This is the 3rd time I have been having the exact same issue and I have had no resolution. Here are my previous posts:
To preface, I have had Comcast for 4-5 years now, and X1 for about a year. Since the X1 upgrade, I have really enjoyed Comcast and the services provided. I have not had an issue with anything X1 related... until about 2 weeks ago.
I spend a large part of my day on the computers and devices at my house, and I noticed some connection drops around August 10th, mid day. At the time I didn't think much of it, especially because everything has worked so well for me. Fast forward a few more days and I notice that it keeps happening, almost around the same time every day. I begin tracking the disconnects. What I have found so far is that it ALWAYS happens mid day. The earliest disconnect being 11:57am EST, and the latest being 4:59PM EST. Meaning sometimes it will start at 1:30PM EST and drop 5x between 1:30 and 4:30PM EST. Sometimes it will start at 12:15PM EST and drop 10x between 12:15 and 3:45PM EST. Sometimes it won't drop at all, for a day or two at a time, and then it will start up again. There is no rhyme or reason to the pattern that I can figure out, except that it is ALWAYS in the time frame provided. Never in the morning, never in the evening.
The disconnects effect my entire network. My hardwired desktop will disconnect whatever is connected (Skype, TeamSpeak, Messenger(s), any game that I may be playing, any website that I may be trying to load) and my WiFi devices will not be able to load anything either. The lights on my gateway will NOT go out (it acts as if everything is fine), the network icon in my system tray will NOT disconnect (it acts as if everything is connected), and the TV and phones will still work. The internet is the ONLY thing that drops. Once it drops, it will come back up within 10 seconds and auto reconnect to whatever it was I was doing. I've noticed a few drops here and there that have lasted 5 to 10 minutes, but most are very short - just enough to disrupt whatever I may be doing.
I have called Comcast Customer Support about 4 times during the past 3 weeks. I've reset my gateway more times than I can remember. I've been escalated each time to higher tiers of tech support, each with limited success. I've had 2 techs out, one who replaced my gateway (same issues, before and after new hardware), and my splitter/amp combo. Another checked my lines, the filter, and the outlets - all my signals are fine. When I get escalated to tech support that can actually help me - all my signals are fine. Upstream, Downstream, SNR, etc. - fine. Event logs on the gateware hardware - fine. Everything is fine. I can run a Speedtest 90% of the day and hit 175down 12up. Everything appears to be fine, except for when it's not. The second tech that came out did say he escalated this with his supervisor to put my area "on watch" and to hopefully get a bucket truck out, but it has been over a week and I am still experiencing issues. I want to call back but I am honestly at a loss for what the issue can be, or how to even talk to someone that is willing to, or can help.
Is there anything that I can check on that may be an issue? Any info I can provide that can help anyone diagnose? I am not an expert when it comes to networking, but I am also well beyond a beginner. I am at my wit's end. I fear that if it's not an issue on my end, how can I get this resolved or looked into? Is there maintenance to infrastructure happening? Would a tracert provide any help? Please let me know!
Thanks again for any help.
This was my second post, reference the "resolution" of the first as well:
I received a few PM's from Comcast support who sent a Tech Supervisor out to replace the wiring behind the COAX plates, but ultimately I was told to "just wait" while we keep your area "on watch". After a week or so of painful connection, it seemingly resolved itself (or Comcast did something to resolve it on their end).
Fast forward to February 2016 - and here I am with the same exact issues. Modem always on. Terrible packet loss. Did all the usual troubleshooting, called tech support 10x, been escalated a few times, had a few techs out. Line tech scheduled for next Monday. Last tech told me they will keep my area on watch, but "it's like chasing a ghost - it'll get worse until it pops it's head out, then we can fix it." I've been running PingPlotter to keep track and this is what my internet connection looks like during one of these fits (which can last 3-5 hours+):
That's packet loss on the first hop. There is almost no way this can be on my end. How can I get this resolved? How can this even be an issue? For the amount I pay monthly, and for how much I rely on having a secure connection in my life, this is extremely unacceptable. I need a REAL answer.
Slowly losing my mind - any help would be extremely appreciated.
Here is the outcome of the 2nd time this happened:
Saw my 3rd Tech in 6 business days. This was "supposed" to be an SRO for a Line Tech, but it turns out it was just another home facing Tech. It turned out to be a blessing in disguise in some ways because this Tech went above and beyond and worked pretty hard to help me out. After replacing the modem as a "just because", he checked the COAX outlets, the drop, the tap, the filter, signals and noise from the main line, and into the house.
He was able to determine that there was noise on the main line and that they would need to replace the underground lines from outside to the building. He took all the necessary info and said he would get the process started.
I have no timetable and no way to check on the progress, but I am happy that at least some issue was found, and that it was indeed out of my control.
Here's to hoping this gets taken care of soon. If there is any way that I could check the progress or scheduling of this, please let me know. I would like to keep tabs on it and potentially keep pressure on if needed since this could finally be a resolution, fingers crossed.
As you can imagine, the drops went away after about a week again, but I spoke to my HOA and they were never contacted by Comcast, not even 4 months after this has happened. So when it was all said and done, I knew it would come back... and now it has for the 3rd time.
I am pretty much ready to cancel my service at this point because there is simply no answer for this on their end. Any thoughts that may not have been covered? Is there anything I can do? Anyone I can contact that can actually help? This is extremely frustrating and unacceptable.