Internet outages
Comcast frequent, intermittent internet outages + long outage in Santa Clara, CA with no auto-recovery!
For over one year now, many U.S. Comcast customers have experienced frequent, but short Xfinity internet and pay TV outages several times per week.
Here is what two customers wrote on the Xfinity Community Forum:
- Outages being reported CONSTANTLY: “I have intermittent outages several times a day for over a month. I work from home and this is inconvenient as I have been kicked out of important meetings and even streaming movies at night is a challenge with these frequent outages.”
For the last month, my Xfinity internet service has REPEATEDLY been dropping, and outages of over 100 people have been getting reported on Xfinity’s website.
It was every day for 10-14 days, then stopped for about a week, and now it’s back to every other day. I contact tech support, and they do the “reset your modem” dance, but inevitably reach the end of their binder of answers. I’ve had two techs out, one told me I needed a new modem, didn’t fix the problem.
But inevitably, a little while after I notice problems, I check Status Center and see there is an outage in my area due to “Network Damage”, affecting 100-500 people. It gets fixed…then in a day or two, it’s dropping me again,and another “Network Damage” outage affecting 100s of people.
Is there a local or regional rep I can speak to who can explain to me why this service I pay for is suddenly the victim of repeated outages every day/every other day due to “network damage”?? I haven’t had issues in years with service, and now I don’t know if this is a coordinated terrorist attacking on the network, the squirrels have declared war on the wires, or what is causing repeated failures. I had more than one person at Xfinity tell me that their techs are just unplugging people in the middle of the day to do network upgrades. My wife and I both use the Internet for work, we are losing money when this happens.
Can anyone recommend next steps for obtaining more information on why Comcast can’t go more than 48 hours without an area outage for the last month?
2. From a Seattle, WA Xfinity internet customer posted on Reddit:
“Looks like there’s a widespread Comcast internet outage. In the image below, Each of the dots represents 500-2000+ reports of internet problems. I know Comcast had some scheduled overnight maintenance to “upgrade the systems,” which has now been updated to “damaged network with no ETA for fixing.”
A much longer Xfinity outage report on Reddit:
“Service out for 36 hours, Xfinity keeps blaming power outage. The only support I can receive is Bots via the chat or a prompt goodbye when I call the phone support. What gives?”
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And there are many, many more social media reports of Xfinity outages, which also takes down the company’s nearby WiFi hot spots, which could be a backup when you lose Xfinity wireline internet service.
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Personal Experience:
On Friday, June 21st, most Xfinity customers in Santa Clara, CA (including this author) experienced a severe and long service outage, which (for me) lasted 17 hours, It was due to a fiber backbone cut by vandals. Here’s one of many text messages I received:
“Hi, it’s Xfinity Assistant. We’re aware you’re experiencing an interruption due to damage to our fiber lines in your area. We’re still working to get you back up and running. We apologize for the inconvenience.”
That outage was a killer for me, as I could not participate in two webinars that morning and had to cancel a 3pm Zoom call with my Doctor (for which I had to pay for since I cancelled <24 hours before the scheduled session). Obviously, my four smart Amazon/Google speakers didn’t work, nor did either of my two Amazon internet TVs. I had to use my cell phone to make voice calls as VoIP was also down.
For three weeks, I’ve been urgently trying to get an explanation from Comcast for why the Santa Clara outage lasted so long. In particular, why wasn’t there protection switching (1:1 or 1:n), self healing rings, router restoration via a standby fiber facility available for auto-switch over of the backbone traffic?
As that did not happen, the fiber cable had to be manually repaired, which took a very long time. Despite endless voicemail tag, I never received an answer to that question.
The only written response was the following:
“As I think you know now, that outage was caused by vandalism to our network. Vandals inflicted severe, significant damage to our system that required extensive, complex and time consuming repairs to our fiber. On behalf of our entire team I want you to know how sorry we are that this caused your services to be down for a lengthy duration.”
Here is what the Fiber Optic Association recommends:
In the case of fiber optic network restoration, nothing is more important than having complete, up-to-date documentation on the network. If possible, design a network with backup options. Many users run dual links, one transmitting data and one “hot back-up” ready to switch over in milliseconds. Electronics must be installed with duplicate links and all power must be backed up with batteries, generators or fuel cells.
Critical systems should add in geographic diversity; two links available running paths that are as widely separated as possible to ensure that if one suffers a failure due to damage to the fiber optic cable plant itself, the other can be switched in immediately. Rings provide a logical way to have route diversity, but simply being able to patch fibers manually to switch over to another fiber/cable is still quicker than repair. Even with backup, a failure requires immediate restoration, as one should never depend on a single link any longer than necessary.
All cables should have spare fibers, especially since fiber is extremely inexpensive compared to installation or restoration costs. Fibers tend to get broken at the ends where terminated or inside splice closures during splicing or re-entry. Having spare fibers makes it easy to simply switch fibers to restore operation. Whenever possible, store extra cable in service loops that can be pulled together for splicing. This can save immense amounts of restoration time for cables installed indoors or pulled in conduit outdoors.
OSP underground cables should be buried sufficiently deep (~1m/3 feet) that it is protected from casual digging and marker tapes that show up on cable locators buried above them. (See OSP Underground Construction in the FOA Guide) Bright colored conduits also help visibility. Cables should be listed in the “Dial 811, Call Before You Dig” database and markers installed where possible.
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This post will be updated if and when I get an answer from Comcast as to why it took so long to restore service after the fiber cut.
References:
https://www.thefoa.org/tech/ref/restoration/rest.html
https://en.wikipedia.org/wiki/Self-healing_ring
https://www.advsyscon.com/blog/self-healing-it-operations/