.xxx.xx Tuesday, September 29,2020 18:07:39
[Internet disconnected] Tuesday, September 29,2020 18:07:38
[Internet connected] IP address: xxx.xxx.xxx.xx Tuesday, September 29,2020 18:06:57
[Internet disconnected] Tuesday, September 29,2020 18:06:00
[Internet connected] IP address: xx.xx.xxx.xx Tuesday, September 29,2020 17:09:58
[Internet disconnected] Tuesday, September 29,2020 17:09:56
[Internet connected] IP address: xxx.xxx.xxx.xx Tuesday, September 29,2020 17:09:25
[Internet disconnected] Tuesday, September 29,2020 17:08:52

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New Poster

Re: Internet cut out for the 6th time tonight

Xfinity customer service told me it was because I didn't change the default name of my wifi.
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Contributor

Re: Internet cut out for the 6th time tonight

That's a bogus answer from customer service.  The chat agent I messaged said he sent a refresh signal to my modem.  I powered down everything and then restarted.  I haven't had another issue yet.  For the record, my modem is an Arris SBG10.

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New Poster

Re: Internet cut out for the 6th time tonight

I have been having connection problems for weeks.  I lose connection at least once a day.  Last night at 8:20 pm my connection went out and it never came back on until after midnight.  I have lost connection multiple times this morning and have been trying for hours to contact someone.  I have tried every menu option to speak with someone but no luck.  It will reset my modem and then tells you to call back if that doesn't work.  When you call back it brings you back to the same exact menu options with no other help.  It's like a revolving door. The xfinity assistant doesn't help either. It sends me a text with a link that just keeps me going in circles.  I am so frustrated.  I work from home and need the internet.  How do I contact someone?  

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Contributor

Re: Internet cut out for the 6th time tonight

Hi.

I went to the support page and scrolled down to "Chat with Xfinity Assistant."  It automatically asks a couple of questions, and if it does not fix the problem, it connects you to a chat with someone live.  That was the only way I got through and not told I needed a service agent to come to my house.  Good luck.

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New Poster

Re: Internet cut out for the 6th time tonight

Knock on wood, but I'm going on two hours and 10 minutes since the last time it flickered on me.

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New Poster

Re: Internet cut out for the 6th time tonight

same, has been happening more and more frequently since yesterday. no science behind it either, wired connection and all