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Need Network Engineer Assistance with Faulty Comcast Headend CMTS

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Need Network Engineer Assistance with Faulty Comcast Headend CMTS

Hello, 

 

I've had a recurring problem with gigabit internet service, customer owned equipment (Netgear CM1000 and Netgear Nighthawk) that is now beginning its 3rd cycle since October 2018. It's the same issue each time - problems with the Comcast headend facility. It takes a minimum of 4-6 weeks to work through the tech system far enough to get proper, knowledgable assistance and I'd like to have a better customer support experience if possible.

 

I'm getting massive numbers of T2, T3, and T4 timeouts which drop my connection multiple times a day. All of my equipment and lines have been checked and verified over and over. The prior 2 times this happened it was identified as the headend server. This time, the log reporting is showing the exact same CMTS MAC address as the August/September 2020 experience. 

 

I'm in Prince George's County, Maryland, just east of D.C. The CMTS address is CMTS-MAC=00:01:5c:6d:c2:59.

 

I can provide other information as necessary, but it would be awesome if someone could get in touch with network engineering and have someone go look at this specific server.

 

Thank you,

Chad Williams