Configuration:
Personally owned gateway (Motorola SurfBoard, Docsis 3.0),
XFinity Blast package
Xfinity Voice and Data Modem: EMTA MOD DHG535
Location: suburbs of Washington D.C. (Prince George's County, Maryland)
Symptoms:
Connectivity had been excellent in the months prior to the past month or so since we had purchased a docsis 3.0 gateway device. Over the past month or so, however, the modem has frequently lost its connection/link to the Comcast servers. All LEDs switch to unlit except for the power LED, then they start relighting and usually reconnect within perhaps 90-180 seconds.
Sometimes, though rarely, connectivity is lost several times within minutes of a previous event. (As another poster today mentioned.)
Very often, however, there are multiple events spread out over a single day, from 2-3 events up to 5-10 events. Today, 7/16/2014, there have been perhaps 10 dropout events, including one that lasted from approximately ~ 1:45 pm to 3-3:30pm.
During this event, we powered cycled the modem several times and also let it try to reconnect on its own for long periods. In addition, our phone/voice service (also through Comcast) was unavailable. (The phone dial tone was a fast beeping sound and a call made to the number went directly to voice mail.) Cable TV was unaffected.
The Motorola gateway apparently was able to connect in one direction but not the other (based on the lit versus the blinking LEDs). There was no DSN server access. Calls from a cell phone to the Comcast number never reached a real person, though we were given the opportunity to leave a voice mail for the next available customer service assistant. (A friend was able to access the Comcast outage map today, which showed a lot of issues up the East coast and in a number of cities around the US, but I haven't seen anything on the internet about outages.)
Can the service technical people troubleshoot from this information or will I need to pull together anything else? Will I need to call when an outage occurs (though it will probably be resolved before I get through)?
Thanks for any assistance and/or brilliant ideas about how to fix this from our end!