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Speed issues... No help via other means.

Frequent Visitor

Speed issues... No help via other means.

I've had Comcast for 2-3 weeks. At first it was good, then every other-day I noticed some occasional speed issues. Then the last couple of days it has become a reacquiring thing; sometimes, several times a day. Today, I tried to troubleshoot with a Chat agent who attempted to provision my modem. After each reboot my speed would return to near-perfect speeds and then quickly return to lower speeds. Eventually the agent claimed my modem (CM600) wasn't supported. Hoping to get a technician lined up for Friday maybe, I called the support number. To which, the phone agent said that all my previous speed-tests looked good and some rant on how wireless is bad ...even after I explained that I was wired directly to the modem. Attached is a screenshot of my most recent speed-test. And below are the signal levels which look kind of meh in some places. Please help?!

 

 

tartup Procedure
Procedure Status Comment
Acquire Downstream Channel 615000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Override MDD IPv4 only
 
<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 17 615000000 Hz -15.1 dBmV 32.5 dB 0 0
2 Locked QAM256 1 519000000 Hz -16.3 dBmV 31.0 dB 74 0
3 Locked QAM256 2 525000000 Hz -14.3 dBmV 33.1 dB 0 0
4 Locked QAM256 3 531000000 Hz -19.1 dBmV 28.6 dB 96691 0
5 Locked QAM256 4 537000000 Hz -19.4 dBmV 28.4 dB 281468 0
6 Locked QAM256 5 543000000 Hz -14.3 dBmV 32.8 dB 0 0
7 Locked QAM256 6 549000000 Hz -12.6 dBmV 34.8 dB 0 0
8 Locked QAM256 7 555000000 Hz -12.1 dBmV 35.1 dB 0 0
9 Locked QAM256 8 561000000 Hz -16.0 dBmV 31.2 dB 0 0
10 Locked QAM256 9 567000000 Hz -17.6 dBmV 30.2 dB 344 0
11 Locked QAM256 10 573000000 Hz -15.8 dBmV 31.9 dB 0 0
12 Locked QAM256 11 579000000 Hz -14.3 dBmV 33.3 dB 0 0
13 Locked QAM256 12 585000000 Hz -12.8 dBmV 34.6 dB 0 0
14 Locked QAM256 13 591000000 Hz -16.7 dBmV 30.9 dB 13 0
15 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
16 Locked QAM256 15 603000000 Hz -21.7 dBmV 26.4 dB 79619984 26546211
17 Locked QAM256 16 609000000 Hz -16.9 dBmV 29.9 dB 16 0
18 Locked QAM256 18 621000000 Hz -17.2 dBmV 29.9 dB 0 0
19 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
20 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
21 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
22 Locked QAM256 22 645000000 Hz -21.1 dBmV 26.1 dB 539900 239941
23 Locked QAM256 23 651000000 Hz -18.2 dBmV 28.7 dB 207 0
24 Locked QAM256 24 657000000 Hz -18.9 dBmV 27.9 dB 2135 0
 
<tabindex=-1>Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 9 5120 Ksym/sec 36800000 Hz 49.0 dBmV
2 Locked ATDMA 10 5120 Ksym/sec 30400000 Hz 49.0 dBmV
3 Locked ATDMA 11 5120 Ksym/sec 24000000 Hz 49.0 dBmV
4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Current System Time: Thu Apr 05 17:56:45 2018 
plzHELP.PNG
Expert

Re: Speed issues... No help via other means.

Hi @tr8r,

Sorry about the issues you've been having. Your power levels are terrible -- it's a surprise it's working at all. If you want to do some troubleshooting on your own, this might be helpful: The troubleshooting guide.

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 

Tip: If you need service, sign up for the Service Protection Plan (SPP). It's around $6 a month and you must keep it for at least 60 days after your service call. If you have SPP, you won't incur a service charge. You can sign up when you schedule an appointment.


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Frequent Visitor

Re: Speed issues... No help via other means.


@The_Janitor wrote:

Your power levels are terrible -- it's a surprise it's working at all. 

 

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

 


Thank you. I thought they looked bad. And thanks for helping me get some support! 

Official Employee

Re: Speed issues... No help via other means.

Hello tr8r, I can assist you with getting this issue corrected. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?

Frequent Visitor

Re: Speed issues... No help via other means.

Still having issues. Seem a little worse now, completely dropping connection for minutes at a time.
Official Employee

Re: Speed issues... No help via other means.

 

tr8r wrote: Still having issues. Seem a little worse now, completely dropping connection for minutes at a time.

 

I responded to your PM, please reach back out to me there.