Community Forum

Re: Internet intermittently goes off and on in the night

Frequent Visitor

Re: Internet intermittently goes off and on in the night

Late last weekend the internet just went kaput. Scheduled a technician who confirmed the issue was coming from outside of the home so he went ahead and swapped out the 30 year old wiring with brand new wiring from the pole to the jack into our home. However, it’s not even a week later and while watching the last crucial minutes of the NBA Eastern Conference Finals, then internet begins its intermittent on-off thing again!!!
So frustrating! To make it even worse, any attempt to schedule another visit is foiled by customer service as the chat bot is useless and getting someone by phone is not an available option. My sense of urgency stems from not wanting this to take another three days before someone can come out and take a look.
Official Employee

Re: Internet intermittently goes off and on in the night

Hello dburts67. Thanks for reaching out to us on the forums as well. I apologize to hear you are having issues with your internet services as well. I can certainly look into this for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

 

 


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Frequent Visitor

Line "Noise"

Noise - May16-2019 8-52 AM.png

Got a lot of uncorrectables as everyone can see.

Need assistance on how to clear this up.

Also heard that matching the downstream frequency can help.

My goal is to get uncorrectables to nil.

 

Had tech replace 30 year old wiring from the pole to the jack just outside this room as in one fell swoop, last weekend the speed went down to 0.14 Mbps as we are supposed to be getting 250 Mbps...which I can using 5GHz via my WRT3200ACM wireless modem.  2.4GHz gets 90ish at best concurrently.

 

 

 

 

 

 

 

Frequent Visitor

Trace Results - Need Help Diagnosing


Tracing route to e7010.dscg.akamaiedge.net [2600:1403:15:28b::1b62]
over a maximum of 30 hops:

1 12 ms 13 ms 11 ms 2001:558:6030:8c::1
2 10 ms 9 ms 10 ms ae68-rur202.pompanobeach.fl.pompano.comcast.net
[2001:558:72:ff8e::1]
3 10 ms 10 ms 9 ms 2001:558:70:407f::1
4 11 ms 15 ms 11 ms 2001:558:70:411::1
5 * * * Request timed out.
6 12 ms * * be-12297-pe03.nota.fl.ibone.comcast.net [2001:55
8:0:f891::2]
7 437 ms 389 ms 220 ms 2001:559:0:1f::36
8 12 ms 11 ms 11 ms g2600-1403-0015-028b-0000-0000-0000-1b62.deploy.
static.akamaitechnologies.com [2600:1403:15:28b::1b62]

Trace complete.

Frequent Visitor

Ping - Need Help Diagnosing results


Pinging e7010.dscg.akamaiedge.net [2600:1403:15:2bb::1b62] with 32 bytes of data
:
Reply from 2600:1403:15:2bb::1b62: time=20ms
Reply from 2600:1403:15:2bb::1b62: time=13ms
Reply from 2600:1403:15:2bb::1b62: time=10ms
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Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=12ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=13ms
Reply from 2600:1403:15:2bb::1b62: time=12ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=12ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=13ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=14ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=17ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=11ms
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Reply from 2600:1403:15:2bb::1b62: time=10ms
Reply from 2600:1403:15:2bb::1b62: time=11ms
Reply from 2600:1403:15:2bb::1b62: time=10ms

Ping statistics for 2600:1403:15:2bb::1b62:
Packets: Sent = 84, Received = 84, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 10ms, Maximum = 20ms, Average = 11ms

Problem Solver

Re: Trace Results - Need Help Diagnosing

What issues are you having?  Your Traceroute completed.

Joe V
(not a Comcast employee, just another paying customer)
Gold Problem Solver

Re: Ping - Need Help Diagnosing results

The host is replying quickly and with little jitter, but it would be helpful to know what you are pinging, what you are pinging it with, and why.

Problem Solver

Re: Trace Results - Need Help Diagnosing

Your other post regarding PING's appears as possible same issue if any.  Your PING's got responses with no packet loss.

Joe V
(not a Comcast employee, just another paying customer)
Frequent Visitor

Re: Trace Results - Need Help Diagnosing

I do believe that during the middle of the day, the problem does not seem to exist.  And the trace results seem to be in the acceptable range/levels.  I believe the major issue lies in intermittent service which usually begins its disruption in the middle of the night.

 

Ping -t www.comcast.net results also seem to be within respectable acceptance levels.

 

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Time Priority Description
Thu May 16 03:02:07 2019 4 Service Change Response rejected - Invalid transaction ID;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:02:08 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:02:08 2019 5 Lost MDD Timeout;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:11:36 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:11:42 2019 5 Lost MDD Timeout;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:11:42 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:11:53 2019 5 Lost MDD Timeout;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Thu May 16 03:11:53 2019 5 RCS Partial Service;CM-MAC=3c:04:61:3e:ce:99;CMTS-MAC=00:01:5c:6b:42:69;CM-QOS=1.1;CM-VER=3.0;
Frequent Visitor

Re: Trace Results - Need Help Diagnosing

I would agree.  Looks like during the middle of the day,  when I PING www.comcast.net, I get decent results.  No issues.

Frequent Visitor

Re: Line "Noise"

I was able to clear the line "noise" , but apparently only for a brief period of time.

 

The following represents subsequent modem resets and maintenance ( I just unplugged and replugged the Xfinity coax cable at the ARRIS SB6190 modem and at the wall - PUSH & TURN).

This list is in the order of obtained status checks.

Noise - May16-2019 8-52 AM.png1st Status Check #1Noise - May16-2019 10-29 AM.pngResolved Status Check #2Noise - May16-2019 -3.pngSubsequent Status Check #3Noise - May16-2019 -4.pngFinal/Current Status Check #4

Frequent Visitor

Not Getting Speeds - Subscribed to 250Mbps....actually receiving only ~ 115Mbps At best

My speedtest shows only 115Mbps at best though we are supposed to be getting 250Mbps.  This is through a direct connection to my Windows 7 PC via  USB3.0 to Gigabyte ethernet adapter.  The odd thing is, when I am connected via WRT3200ACM modem (hard-wired) ...I can get the 250.

Same with using the 5GHz for wireless devices, I can get the 250, though only 90ish on the 2.4 GHz wireless frequency.

A little history, just decided to cut-the-cable here and stream everything...DirecTV Now, 4K Fire Cube/4K Fire Stick/4k Fire TV...at a minimum will have up to 11 devices connected distributed throughout both wireless frequencies.

Expert

Re: Not Getting Speeds - Subscribed to 250Mbps....actually receiving only ~ 115Mbps At best

Your problem is the fact your computer is still running Windows 7.

 

Why are you still using Windows 7?


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

Record of Intermittent Service Speeds via Speedtest.net app -- subscribed to 250Mbps

As can be seen here...the problem began around 10:21 pm...Wednesday Night...May 15th, as the speed goes all the way down to 4.45 Mbps

 

RIMG_0463.PNGProblem first began 10:21pm

 

 

The results here can be seen to fluctuate...uo to 150Mbps at 10:31pm...then at 10:53pm, then back down to a dismal 0.15Mbps and 0.25Mbps at 10:55 pm, before rebounding at the top of the hour back above the 235Mbps range...topping at 254Mbps at 11:01p, before tanking once again at 11:07 pm

 

IMG_0464.PNGProblem Persists....

 

And here....11:15pm it bottoms out again to 75.6Mbps before rebounding for multiple checks until at the top of the hour, 12:01 am....starts to sputter out once again. 

 

IMG_0465.PNGNext Morning, problem vanishes

 

 

Last night, Thursday May 16th, I went to bed, but was told the same cycle began again with intermittent service.

 

Now for the record, I am recording this using the SPEEDTEST.NET app on my iPhone XR (verizon wireless service), recording 5GHz speedtests sent by our LINKSYS-WRT3200ACM wireless router tethered to the ARRIS SB6190 cable modem.  See previous post for [LINE NOISE] to review status check on ARRIS SB6190.

 

I will offer that we only get speeds anywhere near what we have subscribed [250Mbps] when connected to the LINKSYS-WRT3200ACM wireless router using the 5GHz band.

 

When tethering directly to the ARRIS SB6190 modem to my Windows 7 Home Premium HP Desktop, using INSGNIA USB3.0 to GIGABIT Ethernet Adapter we only get speeds upwards in the neighborhood of 145 Mbps....mostly at around 115Mbps.

 

I had to upgrade to the USB3.0 to GIGABIT Ethernet Adapter to take advantage of the true subscription speeds of near and above 250Mbps as the resident ethernet for the desktop is only a 10/100 ethernet connection, limited to a max speed of 100 Mbps.

 

Linksys Connections.jpgCurrent Connections

 

 

Frequent Visitor

Re: Not Getting Speeds - Subscribed to 250Mbps....actually receiving only ~ 115Mbps At best

Not necessarily true.  As I have been able to get the near and above subscription speeds when tethered to the LINKSYS-WRT3200ACM wireless router via a USB3.0 to GIGABIT ethernet adapter.

 

Here are some of the speeds recording using Xfinity's beta speedtest:

around 10:15 am EDT Friday May 17th [South Florida]

SpeedTest - Friday May 17 10-18am.png3rd TestSpeedTest - Friday May 17 10-16am - final.png2nd TestSpeedTest - Friday May 17 10-16am.png1st Test

 

 

And using FAST.Com...

received the following results at 10:22 am

SpeedTest - Friday May 17 10-22am - Fast.pngFinal Test Results - Fast.com

Official Employee

Re: Line "Noise"

Hello dburts67. We appreciate you visiting and posting on our Forums. I can assist with troubleshooting your speed issues. To get started, please send me a private message and include your full name so I can assist you. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.
 


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Official Employee

Re: Internet intermittently goes off and on in the night

Hello, dburts67. I have not heard back from you. If you still need assistance, please feel free to start a new thread.


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: Line "Noise"

Hi dburts67. Since I didn't get a response from you, this thread has been locked. Please don't hesitate to send a private message if you continue to need help with this, or create a new post if you need assistance with anything else. Thank you.


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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