Visitor
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6 Messages
Gigabit service getting less than 10Mbps
I was on the phone with Comcast support for multiple hours this week trying to find a resolution for this issue. This past week, my gigabit internet service is seeing speeds as low as 6Mbps downstream, after getting generally in the range of 500Mbps - 900Mbps for the past year. No equipment has changed. The customer service agent insisted there are no problems on Comcast's end. Can anyone guide me on possible resolutions of this issue?
- There are no splitters.
- I have my own modem (Netgear CM1100).
- Coax Cable has been checked for secure connection.
- Coax Cable has been swapped for a different cable, with no effect upon the issue.
- Multiple devices have been used to test the connection speed, using direct Cat8 ethernet connection (using different ethernet cables to eliminate that variable).
Here is a copy of my latest channel statistics. I notice that there's quite a bit of SNR and power variance for the downstream channels. There is also evidence of mounting codeword errors. With this being the case, how can the customer service agent have stated that there doesn't appear to be any issue with the service?
Accepted Solution
jebusbrian
Visitor
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6 Messages
3 years ago
For anyone else who might come across this thread in the future via internet search, here's the resolution.
I did manage to get a technician scheduled for an appointment. I basically had to beg the Customer Service agent on the phone and tell here I was prepared to pay the expense out of pocket if it ended up being a problem with my equipment.
She finally relented and gave me an appointment for a couple days later and ticket number as confirmation. When the appointment time came, no technician came. So I call customer service again. I get a completely new agent, who says there's no appointment scheduled for my account.
This is the point where I think to myself, "I guess it's time to break my contract and try a competitor."
Fortunately, this customer service agent very quickly said he was going to make a new appointment for me. He even went directly to dispatch to see if he could squeeze me in faster, if a technician was available.
The next day, a technician did come out. A very friendly and thorough tech, he was. He tested everything, starting from the signal at the pole and all points to my modem.
Eventually it was discovered that the line going from the pole to the house was giving power levels that were just plain off. So he spent an hour running a new line from the pole to the house. Afterwards, the signal readings seen on my modem were damn near uniform across the board.
I very rarely would advocate for anyone to be fired from their job, but I am tempted for the customer service agent who wasted our time and failed to schedule an appointment.
On the flip side, then next agent was very helpful, and the technician was superb.
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jebusbrian
Visitor
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6 Messages
3 years ago
Seems like the quality of that full image has suffered, so let's try a smaller portion.
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jebusbrian
Visitor
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6 Messages
3 years ago
And the Downstream OFDM:
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EG
Expert
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107.3K Messages
3 years ago
All of the stats either are or are close to being out of spec.
That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Good luck with it !
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EG
Expert
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107.3K Messages
3 years ago
O/k well what about the other things that I stated to check ?
If there is nothing that you can do to improve the connection then you'll need to get a tech out to investigate and correct as I also stated.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
(edited)
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EG
Expert
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107.3K Messages
3 years ago
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic.
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EG
Expert
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107.3K Messages
3 years ago
Glad it got squared away ! Now closing your marked "solved" topic.
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