Community Forum

Random Brief Internet Disconnects with Gigabit Internet

Frequent Visitor

Random Brief Internet Disconnects with Gigabit Internet

Hey all,

 

I have been having an issue with random, brief (2-5 second) internet disconnects. Usually they appear to come in spurts (every few minutes for about 30 minutes), more commonly in the evening. I've experienced these issues on multiple devices: a PC, a MacBook, an Android phone and an Amazon FireTV. The PC and MacBook are both hardwired in on ethernet directly to the modem, and I've tried multiple ethernet cords as well. The other devices are over WiFi. When not experiencing a brief disconnect, I have no problems whatsoever in terms of speed or performance.

 

I had my internet installed at the end of April (all new coaxial cables going from the pole to my modem inside), and in the past 2-3 weeks have begun to experience these brief random disconnects.  The coaxial cable goes from the pole, has one female-to-female connector on the exterior of the house, and a splitter on the interior of the house. The splitter is an SV-2g 2-way splitter which doesn't appear to have any corrosion or other discoloration. The splitter does not have a second output, but due to it's placement (basement ceiling rafters), it's hard to plug the modem directly to the preceding cable.

 

The modem system logs only show logins/logouts, and the event logs don't show any errors:

[Harvester][3660]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting2019/7/01 09:37:31Notice[Harvester][3660]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting2019/7/01 09:37:31Notice[Harvester][3675]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting2019/6/30 20:34:59Notice[Harvester][3675]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting2019/6/30 20:34:59Notice

 

I noticed some odd events in my firewall logs, but no idea if they're significant. The timestamps don't correlate too closely with my issues, but they could be aggregated metrics. For what it's worth, I had an issue about an hour after the latest event, so not sure if this is relevant:

FW.IPv6 FORWARD drop , 14 Attempts, 2019/7/04 19:07:58 Firewall Blocked  
FW.IPv6 FORWARD drop , 1701 Attempts, 2019/7/04 18:58:01 Firewall Blocked  
FW.IPv6 INPUT drop , 110 Attempts, 2019/7/04 18:58:01 Firewall Blocked  
FW.IPv6 INPUT drop , 36 Attempts, 2019/7/03 18:58:01 Firewall Blocked  
FW.IPv6 FORWARD drop , 1690 Attempts, 2019/7/03 18:58:01 Firewall Blocked  
FW.IPv6 FORWARD drop , 1621 Attempts, 2019/7/02 18:58:01 Firewall Blocked  
FW.IPv6 INPUT drop , 33 Attempts, 2019/7/02 17:58:01 Firewall Blocked  
FW.WANATTACK DROP , 2 Attempts, 2019/7/02 17:58:01 Firewall Blocked

 

Cable Modem

HW Version:2.2
Vendor:Technicolor
BOOT Version:S1TC-3.49.18.14
Core Version:1.0
Model:CGM4140COM
Product Type:XB6
Flash Part:8192 MB
Download Version:Prod_18.1_d31 & Prod_18.1
 
Downstream
Channel Bonding Value
Index
25
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
159
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
615 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
690 MHz
605600000
SNR
39.9 dB
41.0 dB
40.9 dB
40.8 dB
40.7 dB
40.7 dB
40.4 dB
40.3 dB
40.1 dB
40.3 dB
40.0 dB
40.3 dB
40.2 dB
40.1 dB
40.1 dB
40.1 dB
40.3 dB
40.5 dB
39.7 dB
39.6 dB
40.5 dB
40.2 dB
40.3 dB
40.3 dB
40.1 dB
39.3 dB
39.0 dB
39.6 dB
39.4 dB
38.5 dB
38.3 dB
37.8 dB
14.5 dB
NA
Power Level
-4.9 dBmV
-5.0 dBmV
-5.0 dBmV
-5.0 dBmV
-5.2 dBmV
-5.2 dBmV
-5.3 dBmV
-5.6 dBmV
-5.5 dBmV
-5.4 dBmV
-5.6 dBmV
-5.4 dBmV
-5.3 dBmV
-5.4 dBmV
-5.3 dBmV
-5.1 dBmV
-4.9 dBmV
-4.5 dBmV
-4.5 dBmV
-4.6 dBmV
-4.5 dBmV
-4.4 dBmV
-4.5 dBmV
-4.7 dBmV
-4.8 dBmV
-5.1 dBmV
-5.4 dBmV
-5.0 dBmV
-5.4 dBmV
-5.7 dBmV
-6.0 dBmV
-6.2 dBmV
-6.5 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
46.3 dBmV
46.8 dBmV
46.3 dBmV
46.3 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Unerrored Codewords
2857796644
429270168
429277313
429281256
429284658
429291597
429296516
429302515
429347773
429354838
429362883
429365280
429370534
429378976
429383466
429388276
429533668
429539948
429543855
429548800
429555080
429559942
429563789
429568840
429574844
429581475
429586792
429591224
429596971
429602284
429605094
429607925
2857796644
Correctable Codewords
1486886916
6960
6704
6464
6481
6500
6917
5939
6210
5981
5420
5470
5365
5264
5311
4745
4481
4192
4035
4040
3681
3701
3825
3582
3354
3400
3460
3308
3002
3117
2963
3238
1486886916
Uncorrectable Codewords
15
6326
6267
6145
5846
6018
6099
5747
5632
5444
5585
5465
5445
5367
5027
5127
4992
4878
4897
4829
4775
4507
4415
4526
4581
4396
4356
4279
4214
4183
4179
4074
15

Note: the modem uptime is 3d, 9h at the time I copy this. So the uncorrectable error codes are cumulative for that amount of time.

 

Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

Hello @chouinar, thanks for reaching out to our Forums! I'm sorry to hear about this connection issue you have been experiencing. I can imagine how frustrating and inconvenient this would be. I would be more than happy to assist and further troubleshoot this for you. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

I reached out to Amira, but haven't received any sort of reply, just going to update here I guess.

 

I removed the splitter and a length of coaxial cable to see if that would help. I think I've seen fewer issues, but as it's a random issue, I can't say for certain (still not fixed though). Below are some of the updated router metrics for the past 24 hours.

 

I noticed the downstream power is better (seen it fluctuating between -2 and 0), but the upstream is still bouncing between 46 and 57ish and the 4th channel isn't locked, which I noticed before, although don't know what that means?

 

Still seeing a lot of uncorrectable errors, restarted the gateway just shy of 24h ago.

 

Downstream
Channel Bonding Value
Index
25
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
159
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
615 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
690 MHz
605600000
SNR
40.5 dB
41.7 dB
41.6 dB
41.6 dB
41.4 dB
41.4 dB
41.0 dB
40.9 dB
40.9 dB
41.0 dB
40.8 dB
40.9 dB
41.0 dB
40.8 dB
40.8 dB
40.9 dB
41.0 dB
41.1 dB
37.2 dB
40.1 dB
41.0 dB
40.4 dB
40.7 dB
40.9 dB
40.7 dB
31.4 dB
35.5 dB
39.1 dB
39.8 dB
38.9 dB
36.6 dB
35.4 dB
12.5 dB
NA
Power Level
-1.2 dBmV
-1.7 dBmV
-1.8 dBmV
-1.8 dBmV
-1.8 dBmV
-1.8 dBmV
-2.0 dBmV
-2.0 dBmV
-2.0 dBmV
-1.9 dBmV
-2.0 dBmV
-1.7 dBmV
-1.6 dBmV
-1.8 dBmV
-1.7 dBmV
-1.5 dBmV
-1.2 dBmV
0.9 dBmV
0.9 dBmV
-1.0 dBmV
0.9 dBmV
0.9 dBmV
0.8 dBmV
0.8 dBmV
-1.1 dBmV
-1.3 dBmV
-1.5 dBmV
-1.3 dBmV
-1.5 dBmV
-1.8 dBmV
-1.8 dBmV
-2.2 dBmV
-2.2 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
 

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Not Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
52.3 dBmV
54.3 dBmV
55.8 dBmV
56.8 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

CM Error Codewords
Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Unerrored Codewords
3301133609
3824323449
3824329084
3824334732
3824340980
3824345349
3824348815
3824356627
3824371516
3824376581
3824381503
3824386714
3824391691
3824396961
3824400769
3824408094
3824442294
3824446691
3824451705
3824456817
3824462252
3824466127
3824472222
3824477021
3824481801
3824486817
3824491674
3824496928
3824502046
3824506214
3824507268
3824510493
3301133609
Correctable Codewords
139778797
7207
6423
5666
5353
4966
6176
4528
4246
3900
3969
3590
3433
3270
3142
3064
2476
2614
2749
2325
2323
2218
2291
2139
2089
2017
1952
1898
1865
1904
1770
1859
139778797
Uncorrectable Codewords
15
3327
3117
3136
2984
2959
2990
2852
2905
2764
2741
2616
2567
2551
2361
2351
2471
2403
2332
2267
2199
2250
2029
1997
2118
2001
1988
2096
1923
1785
1769
1723
15
Expert

Re: Random Brief Internet Disconnects with Gigabit Internet

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar, I offer my deepest apologies for the delay in response, I was off for the last few days. I hope the very useful information @EG provided was helpful. I have also responded to your private message and I will await your response. Thanks! 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Expert

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar 

 

Did you have a chance to try any of those tips ?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

I had a technician come out this morning to look into the issue. It seems when my internet was initially installed, they probably used a dull cutting tool for the coaxial cables, so the inner wire had an iffy connection.

 

The technician replaced all of the ends of the cables and my metrics seem much better. Need to give it some time to know for certain, but it initially feels much better.

Downstream
Channel Bonding Value
Index
25
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
26
27
28
29
30
31
32
159
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
615 MHz
465 MHz
471 MHz
477 MHz
483 MHz
489 MHz
495 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
690 MHz
605600000
SNR
41.3 dB
42.3 dB
42.3 dB
42.1 dB
42.2 dB
42.0 dB
41.8 dB
41.8 dB
41.7 dB
41.6 dB
41.4 dB
41.5 dB
41.5 dB
41.4 dB
41.4 dB
41.4 dB
41.6 dB
41.7 dB
41.0 dB
41.4 dB
41.7 dB
41.6 dB
41.5 dB
41.6 dB
41.4 dB
40.5 dB
40.8 dB
41.0 dB
40.9 dB
40.5 dB
40.1 dB
38.8 dB
14.9 dB
NA
Power Level
1.5 dBmV
1.1 dBmV
1.0 dBmV
1.0 dBmV
0.9 dBmV
0.9 dBmV
0.7 dBmV
0.8 dBmV
0.7 dBmV
0.7 dBmV
0.6 dBmV
0.9 dBmV
1.0 dBmV
0.8 dBmV
1.0 dBmV
1.1 dBmV
1.4 dBmV
1.8 dBmV
1.8 dBmV
1.8 dBmV
1.9 dBmV
2.0 dBmV
2.0 dBmV
2.0 dBmV
1.7 dBmV
1.4 dBmV
1.2 dBmV
1.4 dBmV
1.3 dBmV
1.3 dBmV
0.9 dBmV
0.3 dBmV
0.6 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
41.3 dBmV
42.3 dBmV
41.8 dBmV
41.8 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

Expert

Re: Random Brief Internet Disconnects with Gigabit Internet

Looks good ! Hope it holds up for you. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar, I am very happy to hear that the technician was able to determine the cause of this issue and get it corrected. I will follow up with you next week in our private message just to make sure things are still looking good on your end. Please do reach out if you need any assistance in the meantime. I will talk to you soon and I hope you enjoy the rest of your weekend. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

Unfortunately, while the metrics looked good initially, after a few hours, I started noticing a similar trend as before with brief disconnects.

 

Before I restarted my modem, I had ~3000 uncorrectable error codes (over just a four hour period) across every channel.

 

The upstream is still really jiterry, and isn't even a consistent power across channels (I've noticed this before as well):

 

Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Not Locked
Frequency
35 MHz
29 MHz
23 MHz
16 MHz
Symbol Rate
5120
5120
5120
5120
Power Level
52.3 dBmV
54.3 dBmV
45.3 dBmV
56.3 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA

 

Some other metrics, did a ping test against google.com and had 11% packet loss. These came in bunches, the first ~80 requests succeeded, and then half of the next 20 failed.

Packets: Sent = 204, Received = 181, Lost = 23 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 15ms, Maximum = 111ms, Average = 20ms

 

I did a speed test, and will my download is great, I feel my upload should be a lot better than 3.8mbps:

http://speedtest.xfinity.com/results/1562968600153_JY0N5E5OAHUQ6ZD

Expert

Re: Random Brief Internet Disconnects with Gigabit Internet

Uh-oh..... Yep, something intermittent is going on. Get the techs involved again until it is fixed properly.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

Yeah, I set up another tech visit for Sunday afternoon.

Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

Had the technician out earlier this afternoon. He redid the wiring from the pole to the house, but said the issue is almost certainly further up the network. I think he said from their side, they've seen 30ish restarts in the past 24 hours (I assume that means times my modem had to reconnect to xfinity). 

 

He said it's likely there is a leaky connection somewhere in my neighborhood that is causing issues, but that it could be any of a hundred different actual problems. He did find that one of the neighbors behind me had a connection tagged as leaky on the line, and did something on the pole to make it so I wasn't connected through that anymore, but did not promise that this would fix the issue as it might be a small part of the overall problem. He also mentioned that there could still be some issues this evening as it's very likely my modem's software is out of date due to all of the dropped connections, and that that would be corrected around 3am during the overnight update processes that get run.

 

So far, in the ~2 hours since the technician left, things have seemed fine, but we'll see. Probably would need a few days to know for certain due to the intermittent nature of the problem, but fingers crossed that it was just that one single issue at the pole. Will update in the next few days, good or bad.

 

As for anyone else having issues, I'd suggest getting a technician out as any issue similar to mine is purely hardware and requires a technician to correct.

Highlighted
Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

Hello @joconnell97, thanks for reaching out to our Forums! I'm sorry to hear that you are also experiencing this connection issues on your end. I absolutely understand how important playing Fortnight is to kids. I definitely want to further investigate this on my end and get a tech out if needed. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar, thanks for getting back to us on here about this concern. I appreciate you keeping this thread updated with what is going on. Please do let us know if you continue to experience this issue on your end and be sure to reach out to us for any future issues or concerns. I will follow up with you on Saturday to make sure that things are still looking good on your end as well. Do let me know if you need any assistance in the meantime. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

@ComcastAmira  - thanks for reaching out.  I sent you a message as requested.

Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@joconnell97, of course, I am here to help! I have responded to your private message and I look forward to your response. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Random Brief Internet Disconnects with Gigabit Internet

New update, let it go for a week to see how it behaved. If I had to guess, it's about 70% fixed with the work the technician did last week. I no longer disconnect multiple times an evening, usually only 0-1 times, but video streams are still frequently interrupted. Reached out and will have a call with T2 support sometime in the next two days.

Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar, we thank and appreciate you for keeping us updated on this! Did you happen to get back into contact with T2 support regarding this? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Random Brief Internet Disconnects with Gigabit Internet

@chouinar, I have not heard back from you on here or in our private message, so I will be locking this thread. Please send me another PM if you still need assistance with this internet concern. Please create a new Public post for any new issues or concerns, we're here to help. Thanks and we appreciate you being the best part of Comcast. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!