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Still losing internet multiple times at night.

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Regular Visitor

Still losing internet multiple times at night.

This issue is going on 4 weeks.  During the evening hours i will be disconneted from the internet.  When i get back on i will run a speed test and it will show download speeds from 20mbs-200mbs and upload 0.4mbs-2mbs.  My normal speed when the internet is working is 350mbs download and 20-25mbs upload.  I recently have started checking the firewall logs throught the xfinity gateway .  I currently have their most up to date modem and it has been replaced 2 times already.  During my internet outage the firewall reports FW.IPv6 Forward drop and Wanattacks. It will show up to 9000 attempts is the most i've seen so far and that happend last night and that was the worst my internet has been since this started.  I've had 2 techs come to my home .  The first one did a scan from his truck and told me that my modem had reset it self over 100 times so he replaced the modem i had with the newest one that they use.  Unfornately at night the issue happens again. So i make another call and they will send out a tech to check the outside lines.  The tech arrives early and sure enough he can find no problems with the outside lines after checking them for about 20 min.  I told him multiple times that the issue happens at night.  The night comes and the issues happen again.  Now to go back a little by this time ive called many times and i would say half of the reps i get on the phone are helpful and the other half of them only know how to read off of a trouble shooting script and have no desire or the knowlege to help me.  I've called about every 2 -3 days on this issue. I try to call when my internet goes down so sometimes the rep on the phone will actually see the problem and acknolwedge i have a problem but then they send me to tech specialist .  When i finally get a tech on the phone they ask me to explain everthing all over again and then they proceed to do the excact same trouble shooting  of resetting the modem over and over again.  So last night after waiting for over a hour on hold im finally connected to a level 2 tech.  He was so nice and im so sorry  i didn't get his name.  Please forgive me but i have difficulty understanding the reps and techs on the phone sometimes but this person really tried to help me .  He stayed on the phone with me for over a hour and he was baffled on what was happening.  Well bad luck strikes and we were disconnected during the phone call.  I called comcast back and waited another hour on hold and when they finally picked up i asked to be put back on with the tech i had been talking to .  So i wait again and then i get a answer and its a different tech and i ask again to be reconnected with tech who had been so helpful.  The new tech starts telling me that they can't do that and if there is anything that she can help with.  So for the millionth time i explain my situation and again she just goes through the trouble shooting steps that ive done countless times.  I try telling her this but like half of the reps i've talked to she just starts reading off of a script.  How many times do i need to reset a modem?  How many times do i have to unplug it and take the coaxial cable out?........Another issue that came up with the newest modem that they sent me in the mail... ok lets talk about that.  On a call with a rep that was trying to help me this rep told me that the modem i have the newest one they use was getting alot of complaints so he told me he would send me a different model.  I wait 2 days and when i open the box its the same model of modem that the rep said they were having issues with. So  i call and explain what happend and they just have me activate the modem.  So possibly  i got 2 bad modems it could happen but this new one will not connect to the xfinity xfi.  It brings up a page that just says i need to upgrade to use it.  So.....later night comes and guess what my internet goes out again . The level 2 tech and the rep i talked to couldn't even figure out why xfinity xfi was not activated on my new modem and they couldn't even activate it on their end. I've tried turning the gateway firewall off but it will only let me turn off the IPv4 and not the IPv6.  I belive that my internet issue is caused by bad software on their firewall.  I don't have another modem-router combo to use 😞   After years of good service this unstability has me up the wall and the issues with customer support and the techs is even more fustrating.  You basically have to just keep calling and pray that the person that picks up is actually will to help and not just read a script.  If anyone has any idea about what is happening please please help.  Thank you for reading this.

 

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Regular Visitor

Re: Still losing internet multiple times at night.

FW.IPv6 INPUT drop , 213 Attempts, 2020/8/19 12:31:54Firewall Blocked 
FW.IPv6 FORWARD drop , 13516 Attempts, 2020/8/19 12:31:54Firewall Blocked 
FW.WANATTACK DROP , 1 Attempts, 2020/8/19 01:58:01Firewall Blocked 
FW.IPv6 FORWARD drop , 8609 Attempts, 2020/8/18 18:58:01Firewall Blocked 
FW.IPv6 INPUT drop , 362 Attempts, 2020/8/18 17:58:01Firewall Blocked 
FW.WANATTACK DROP , 78 Attempts, 2020/8/18 03:58:01Firewall Blocked 
FW.IPv6 INPUT drop , 64 Attempts, 2020/8/17 18:58:01Firewall Blocked 
FW.IPv6 FORWARD drop , 5623 Attempts, 2020/8/17 18:58:01Firewall Blocked 
FW.WANATTACK DROP , 17 Attempts, 2020/8/17 11:58:01Firewall Blocked