Tech details:
Hello. I have had intermittent connectivity for several days. I work from home and remote into a virtual workspace as I work in a virtual call center. A few days ago it started with audio lag at work, lag while using the system and then disconnections. After running ping -n 150 to 8.8.8.8 I had 10% packet loss. I ran a series of similar ping tests to 127.0.0.1 with no issues along with pings to my router without problems.
At that time the web was still running quickly and everything seemed to work properly. At this time I experience seemingly random instances where either the Internet slows to a crawl and webpages won't load ( Page cannot be displayed / infinite hourglass ) or my network icon simply goes red and the router reports that there is no external IP address and is having a problem with my ISP. Other computers on the network are having the same connectivity problems including one that is less than 3 days old.
When I experience issues with slowness only and the network icon is fine, ping tests may or may not show varying percentages of packet loss. When the network simply goes down there is nothing being written to the log in the modem log screen and the levels aren't changing. I am still unable to log into my remote work environment due to excessive packet loss at random times. There isn't much in the logs or anything because it was only added yesterday. My previous modem was DOCSIS 2.0 but I bought a 3.0 compliant modem and had it added right away but am still experiencing the same issue. If anyone could look at these and let me know if you see anything wrong I would be grateful. Also if you have any advice on other information that I can collect or provide or if you have advice for additional troubleshooting I would be grateful for that as well. These issues do not seem to occur at regular measurable intervals or at a specific time of day also ~
I will also add that this modem is connected to a Belkin N150 router with DHCP enabled that assigns ip addresses in the range 192.168.2.2 -192.168.2.100
I noticed On the modem configuration page it reads:
"The SURFboard cable modem can be used as a gateway to the Internet by a maximum of 32 users on a Local Area Network (LAN). When the Cable Modem is disconnected from the Internet, users on the LAN can be dynamically assigned IP Addresses by the Cable Modem DHCP Server. These addresses are assigned from an address pool which begins with 192.168.100.11 and ends with 192.168.100.42. Statically assigned IP addresses for other devices on the LAN should be chosen from outside of this range"
Not sure if this configuration can cause strange issues when connected to my router providing DHCP services over the network.
Also below I posted the details of my modem information and also my experience with Comcast regarding this issue so far.
Info:
http://i.imgur.com/5aYpYoZ.png
Status:
http://i.imgur.com/7s0uKd1.png
Signal:
http://i.imgur.com/KLow1tB.png
Configuration:
http://i.imgur.com/BoMWsjD.png
Logs:
http://i.imgur.com/yCe0hRi.png
Experience details:
A technician came out and when testing the line to my home he said the signal was low and that he would put in a ticket to have someone perform additional testing. The field rep said he was unable to provide troubleshooting and maintenance services on the main line running to my home. The field rep said he would create a high priority SRO ticket and it would be resolved within 48 hours. The field rep did not provide a ticket number or SRO ticket number.
I called Comcast an hour after the technician left and had a supervisor verify a ticket had been created by the dispatched agent. They said they saw no ticket in the system to have this resolved. I literally spent another 4 hours talking to agents and supervisors to look into the issue for me. 2 of which said maintenance was being formed and that is why my Internet isn't working properly.
I finally reached a supervisor who took the time to help me. A supervisor they said they created another ticket to have a technician to come out and determine if there is a problem with the line because they can't simply call someone out to fix the main line unless a tech calls it in. The rep also said there was maintenance in my area during that particular time..
I decided to call back and try to have it bumped so I don't have to keep calling in at my job. The earliest appointment was for Sunday but the rep sent an email to their supervisor to see if they can have it done sooner. They said a supervisor would call back within 2 hours. I never got a call.
When calling Comcast to reference the status of this ticket to see if it had really been created I was informed by a supervisor again that no ticket was created and I had to wait 48 hours to see if the problem is resolved. I called back and spoke to an agent who said they cannot create an SRO ticket only a field rep can and that and another field rep would have to be sent out to test the line and determine if an SRO ticket needs to be created.
I called back and spoke to a supervisor and was given ticket where the rep said a supervisor would call me back in 30 minutes to 2 hours to see if I could have a technician return. I never received a call.
I called back and got a supervisor. I was given ticket another ticket. The supervisor said there were two tentative cancellations and he would call back in 30 minutes after confirming the cancellations with the two other customers. The supervisor insisted he would call back not like the last supervisor who did not call me.
I called back 45 minutes later and referenced the ticket I was given and was informed an alleged callback attempt was made but the line was busy. This is a flat out lie. The notes said I couldn't get an earlier appointment. I called back and requested a supervisor once more. The supervisor I spoke with said that she would enter an escalated ticket to the dispatch department who would call me back since they cannot call dispatch directly nor can I. The supervisor provided an "ER-1" ticket. She also asked if I had the ID of the previous supervisor which I didn't.
I received an immediate call from a rep in "Dispatch Quota". The rep informed me that when a tech comes out a ticket is automatically created for another person to check the status of the line but no person at Comcast support can see or access them. He also said that when when the ticket is created in his system they can only see that a rep was dispatched. Afterward the ticket is removed from their system. He also said because of that, there is no way to check the ticket status to see if a main line technician has already performed additional testing and determined there are no issues or if a technician has not come out yet. The rep did schedule a technician to come out tomorrow to reassess what what was done previously. He also said someone may have seen it working at the time it was tested and closed the ticket. I am disabled and work from home. Losing the Internet means losing my job and then my roof.
If calling to technical support ( or any department ) I recommend documenting the date and time of contact, which department you reached, the employee ID and get a ticket number. If you speak to a supervisor, get his or her ID and document what is said. I may not have the proper names of tickets and such but this has been my experience so far spending 11 hours on the phone with reps, hope it helps you out if you need to contact them.