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Down & Out

9:10 AM -- Cable modem service uptime has hit a rough patch in recent weeks.

Following an outage on the eve of "Cyber Monday" in Boston, Washington, and Baltimore, Comcast Corp. (Nasdaq: CMCSA, CMCSK)'s customer care Twitter account and news reports were relaying information Sunday night about another significant high-speed Internet service outage, this time hitting MSO systems serving Chicago, Indiana, Michigan, and Minnesota.

The ComcastCares Twitter account stated that the problem was related to DNS servers, also believed to be the culprit of the Nov. 29 outage on the East coast. Comcast began the process of migrating to DNS servers outfitted with Domain Name System Security Extensions (DNSSEC) back in October as part of its beefed-up Internet 'bot-detection and notification service. (See Comcast Goes Wide With PC Security Bot.)

Both outages occurred on Sunday evenings. (See Comcast Hit by Regional Net Outage .)

The latest outage reportedly started at 7:30 p.m. Sunday, and was fixed at about midnight.

Last Thursday (Dec. 2), Time Warner Cable Inc. (NYSE: TWC) suffered an Internet service outage that affected about 2 million customers in California.

— Jeff Baumgartner, Site Editor, Light Reading Cable



Jeff Baumgartner 12/5/2012 | 4:16:41 PM
re: Down & Out

Comcast now saying that some areas are still experiencing problems as of Monday morning. JB

falsecut 12/5/2012 | 4:16:39 PM
re: Down & Out

Comcast's performance in this can only be classed as dismal.  Calls to their usual main number resulted in a busy signal for hours.  Calls to their technical support number (which I wouldn't have had without a smart phone) started out as a busy and when finally answered gave a message of "We are having technical difficulties" and hung up on you.  Seriously, that was pretty much the entire message.  Nothing that said WHAT the difficulty was (like "we are sorry but interet access has been lost by many customers and we are working on the problem"; would that have been so hard?). 


So I went to comcast.com and looked for an announcement and ended up on their on line help forum.  Lots of comments and angry people but at least someone on the forum identified the problem as being a DNS one, and noted a solution using the free Google DNS servers.  Comcast failed to show up on their own message boards and post anything when I looked about 90 minutes into the outage.  No post that said look at comcastcares as their support Twitter account either.  Didn't know about that until I looked in the paper this morning.


Not one single place I went to had even the hint that Comcast was aware of the issue.  I was pleased that someone else offered the information for the rest of us, but this was handled about as poorly as I can imagine it being handled.

falsecut 12/5/2012 | 4:16:38 PM
re: Down & Out

You lost me.  Since you couldn't reach them by the regular line since it was busy, and since they only had a brief message before hanging up on you at the tech support line, who was I going to ask?  It's not like they had a banner at the top of a home page or the forum page directing you somewhere.

spc_markl 12/5/2012 | 4:16:38 PM
re: Down & Out

Maybe it is just my imagination, but I found in the past to ask for "home networking" as being better in resolving problems that I have had with Comcast.


Mark

falsecut 12/5/2012 | 4:16:37 PM
re: Down & Out

I see.  Pesonally, I'm not having any trouble any longer since I switched my DNS server destination.  Comcast certainly stirred up some amazingly bad customer "good will" with this one, at least from the comments I saw.

spc_markl 12/5/2012 | 4:16:37 PM
re: Down & Out

I just meant in general.  I am sorry you are having so much trouble.

spc_markl 12/5/2012 | 4:16:37 PM
re: Down & Out

Unfortunately, I don't think it will make much of a difference in the future.

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