Thanks Jason—they are all are business connections. I know they can be restarted through the business portal, but honestly the business portal is terrible for large clients. Not all our connections are listed under the same account due to something with Comcast and the way "regions" and various services are split. i.e. there doesn't appear to be any way of seeing EDI circuts, only cable connections. We were basically told for all the cable connections that we had to have multiple email addresses for the various groups (i.e. it1@example.tld could add accounts in one region, it2@example.tld could handle a different region, etc...) In some cases a reboot will trigger a pull of the latest firmware, which might include security fixes, performance improvements, and other changes. Good to know...but there generally seems to be a culture in both the "home" side and the premier side that Comcast modems *will* start having problems if they are left up and running for more than ~1 month. Some people say they need to be rebooted every 21 days, others say "three to four weeks", etc... My routers run FreeBSD and they get rebooted maybe once a year when there's a security update that affects us. Granted, the Comcast modems are probably some embedded Linux variant, but it seems odd to me that there's this generally accepted idea that they just need to be rebooted every few weeks to "clear stuff out". They aren't my grandmother's Windows PC. High packet loss typically suggests an RF impairment of some type. I don’t know how to explain the PoE comment but am happy to look at your connection if you want to email me off-list. I would suspect RF issues on the cable side as well. There's a very large cell phone tower about 2 blocks away with about half a million antennas on it. As for the PoE issue, I'm not trying to get anyone canned. The tech was professional and polite—just wrong. He was insistent enough that I started to question my understanding of the PoE standard, my networking knowledge and possibly my own sanity. 😉 Thanks for reaching out though. I really do appreciate how responsive Comcast is—not just you and others on NANOG, but generally as a large corporation as a whole. For ~40 connections I usually find myself reaching out to the premier group once a week and they're polite, knowledgeable and 99% of the time 'hassle free'. 🙂 -A On Wed Mar 30, 2022, 05:53 PM GMT, Livingood, Jason <Jason_Livingood@comcast.com> wrote:

I asked him to remotely reboot the modem because there was high packet loss.

FWIW, as a customer (assuming residential), you can login to the website and check for area outages/impairments at https://www.xfinity.com/support/status-map. You can also use the Xfinity app to remotely reboot your cable modem, run diagnostics/check for outages, etc. See https://www.xfinity.com/support/articles/check-service-outage

Both times I've talked with him, he noted the high packet loss, started to reboot the modem, and then asked me point-blank if we had any PoE switches on our network.

High packet loss typically suggests an RF impairment of some type. I don’t know how to explain the PoE comment but am happy to look at your connection if you want to email me off-list.

I said "it's up and working fine, why would I reboot it?".

In some cases a reboot will trigger a pull of the latest firmware, which might include security fixes, performance improvements, and other changes. Jason