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Slow Upload Speeds, All wiring replaced, Tech says everything is OK

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Message 1 of 12
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I am getting about 1 - 2 MBs upload speed on a 12 MBs upload plan.  Everthing has been replaced.  Wiring in the house, modem and wiring coming into the house.  Problem is Ookla reports 7 - 10 MBs which is wrong.  But Xfinity will only accept thier speed test or Ookla.  Testmy.net shows my true speed.  Also I have done a upload bandwidth test to Twitch.tv servers with bad results as well.  Something is wrong on Xfinity's end but they refuse to acknowledge or look into it further.  Btw, download speeds are fine.

 

 

 

11 REPLIES
Posted by
Problem Solver

Message 2 of 12
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Posted by
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Message 3 of 12
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jweaver0312 wrote:
How do your signals look like? You can see them at either http://192.168.100.1 or http://10.0.0.1
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 9 561.00 MHz 5.10 dBmV 38.61 dB 0 0
2 Locked 256QAM 1 513.00 MHz 4.40 dBmV 38.98 dB 0 0
3 Locked 256QAM 2 519.00 MHz 4.50 dBmV 38.61 dB 0 0
4 Locked 256QAM 3 525.00 MHz 4.50 dBmV 38.61 dB 0 0
5 Locked 256QAM 4 531.00 MHz 4.70 dBmV 38.61 dB 13 0
6 Locked 256QAM 5 537.00 MHz 4.70 dBmV 38.98 dB 8 0
7 Locked 256QAM 6 543.00 MHz 4.80 dBmV 38.98 dB 0 0
8 Locked 256QAM 7 549.00 MHz 5.00 dBmV 38.61 dB 0 0
9 Locked 256QAM 8 555.00 MHz 5.00 dBmV 38.98 dB 0 0
10 Locked 256QAM 10 567.00 MHz 5.20 dBmV 38.61 dB 0 0
11 Locked 256QAM 11 573.00 MHz 5.30 dBmV 38.98 dB 0 0
12 Locked 256QAM 12 579.00 MHz 5.20 dBmV 38.98 dB 0 0
13 Locked 256QAM 13 585.00 MHz 5.40 dBmV 38.61 dB 0 0
14 Locked 256QAM 14 591.00 MHz 5.20 dBmV 38.61 dB 0 0
15 Locked 256QAM 15 597.00 MHz 5.30 dBmV 38.61 dB 0 0
16 Locked 256QAM 16 603.00 MHz 5.30 dBmV 38.98 dB 0 0
17 Locked 256QAM 17 609.00 MHz 5.30 dBmV 38.61 dB 0 0
18 Locked 256QAM 18 615.00 MHz 5.20 dBmV 38.61 dB 0 0
19 Locked 256QAM 19 621.00 MHz 5.20 dBmV 38.61 dB 0 0
20 Locked 256QAM 20 627.00 MHz 5.60 dBmV 38.61 dB 0 0
21 Locked 256QAM 21 633.00 MHz 5.60 dBmV 38.61 dB 0 0
22 Locked 256QAM 22 639.00 MHz 5.90 dBmV 38.98 dB 0 0
23 Locked 256QAM 23 645.00 MHz 5.80 dBmV 38.98 dB 0 0
24 Locked 256QAM 24 651.00 MHz 6.00 dBmV 38.98 dB 0 0
25 Locked 256QAM 26 657.00 MHz 6.10 dBmV 38.90 dB 0 0
26 Locked 256QAM 27 663.00 MHz 6.10 dBmV 38.90 dB 0 0
27 Locked 256QAM 28 669.00 MHz 6.10 dBmV 39.20 dB 0 0
28 Locked 256QAM 29 675.00 MHz 6.00 dBmV 39.20 dB 0 0
29 Locked 256QAM 30 681.00 MHz 6.00 dBmV 39.20 dB 0 0
30 Locked 256QAM 31 687.00 MHz 6.20 dBmV 38.90 dB 3 0
31 Locked 256QAM 32 693.00 MHz 6.40 dBmV 38.90 dB 0 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 33 5120 kSym/s 17.30 MHz 47.75 dBmV
2 Locked ATDMA 36 5120 kSym/s 36.70 MHz 46.75 dBmV
3 Locked ATDMA 35 5120 kSym/s 30.30 MHz 46.75 dBmV
4 Locked ATDMA 34 5120 kSym/s 23.70 MHz 47.00 dBmV

 

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Message 4 of 12
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Purchased a new modem last night just to rule it out.  

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables UnCorrectables
1 Locked QAM 256 1 513000000 Hz 4.8 dBmV 38.9 dB 0 0
2 Locked QAM 256 2 519000000 Hz 4.9 dBmV 38.6 dB 0 0
3 Locked QAM 256 3 525000000 Hz 5.0 dBmV 38.6 dB 0 0
4 Locked QAM 256 4 531000000 Hz 5.0 dBmV 38.6 dB 14 0
5 Locked QAM 256 5 537000000 Hz 5.3 dBmV 38.6 dB 5 0
6 Locked QAM 256 6 543000000 Hz 5.3 dBmV 38.6 dB 0 0
7 Locked QAM 256 7 549000000 Hz 5.5 dBmV 38.9 dB 7 0
8 Locked QAM 256 8 555000000 Hz 5.5 dBmV 38.9 dB 0 0
9 Locked QAM 256 9 561000000 Hz 5.5 dBmV 38.6 dB 0 0
10 Locked QAM 256 10 567000000 Hz 5.6 dBmV 38.6 dB 0 0
11 Locked QAM 256 11 573000000 Hz 5.8 dBmV 38.9 dB 0 0
12 Locked QAM 256 12 579000000 Hz 5.8 dBmV 38.6 dB 0 0
13 Locked QAM 256 13 585000000 Hz 5.9 dBmV 38.9 dB 0 0
14 Locked QAM 256 14 591000000 Hz 5.8 dBmV 38.6 dB 0 0
15 Locked QAM 256 15 597000000 Hz 5.9 dBmV 38.6 dB 0 0
16 Locked QAM 256 16 603000000 Hz 6.1 dBmV 38.6 dB 0 0
17 Locked QAM 256 17 609000000 Hz 6.0 dBmV 38.6 dB 0 0
18 Locked QAM 256 18 615000000 Hz 6.1 dBmV 38.6 dB 0 0
19 Locked QAM 256 19 621000000 Hz 6.1 dBmV 38.9 dB 0 0
20 Locked QAM 256 20 627000000 Hz 6.4 dBmV 38.9 dB 0 0
21 Locked QAM 256 21 633000000 Hz 6.5 dBmV 38.6 dB 17 0
22 Locked QAM 256 22 639000000 Hz 6.8 dBmV 38.6 dB 0 0
23 Locked QAM 256 23 645000000 Hz 6.8 dBmV 38.9 dB 0 0
24 Locked QAM 256 24 651000000 Hz 6.9 dBmV 39.2 dB 0 0
25 Locked QAM 256 26 657000000 Hz 6.9 dBmV 38.9 dB 0 0
26 Locked QAM 256 27 663000000 Hz 6.9 dBmV 39.2 dB 0 0
27 Locked QAM 256 28 669000000 Hz 7.0 dBmV 39.2 dB 0 0
28 Locked QAM 256 29 675000000 Hz 6.8 dBmV 39.2 dB 0 0
29 Locked QAM 256 30 681000000 Hz 6.8 dBmV 39.2 dB 0 0
30 Locked QAM 256 31 687000000 Hz 6.9 dBmV 38.9 dB 0 0
31 Locked QAM 256 32 693000000 Hz 7.0 dBmV 38.6 dB 7 0
32 Not Locked N/A N/A 0 Hz 0.0 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 33 5120 Ksym/sec 17300000 Hz 46.8 dBmV
2 Locked ATDMA 34 5120 Ksym/sec 23700000 Hz 46.8 dBmV
3 Locked ATDMA 35 5120 Ksym/sec 30300000 Hz 46.3 dBmV
4 Locked ATDMA 36 5120 Ksym/sec 36700000 Hz 46.3 dBmV
5 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked N/A Unknown 0 Ksym/sec 0 Hz 0.0 dBmV

 

Problem still exists.  only getting 1 - 2 MBs upload.  Any ideas?

Posted by
Problem Solver

Message 5 of 12
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Try calling Comcast and request for the following values:

The Upstream Signal to Noise Ratio (uSNR):
this value should at least be 31dB

The Upstream Receive Power:
this value should be between -2dBmV and +2dBmV with 0 dBmV being perfect in the middle and

In Channel Frequency Response (ICFR):
this value should not be more than +2 dBmV
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Message 6 of 12
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I can, but I'm pretty sure they will report the correct values.  The tech that came out was looking at all those signals on his cellphone and said everything was normal.  He was a knowledgeable tech.  The supervisor is supposed to contact me so we will see.  Interestingly enough, I found a post from someone at DSLreports that describes my exact same problem.  Thier solution was a bad device hooked up to the network somewhere in the neighborhood.  Going to show this to the supervisor when he comes out and see if it helps him.  http://www.dslreports.com/forum/r31621255-Speed-Upload-Speed-Issues-Resolved-My-Experience

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Message 7 of 12
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I'm having same issue as you and the forum. Please update if showing the tech that forum helps anything.

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Message 8 of 12
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Makzwell wrote:

I'm having same issue as you and the forum. Please update if showing the tech that forum helps anything.


I'll let you know.  Right now I am not confident that they are going to fix it.  It's been 4 days and I have heard nothing from them.  I should at the very least be directed to advanced tech support to see if they can identify the problem.  They keep telling me to run tests from Speedtest.net which always come back good.  But all other tests never go higher than 2MBs, I can't stream at all on Twitch.tv.  I pay for premium internet and I am not getting it.  I am also loosing revenue from my business.  I've gone tough thier full standard troubleshooting playbook.  All wiring to and in the house has been replaced.  Tried 3 different modems.  But because Speedtest.net shows good speeds everything is fine as far as they are concerned.  I'm positive advanced tech support will identify the problem.  But standard support doesn't recognize the problem therefore no connection to advanced tech support.  Frustrating to say the least.

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Message 9 of 12
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Well Tech came out today (after missing yesterday's appointment), guess what he found? Nothing. Which I already knew he would because the issue is not confined to my house or equipment. There is something wrong in the neighborhood. But they keep sending Techs out (knowledgeable Techs, not their fault at all) to verify the signals at my house are good.

 

Comcast has scheduled ANOTHER tech to come out again.  They said 3 visits within 30 days will escalate it.  Seems like a waste of my time and the tech's time, but I'll play along.  I just want my internet fixed.

 

 

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Message 10 of 12
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Well I tried exactly what the user from DSLreports posted.  I upgraded to 250/25.  Guess what?  Upload speeds are half of what they should be.  Just like the original post I linked said.  So now will someone come out and fix this?

 

http://speedtest.xfinity.com/results/J8PA21V04MXM62C

 

http://beta.speedtest.net/result/6702478237

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Message 11 of 12
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Tech came out, they finally acknowledged there is a problem.  Said "They will look into it". Took 3 tech visits to acknowledge it and it's still not fixed.  Customer service apologized again said it would take 72 hours to look into.  I'm over the apologies and inconveniences, I identified this problem a week ago, no one would listen. I literally had to upgrade my service to get someone to recognize the problem. I spent money to troubleshoot a problem for their techs that I already identified. 72 hours? If someone would have escalated it when I asked a while back it would have been fixed by now. I've lost revenue due to not being able to stream, bought and replaced equipment I didn't need to and I upgraded to a service I didn't even need. 72 hours? Unacceptable.

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Message 12 of 12
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What a joke of a company.  They have scheduled Maintenance on the node for NEXT WEEK that MAY fix my problem.  So let me get this right.  If you have a problem, the fix is to perform Maintenance?  Nope.  You perform Maintenance to prevent problems, once there is a problem you fix it.  Comcast logic is "Well, let's change the air filter and see if your oil light goes out".  I'm done with this poor excuse for an ISP.