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mc510
join:2005-06-20

mc510

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[OUTAGE] Persistent neighborhood outages - how to get Comcast attention?

Comcast internet goes down in my neighborhood approximately weekly, for between 30 minutes and 10 hours at a time. Comcast support just wants to send a tech around to my house to look at my internal equipment, seems to not understand that this is an outside problem, and a recurring one at that. This has been going on for maybe four months. Does Comcast generally identify these sort of problems and fix them? Is there any way to get Comcast to address the problem?

Chris 313
Because It's Geekier
Premium Member
join:2004-07-18
Houma, LA
·Comcast XFINITY

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Chris 313

Premium Member

What time does it happen? Some of it sounds like maintenance/upgrades, especially if done from like 11-6 at night

Go ahead and post your modem signals and let's have a look.

If others besides you are having issues, you might wanna try posting here: »Comcast Direct

Also, send a PM to netcool and have him take a look: »/profi ··· /1594001
dr2500
join:2005-09-09
Fort Myers, FL

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Without knowing your node, looks like your area is currently experiencing Upstream Transmit Problems.

CMTS: acr01.pinole.ca.sfba.comcast.net

Take a snap shot of your current signals.
mc510
join:2005-06-20

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said by Chris 313:

What time does it happen? Some of it sounds like maintenance/upgrades, especially if done from like 11-6 at night

It's all different times, but mostly during the day. (There might be others at night that I'm not aware of.)
said by Chris 313:

Go ahead and post your modem signals and let's have a look.

Current modem stats attached, though things are working fine now. The recurring problem that I'm concerned about is no internet at all, no external IP, nothing.
dr2500
join:2005-09-09
Fort Myers, FL

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Your Upstream SNR is at 34.1 dB (low but passes)
FEC Uncorrectable Rate is 4.2E-4 (not good)

Everything else looks good, your problem is out side and maintenace is aware. If you do get a tech out there, they will be able to see the problem at the tap when running a home cert from their meter.

More than likely the return on an amp needs re-padded.

Keep me posted.
mc510
join:2005-06-20

2 edits

mc510

Member

said by dr2500:

If you do get a tech out there, they will be able to see the problem at the tap when running a home cert from their meter.

Thanks, dr2500 ... what would you advise that I do at this point ... sit tight and let maintenance get to it, post over on the Direct forum, let comcast send a tech to my house?

bandit8623
join:2004-09-08
Minneapolis, MN
(Software) pfSense
Asus RT-AC68

bandit8623

Member

said by mc510:

said by dr2500:

If you do get a tech out there, they will be able to see the problem at the tap when running a home cert from their meter.

Thanks, dr2500 ... what would you advise that I do at this point ... sit tight and let maintenance get to it, post over on the Direct forum, let comcast send a tech to my house?

are you sure it's not home coax wiring? any splitters or barrels before the modem?

ki1o
Premium Member
join:2001-04-12
Atlanta, GA

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I agree with Chris 313 I was having maintenance done in my area since mid July from 12am to 6am. I sent an IM to netcool and he instantly was able to tell that my area's issues was due to Docsis 3.1 upgrades. I also posted in the Direct Forum, but haven't gotten much help as of yet.

I would IM netcool first and then post in the Direct Forum.

tshirt
Premium Member
join:2004-07-11
Snohomish, WA
126.1 12.6

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said by mc510:

let comcast send a tech to my house?

This has always been the first step in getting a ticket to line maintance having a tech out to check the housewiring and meter from the tap or ground block to establish that it is a line problem.
mc510
join:2005-06-20

1 edit

mc510

Member

said by tshirt:

This has always been the first step in getting a ticket to line maintance having a tech out to check the housewiring and meter from the tap or ground block to establish that it is a line problem.

But I'm not complaining about a problem with poor/degraded internet performance that could be observed at my home ... the problem is that the internet frequently just konks out entirely to my home and others nearby. When it works, it works fine; when it doesn't work, it doesn't work at all. If a tech comes to my house when the internet is "up", they won't see a problem on the line, right? (Or maybe wrong, I know nothing about network engineering.) I guess what I'm saying here is that I don't want to take half a day off work to meet a tech at my house, and then hear "hey, your internet is working fine; here's a $70 bill for my visit."
said by ki1o:

I would IM netcool first and then post in the Direct Forum.

Thanks, I sent netcool an IM.

tshirt
Premium Member
join:2004-07-11
Snohomish, WA
126.1 12.6

tshirt

Premium Member

said by mc510:

they won't see a problem on the line, right?

they should, and actually have new(er)systems to alert them.
but they almost always want to start with a truck roll....something several recent articles is eating years of profits one gulp at a time. direct forum is actually a very cheap way to hear about problems, but needs work on the triage step. and netcool is out of his own dedication, a great resource which they would do well to clone. The engineering end is currently very busy speeding up the ramp to D3.1 and node+0.
mc510
join:2005-06-20

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said by dr2500:

Keep me posted.

Netcool was able to check out the outages over the past month and found that they were due to loss of power to the Comcast equipment. So, unfortunately, nothing to do other than hope that it is being fixed by the local electric utility.

Colin
join:2013-01-29

Colin to mc510

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Two main reasons we generally insist on a truck roll:

1. Lots of "this isn't my equipment" problems turn out to actually be the customer's equipment. Not your case, but not uncommon.

2. You want to start at the end of the chain to start troubleshooting, not in the middle. Start at the modem, then the lines, the node, up to the CMTS, and so forth.

Bink63
Namedrop THIS
Premium Member
join:2002-10-06
Everywhere

Bink63

Premium Member

said by Colin:

Two main reasons we generally insist on a truck roll:

1. Lots of "this isn't my equipment" problems turn out to actually be the customer's equipment. Not your case, but not uncommon.

2. You want to start at the end of the chain to start troubleshooting, not in the middle. Start at the modem, then the lines, the node, up to the CMTS, and so forth.

Disagree, slightly...

Port, Demarc, IW, Modem...

Too many years of I & R for me.

Luke_
Its all in your head
join:2015-08-27
Tempe, AZ

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said by dr2500:

Your Upstream SNR is at 34.1 dB (low but passes)

That's low? And here I am getting all happy when I get it above 32 dB...lol

Colin
join:2013-01-29

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My terms were a bit more colloquial than technical... just that you want to start at one end of the chain.

train_wreck
slow this bird down
join:2013-10-04
Antioch, TN
Cisco ASA 5506
Cisco DPC3939

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said by mc510:

I guess what I'm saying here is that I don't want to take half a day off work to meet a tech at my house, and then hear "hey, your internet is working fine; here's a $70 bill for my visit."

Dealt with this SOOOO many times over the course of several years with Comcast. Nothing was ever done. Always upstream problems, they never cared.

Good luck.