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Upgraded internet bandwidth, hitting cap at around 92/12mbit

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Message 1 of 8
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Hello,

 

I recently installed a few Ring doorbells and upgraded the internet speed to 200/20.  Unfortunately it seems I am hitting a cap at 92/12mbit.  Have super clean wiring, using a new Netgear Orbi router (mesh network).  Called into customer service a week ago and was told my 6120 Motorola is the issue (I know this modem can reach 150mbit) but I went ahead and upgraded to a new Arris 6190.  Retested yesterday using WIFI, Lan cable and every speed tester hits the wall at 92/12mbit.  Called back into customer service and they scheduled a technician to come out next week.  

 

I know that customer service has limited resources available to them, not sure what a technician is going to do.  Certain it's nothing on the wiring, equipment, etc.  It's a QOE cap or some limiter placed upstream, don't think a dispatched technician will be available to check any of this information.  Can somoene from a higher tier please see if they can resolve the issue?

 

Any questions please go ahead and ask.

 

Thanks!

Emil

7 REPLIES
Posted by
Problem Solver

Message 2 of 8
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Does that computer have 10/100/1000 Gigabit Ethernet? Also have you tested directly connected to the modem?
Posted by
Connection Expert

Message 3 of 8
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Since you also tested that using WiFi, does your computer's WiFi wireless network adapter also support gigabit speeds ?




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Message 4 of 8
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I tested using a ethernet from the Orbi, will try again direct from the router tonight.  My IPhone is connected using 5G and at work I can reach 200/200 symetrical, w/o issue.  Why I am saying it's some cap, is the bandwidth testing needle literally hits the wall, it doesn't burst above, go down, back up, etc.

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Message 5 of 8
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The Orbi has a gigabit port and so does the laptop.  The 5G wifi of course can easily reach above 92mbit down.  Since wired is also hitting the same numbers, this is saying something.

Posted by
Connection Expert

Message 6 of 8
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They don't cap connections like that. 

One thing that you can try is to call 1-800-comcast and ask a rep to *roll and re-provision* the modem. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.

 

Your account may not have actually been upgraded.




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Posted by
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Message 7 of 8
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Roger, I will call in and have it re-provisioned and account checked.

 

Also later tonight I will confirm with the config file that is on the modem, hopefully will get this resolved.

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Message 8 of 8
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Called in and my account is set for Blast Pro, prior speed was Performance.  Rep said the correct config file is present on my modem, just so happens that the performance pro speed is what I am getting.  arghhhh