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Millennium

join:2002-10-10
Seattle, WA

1 edit

[Connectivity] Google problems?

Well i'm in oregon and i been having issues with google around 10 - 2 or 3 am every night my Google.com isnt accessable i called comcast and told them about the problem. the tech i got was a total asshole basicly told me if i had problems i should Call or contact Google. And then Was rude to me about how he knows this and that about computers.

anyone in oregon have this kinda issue?

I'm having the issue across my whole network i thought it was a DNS problem but it everything else works perfect except for google at these times.

Machines = AMD 64 - Vista
Machine 2 = AMD 2.6 XP
Machine 3 Intel duo - Vista / Ubuntu 7.10
Machine 4 AMD 64 - Xp
Machine 5 Intel P3 933 Win2k3 / Ubuntu 7.04

Modem - Comcast Motrola SB5101
Router - Linksys Home N

All are unable to view or browse Google at these times. I thought it was a router issue i Bought a new Linksys Home N and It's still going on.

Millennium

join:2002-10-10
Seattle, WA
I forgot To say...

Then the tech goes on to say have i altered the firmware on the cable modem because i went to the Webpage for the modem then Locked me out of it so now it's unaccessable to me. I told him that the modem had 3 pages of errors in the firmware Saying it was unable to download or install firmware from what the log said. He went on blah blah I wish comcast would get a Group of real techs and not a bunch of smart asses that Live out of state


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5

1 edit
reply to Millennium
Have you tried a trace route to your target at those times?
where does it fail?

Millennium

join:2002-10-10
Seattle, WA
Thats the odd thing i've done trace and it came back perfect same with Pings it's like nothing is wrong but i can't reach the site everything except Gmail.com I called comcast a few times and they kept telling me it's Google and if i had problems to contact them... yes a Multi billion doller company really is worryed about 1 person who can't reach they're site lol

Once it happens again i'l paste the trace route it happened earlyer tonight then stopped around 2ish


routerbypass

@shawcable.net
reply to Millennium
Have you bypassed the router and then tried to go to google.com ?


routerbypass

@shawcable.net
One other thing when you bypass what are the 2 dns servers you get assigned


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
reply to Millennium
A couple other threads here show it's not a comcast problem. It's intermitantly effecting users from a number of different ISP's, in various locations.

Millennium

join:2002-10-10
Seattle, WA
reply to routerbypass
I've taken the router out same problem then i tried my roomate's comcast and it works fine ...

It's doing it right now mater of fact.

I've bypassed the DNS before and it works fine i tried to tell comcast it's something to do with there DNS servers and after i told the guy he told me i was hacking the modem and trying to firmware it with my own and all this shit lol i love how comcast accuses you when they're stuff doesn't work properly.

Millennium

join:2002-10-10
Seattle, WA
reply to Millennium
here's a trace

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 10 ms 11 ms 9 ms ge-1-2-ur01.salem.or.bverton.comcast.net [68.87.
219.81]
4 16 ms * * te-7-1-ar01.beaverton.or.bverton.comcast.net [68
.87.216.5]
5 12 ms * 41 ms po-10-ar01.troutdale.or.bverton.comcast.net [68.
87.216.14]
6 42 ms 16 ms 16 ms COMCAST-IP.car1.Seattle1.Level3.net [4.79.104.10
6]
7 16 ms 21 ms 19 ms te-3-2.car1.Seattle1.Level3.net [4.79.104.105]
8 22 ms 24 ms 17 ms GOOGLE-INC.car1.Seattle1.Level3.net [4.79.104.74
]
9 24 ms 25 ms 25 ms 66.249.95.210
10 28 ms 31 ms 25 ms 209.85.250.147
11 24 ms 34 ms 23 ms 64.233.174.97
12 29 ms 34 ms 38 ms 216.239.47.34
13 23 ms 23 ms 25 ms po-in-f99.google.com [72.14.253.99]

XanderF

join:2003-06-19
Portland, OR
reply to Millennium
Seeing the same thing, here. Google went down last night for me using Comcast in downtown Portland, OR - but it's definitely them. When I VPN'd into the office (which has its own fiber connection to the web), there was no problem at all.


Matrixboy

@comcast.net
reply to Millennium
I have that same problem! I've tried EVERYTHING to get it working. It's pissing me off.
We tried calling tech support and after the 3rd call they finally said "sounds like it's on our side. I'll get someone on it" and that was uh....3 weeks ago?
ARG Damn Comcast!!!


Matrixboy

@comcast.net
reply to Millennium
Oh forgot to say... I'm in Corvallis and I have a Linksys WRT54G v1 router. I've tried taking the router out and putting in not only a PC directly do the modem but a Mac as well. Also, I've tried switching to OSU's DNS's (which work fairly well) and that had no effect.


Matrixboy

@comcast.net
reply to Millennium
So I just chatted up with Comcast. Here's my transcripts:

user Matt_ has entered room

Matt(Wed Oct 17 2007 01:20:42 GMT-0700 (PDT))>

Google.com not working on Comcast HSI

analyst Mark has entered room

Mark(Wed Oct 17 2007 01:22:52 GMT-0700 (PDT))>

Hello Matt_, Thank you for contacting Comcast Live Chat Support. My name is Mark. Please give me one moment to review your information.

Mark(Wed Oct 17 2007 01:22:56 GMT-0700 (PDT))>

I will be happy to assist you.

Matt_(Tue Oct 16 2007 22:23:19 GMT-0700 (PDT))>

Thanks. I was just chatting with "Milton" however my browser crapped out.

Mark(Wed Oct 17 2007 01:23:21 GMT-0700 (PDT))>

Go to the windows START button, then PROGRAMS > ACCESSORIES > COMMAND PROMPT. At the blinking prompt C:\, type: ipconfig /flushdns and click Enter. Try accessing a web page again.

Matt_(Tue Oct 16 2007 22:23:57 GMT-0700 (PDT))>

Do you guys know about this Google problem? There's a thread on DSLReports.com about it. »[Connectivity] Google problems?

Matt_(Tue Oct 16 2007 22:24:14 GMT-0700 (PDT))>

Looks like it's happening in the NorthWest only (Oregon)

Matt_(Tue Oct 16 2007 22:24:25 GMT-0700 (PDT))>

and between 10pm-2am.

Mark(Wed Oct 17 2007 01:24:43 GMT-0700 (PDT))>

It's something that is being investigated.

Matt_(Tue Oct 16 2007 22:24:50 GMT-0700 (PDT))>

Sorry that didn't work.

Mark(Wed Oct 17 2007 01:25:13 GMT-0700 (PDT))>

Try entering 209.85.135.99 in the address bar and click enter.

Matt_(Tue Oct 16 2007 22:25:36 GMT-0700 (PDT))>

Yes that has worked.

Matt_(Tue Oct 16 2007 22:25:49 GMT-0700 (PDT))>

but that would be very annoying to type that in all the time if I want to access google.

Matt_(Tue Oct 16 2007 22:26:08 GMT-0700 (PDT))>

How much longer do you think this issue is going to go on for?

Mark(Wed Oct 17 2007 01:26:59 GMT-0700 (PDT))>

There is no estimate yet. You should save the IP in your favorites so you can bring it up that way for now.

Matt_(Tue Oct 16 2007 22:27:49 GMT-0700 (PDT))>

Is there a way Comcast can send out this info to all comcast customers in the area? I know of a lot of people that are thinking of switching to Qwest DSL because of this issue, including my self.

Mark(Wed Oct 17 2007 01:28:46 GMT-0700 (PDT))>

Actually you can just save the link in your favorites so you don't have to type it out.

Matt_(Tue Oct 16 2007 22:29:24 GMT-0700 (PDT))>

Yes, I know that. But should comcast be communicating with their customers about this kind of issue that's very wide spread?

Matt_(Tue Oct 16 2007 22:30:17 GMT-0700 (PDT))>

I don't think it'd matter if it was some simple website like yahoo.com but Google.com is a major website that thousands of people in this area use yet they can't because Comcast is having issues with it.

Mark(Wed Oct 17 2007 01:30:59 GMT-0700 (PDT))>

Comcast doesn't know at this time what the problem is, so it's not being posted. Most people arent' having a problem bringing up www.google.com with the web address in your area.

Matt_(Tue Oct 16 2007 22:31:06 GMT-0700 (PDT))>

Is there a phone number I can call to talk to someone a little higher in the company about this issue?

Mark(Wed Oct 17 2007 01:31:32 GMT-0700 (PDT))>

For a number, you can call 800-266-2278

Matt_(Tue Oct 16 2007 22:31:43 GMT-0700 (PDT))>

isn't that the generic number to Comcast?

Mark(Wed Oct 17 2007 01:32:04 GMT-0700 (PDT))>

correct

Matt_(Tue Oct 16 2007 22:32:20 GMT-0700 (PDT))>

Isn't there a better number I can use?

Mark(Wed Oct 17 2007 01:32:55 GMT-0700 (PDT))>

Are you trying to submit a complaint?

Matt_(Tue Oct 16 2007 22:33:11 GMT-0700 (PDT))>

Yes, in a way.

Mark(Wed Oct 17 2007 01:34:27 GMT-0700 (PDT))>

To submit a complaint, you would have to send and email. It would then be forward to the complaint department for review. To send an email, go to »www.comcastsupport.com/sdcxuser/···tart.asp

Mark(Wed Oct 17 2007 01:35:18 GMT-0700 (PDT))>

However, because this is an issue that has already been escalated with repair tickets, it's already something the network department is aware of and investigating.

Mark(Wed Oct 17 2007 01:36:03 GMT-0700 (PDT))>

There isn't anything else that can be done that isn't already being done to find a solution to the problem.

Matt_(Tue Oct 16 2007 22:36:07 GMT-0700 (PDT))>

How do I go about getting a refund for my service while this issue is in effect? I've been trying to complain about this for approx. 3 weeks

Mark(Wed Oct 17 2007 01:36:05 GMT-0700 (PDT))>

I apologize for any inconvenience.

Mark(Wed Oct 17 2007 01:36:48 GMT-0700 (PDT))>

Comcast only issues credit when you lose your internet service.

Matt_(Tue Oct 16 2007 22:37:05 GMT-0700 (PDT))>

I feel it's not worth keeping comcast as my ISP if I can't access my Google Mail or Google Calendar at this time of the day.

Matt_(Tue Oct 16 2007 22:37:24 GMT-0700 (PDT))>

This is very very upsetting.

Mark(Wed Oct 17 2007 01:37:27 GMT-0700 (PDT))>

You can access google with 209.85.135.99

Matt_(Tue Oct 16 2007 22:37:51 GMT-0700 (PDT))>

That's not a good enough fix I believe.

Mark(Wed Oct 17 2007 01:38:10 GMT-0700 (PDT))>

I've had customers tell me that all the features at google work when they access it with 209.85.135.99

Matt_(Tue Oct 16 2007 22:38:59 GMT-0700 (PDT))>

How come the techs can't keep you guys (customer support) more informed about these kinds of issues?

Mark(Wed Oct 17 2007 01:39:29 GMT-0700 (PDT))>

The network department posts details for us as soon as they determine the cause.

Matt_(Tue Oct 16 2007 22:39:40 GMT-0700 (PDT))>

I'd like more details about the issue and it'd be nice to know when it'd be fixed since I spend $50/month on this service.

Mark(Wed Oct 17 2007 01:40:28 GMT-0700 (PDT))>

If you wish, I can create a ticket for you that you can use to get updates with. You will have to do a traceroute to www.comcast.net

Mark(Wed Oct 17 2007 01:40:42 GMT-0700 (PDT))>

You need to do a traceroute now. Please go to Start on the Windows taskbar, select Run. A new window appears. In the text box type: cmd Then a blank MS-DOS window opens. The command line will have the blinking cursor: C: / > Type exactly: tracert www.google.com Then hit ENTER When the system is finished running the traceroute (this can take a couple of minutes), please send me each line of the results through this chat.

Matt_(Tue Oct 16 2007 22:42:12 GMT-0700 (PDT))>

Traceroute has started ...

traceroute: Warning: www.google.com has multiple addresses; using 64.233.167.147
traceroute to www.l.google.com (64.233.167.147), 64 hops max, 40 byte packets
1 192.168.1.1 (192.168.1.1) 1889.077 ms 0.974 ms 2.811 ms
2 * * *
3 ge-1-1-ur01.corvallis.or.bverton.comcast.net (68.87.219.97) 33.601 ms 18.989 ms 16.052 ms
4 te-9-1-ur01.salem.or.bverton.comcast.net (68.87.216.54) 14.987 ms * 40.961 ms
5 * te-7-1-ar01.beaverton.or.bverton.comcast.net (68.87.216.5) 16.585 ms *
6 po-10-ar01.troutdale.or.bverton.comcast.net (68.87.216.14) 16.785 ms 32.877 ms 24.142 ms
7 comcast-ip.car1.seattle1.level3.net (4.79.104.106) 18.605 ms 19.775 ms 23.958 ms
8 te-3-2.car1.seattle1.level3.net (4.79.104.105) 24.056 ms 23.045 ms 28.315 ms
9 ae-31-51.ebr1.seattle1.level3.net (4.68.105.30) 35.959 ms 41.515 ms 34.417 ms
10 ae-1-100.ebr2.seattle1.level3.net (4.69.132.18) 25.614 ms 27.597 ms 28.583 ms
11 ae-2.ebr2.denver1.level3.net (4.69.132.54) 70.241 ms 61.172 ms 55.495 ms
12 ae-3.ebr3.chicago1.level3.net (4.69.132.62) 75.234 ms 91.630 ms 79.516 ms
13 ae-68.ebr1.chicago1.level3.net (4.69.134.57) 83.771 ms 73.985 ms ae-78.ebr2.chicago1.level3.net (4.69.134.61) 75.713 ms
14 ae-21-56.car1.chicago1.level3.net (4.68.101.162) 76.656 ms ae-11-55.car1.chicago1.level3.net (4.68.101.130) 82.213 ms ae-11-51.car1.chicago1.level3.net (4.68.101.2) 77.215 ms
15 google-inc.car1.chicago1.level3.net (4.79.208.18) 82.050 ms 74.930 ms 74.972 ms
16 72.14.232.53 (72.14.232.53) 77.248 ms 78.914 ms 79.124 ms
17 64.233.175.26 (64.233.175.26) 71.482 ms 97.993 ms 72.14.232.70 (72.14.232.70) 72.419 ms
18 py-in-f147.google.com (64.233.167.147) 74.140 ms 73.871 ms 77.005 ms

Mark(Wed Oct 17 2007 01:42:29 GMT-0700 (PDT))>

One moment please.

Matt_(Tue Oct 16 2007 22:45:03 GMT-0700 (PDT))>

Alright.

Mark(Wed Oct 17 2007 01:48:47 GMT-0700 (PDT))>

I have escalated your issue to have it checked and created a ticket for it . You can also contact us again to check the status of this by giving us ticket number CR*********. I apologize for any inconvenience. Is there anything else I can help you with today?

Matt_(Tue Oct 16 2007 22:49:23 GMT-0700 (PDT))>

Unless you can give me a refund on part of my service then I guess not.

Mark(Wed Oct 17 2007 01:50:20 GMT-0700 (PDT))>

I'm sorry but Comcast isn't giving refunds for this issue. Thank you for choosing Comcast as your service provider and have a great evening. Should you require any assistance in the future, please chat with us again at »www.askcomcast.com/contactus.asp Customer Service Specialists are available 24 hours a day, 7 days a week.

Mark(Wed Oct 17 2007 01:50:24 GMT-0700 (PDT))>

Analyst has closed chat and left the room

analyst Mark has left room
======

Hope this helps people in the area. Maybe if we all created tickets that they'll get this damn thing figured out quicker??
ARG How annoying!

Millennium

join:2002-10-10
Seattle, WA
Great, i'l call tommrow and Make a report on it. and I'l have my roomate do it also since i own both accounts in the house.

Maybe they'll notice the little guys who pay them require service that works. i pay 65$ for 8/768 and can't browse google i pay to use lol

matrixboy

join:2007-10-17
Corvallis, OR
reply to Millennium
arg! This is so annoying!
I want my google back!!!!
Here's my conversation tonight. I think I'm just going to call the local office tomorrow afternoon and see if they have any better info.

Matt_(Wed Oct 17 2007 22:31:20 GMT-0700 (PDT))>

Oh hello again Mark. I believe we talked together last night.

Mark(Thu Oct 18 2007 01:32:42 GMT-0700 (PDT))>

yes, I can see I created the ticket. The ticket is still open and shows it still being worked on. There isn't any information yet about the cause. I apologize for any inconvenience.

Matt_(Wed Oct 17 2007 22:33:14 GMT-0700 (PDT))>

Still no word on when it's going to be fixed? How do I even know they're working on it?

Mark(Thu Oct 18 2007 01:34:22 GMT-0700 (PDT))>

Because it's a known issue, and they have repair tickets that they must work, including yours.

Matt_(Wed Oct 17 2007 22:35:49 GMT-0700 (PDT))>

Hmm interesting. If having so many tickets for this issue, wouldn't they put this issue at the top of their priority and have it done within days? not weeks or months.

Mark(Thu Oct 18 2007 01:36:44 GMT-0700 (PDT))>

They do consider those a priority. It just may be a very complex DNS problem.

Mark(Thu Oct 18 2007 01:36:53 GMT-0700 (PDT))>

Sometimes those take a little while.

Matt_(Wed Oct 17 2007 22:37:19 GMT-0700 (PDT))>

Ok thanks. I'll check again tomorrow around the same time. Have a good day.


NormanS
I gave her time to steal my mind away
Premium,MVM
join:2001-02-14
San Jose, CA
kudos:12
Reviews:
·SONIC.NET
·Pacific Bell - SBC
reply to Millennium
I am going to spend some time, tomorrow, digging around the DSLR forums. I have seen a couple of other threads; and Comcast users aren't the only ones having issues with Google.

Meanwhile, I noticed one difference between the Cocmast trace routes posted in this thread, and my own:
Tracing route to www.l.google.com [74.125.19.104]
over a maximum of 30 hops:
 
  1     2 ms     1 ms     1 ms  chihiro.aosake.net [192.168.102.1]
  2     3 ms     3 ms     2 ms  suzuka.aosake.net [192.168.0.1]
  3    11 ms    10 ms    10 ms  adsl-68-126-149-0.dsl.pltn13.pacbell.net [68.126.149.0]
  4    11 ms    11 ms    11 ms  76.246.22.2
  5    11 ms    10 ms    10 ms  151.164.93.237
  6    12 ms    12 ms    12 ms  ex1-p10-0.eqsjca.sbcglobal.net [151.164.191.66]
  7    14 ms    12 ms    12 ms  asn15169-google.eqsjca.sbcglobal.net [151.164.250.58]
  8    13 ms    12 ms    12 ms  209.85.252.2
  9    16 ms    17 ms    18 ms  209.85.251.94
 10    13 ms    13 ms    13 ms  cf-in-f104.google.com [74.125.19.104]
 
Trace complete.
 
A Comcast trace route routes through a transit service (Level 3). My 'at&t Yahoo! HSI' trace route does not touch a third party transit provider, but goes direct from ATTIS to Google.

--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum

Millennium

join:2002-10-10
Seattle, WA

1 edit
I got ahold of a kewl tech tonight he said he's sending a tech out to my house to verify what i'm saying is true they're going to check for problems with the DNS servers and he even sent a ticket to the admins about it and if i had any problems this should be fixed soon. at least this tech was super kewl and knew his shit well. i told him that many people are having the issue and pointed him to DSLreports.


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:10
Hope it's not *lip service*..

juniorx

join:2006-02-05
St John'S, NL
reply to Millennium
quote:
Matt_(Tue Oct 16 2007 22:27:49 GMT-0700 (PDT))>

Is there a way Comcast can send out this info to all comcast customers in the area? I know of a lot of people that are thinking of switching to Qwest DSL because of this issue, including my self.
WTF???? Soryy, but i dont see how this idle threat is going to resolve your google issue.

matrixboy

join:2007-10-17
Corvallis, OR
said by juniorx:

quote:
Matt_(Tue Oct 16 2007 22:27:49 GMT-0700 (PDT))>

Is there a way Comcast can send out this info to all comcast customers in the area? I know of a lot of people that are thinking of switching to Qwest DSL because of this issue, including my self.
WTF???? Soryy, but i dont see how this idle threat is going to resolve your google issue.
Because it seems like they don't care what happens with their customers. I figured if they were going to loose customers over this they might actually step it up a notch and get it fixed quicker.


Cabal
Premium
join:2007-01-21
Reviews:
·Suddenlink
said by matrixboy:

said by juniorx:

quote:
Matt_(Tue Oct 16 2007 22:27:49 GMT-0700 (PDT))>

Is there a way Comcast can send out this info to all comcast customers in the area? I know of a lot of people that are thinking of switching to Qwest DSL because of this issue, including my self.
WTF???? Soryy, but i dont see how this idle threat is going to resolve your google issue.
Because it seems like they don't care what happens with their customers. I figured if they were going to loose customers over this they might actually step it up a notch and get it fixed quicker.
You expect Comcast to fix problems with Google that are not limited to Comcast subscribers?
--
Interested in open source engine management for your Subaru?

matrixboy

join:2007-10-17
Corvallis, OR
said by Cabal:

You expect Comcast to fix problems with Google that are not limited to Comcast subscribers?
I haven't heard it happening to anyone but Comstcast customers.


espaeth
Digital Plumber
Premium,MVM
join:2001-04-21
Minneapolis, MN
kudos:2
said by matrixboy:

I haven't heard it happening to anyone but Comstcast customers.
This has been a problem with a few ISPs, namely those who run DNS servers that do not honor upstream TTL values. (ie, Google says this resolution is good for 5 minutes, the ISP DNS server resets the record to cache for 24 hours)

-Eric

Millennium

join:2002-10-10
Seattle, WA
reply to Millennium
Well, Comcast tech came out and called in 2 others They said they haven't heard of the problem so i showed him the post here. he said he's going to go back and talk to his higher ups and see if anyone else is having this problem.


sortofageek
Runs from Clowns
Premium,Mod
join:2001-08-19
kudos:23
reply to Millennium