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Houston TX Slow Dowload/Upload speed for what I pay for?

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Houston TX Slow Dowload/Upload speed for what I pay for?

Before I begin to call tech support and customer service, I would appreciate any opinions/advice on whether or not I am getting what I am paying for.  Here is a link to speedtest results;

 

http://www.speedtest.net/result/1203311380.png

 

 

I usually get almost the exact same results regardless of time and day.  I feel like these DL and UL speeds are not even near what I should be getting.  System is Win 7 64 bit and hooked directly to the modem provided bu Comcast.

 

I pay for the Blast! service.

 

Thank you in advance for your help/advice!

Silver Problem Solver

Re: Is this a normal Dowload/Upload speef for what I pay for?

The Blast service is rated at upload speeds up to 20mb/s download up to 4mb/s.

 

Your speed test (for what it is worth) shows that you certainly were not getting close to those speeds at the time of the test. Most of those speed test sites are unreliable anyway.....

 

So, start at the beginning, and look at the posts that are stickied at the top of this board. There are some initial troubleshooting tips that you can perform yourself to see if there are any obvious issues. If you get through all those, there is a post detailing the information you should collect and post so someone can try to help you further.

 

Without the information requested, there isn't too much we can tell you....

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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Problem Solver

Re: Is this a normal Dowload/Upload speef for what I pay for?

edit

Frequent Visitor

Re: Is this a normal Dowload/Upload speef for what I pay for?

I have had this modem for several years, ie probably between 5-10 yrs.

 

Here is the traceroute info;  working on some of the other steps.

 


Tracing route to a1526.g.akamai.net [96.17.164.176]
over a maximum of 30 hops:

  1     7 ms    10 ms     9 ms  73.215.216.1
  2     8 ms    13 ms     7 ms  ge-2-30-ur02.alief.tx.houston.comcast.net [68.85
.252.25]
  3     8 ms     7 ms     8 ms  po-13-ar01.royalton.tx.houston.comcast.net [68.8
5.244.105]
  4    46 ms     9 ms    10 ms  be-1-0-ar04.bearcreek.tx.houston.comcast.net [68
.85.245.153]
  5    81 ms    10 ms    14 ms  be-1-0-ar04.greenspoint.tx.houston.comcast.net [
68.85.245.149]
  6    15 ms    15 ms    16 ms  te-0-0-0-4-cr01.dallas.tx.ibone.comcast.net [68.
86.90.149]
  7    16 ms    21 ms    16 ms  pos-0-4-0-0-pe01.1950stemmons.tx.ibone.comcast.n
et [68.86.87.218]
  8    14 ms    20 ms    18 ms  a96-17-164-176.deploy.akamaitechnologies.com [96
.17.164.176]

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

Ping info:

 


Pinging a1526.g.akamai.net [96.17.164.187] with 32 bytes of data:
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=27ms TTL=57
Reply from 96.17.164.187: bytes=32 time=20ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=23ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=17ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=22ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=23ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=17ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=16ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57
Reply from 96.17.164.187: bytes=32 time=26ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=15ms TTL=57
Reply from 96.17.164.187: bytes=32 time=14ms TTL=57

Ping statistics for 96.17.164.187:
    Packets: Sent = 49, Received = 49, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 14ms, Maximum = 27ms, Average = 16ms

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

Modem stats (this was all that it would list):

Name

 DPC2100R2

Modem Serial Number

 206808628

Cable Modem MAC Address

 <MAC removed>

Hardware Version

 2.1

Software Version

 dpc2100R2-v2.0.2r1256-100817as

Receive Power Level

 10.3 dBmV

Signal to Noise Ratio

 39.0 dB

Transmit Power Level

 40.2 dBmV

Cable Modem Status

 Operational

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

BUMP

 

If I call customer service based on the speed test data and the logs I have, what would be the most appropriate way to discuss whether or not I am getting the speeds I am paying for (which is pretty obvious I am not)?

 

Basically how do i go about getting Comcast to follow thru with giving me what I pay for?

 

Thanks in advance.

Bronze Problem Solver

Re: Is this a normal Dowload/Upload speed for what I pay for?

 


@koopakat wrote:

Receive Power Level

 10.3 dBmV

Signal to Noise Ratio

 39.0 dB

Transmit Power Level

 40.2 dBmV

Cable Modem Status


 

This is what I have in my notes for signal levels:

 

- Downstream Power level (should be between -10 and +10 dBmV).
- Downstream Signal To Noise Ratio (should be higher than 33d
- Upstream Power Level (should be between +30 and +55dBmV)

 

10.3 is out of spec, but Comcast might not agree despite the fact that those specs were "officially" posted by a Comcast employee. Other Comcast employees think that between -15 and +15 dBmV is in spec. But, that's something you can discuss with them.

Expert

Re: Is this a normal Dowload/Upload speed for what I pay for?


@steve-baker wrote:

 


@koopakat wrote:

Receive Power Level

 10.3 dBmV

Signal to Noise Ratio

 39.0 dB

Transmit Power Level

 40.2 dBmV

Cable Modem Status


 

This is what I have in my notes for signal levels:

 

- Downstream Power level (should be between -10 and +10 dBmV).
- Downstream Signal To Noise Ratio (should be higher than 33d
- Upstream Power Level (should be between +30 and +55dBmV)

 

10.3 is out of spec, but Comcast might not agree despite the fact that those specs were "officially" posted by a Comcast employee. Other Comcast employees think that between -15 and +15 dBmV is in spec. But, that's something you can discuss with them.


 

Those stickys should be updated because to my knowledge the specs are now even tighter with upgraded to D3 systems of which all will eventually be. The forward (receive) power level is now preferred to be in the -7dB to +7dB range and the return (transmit) power level is preferred to be 40dB to 50 dB for systems that use 64QAM upstream modulation. The downstream SNR is now preferred to be at 36dB.



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New Poster

Re: Is this a normal Dowload/Upload speed for what I pay for?

Comcast has NO control over your download and upload speeds.  They just provide the bandwidth.  If you are downloading from a crappy server in Europe, where the file is located, of course your speeds will be horrible.  Sometimes I can get a slow server and download slower then dial up.  Its not comcasts fault.

 

If you want try a known connection that is close by and fast.  Go to microsoft or a major place and download from them.

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

"Comcast has NO control over your download and upload speeds"  Really?

 

So if I run a test to a comcast server located in the same city, ie Houston, and get the same results:

about 1.47 dl and .93 ul then it has nothing to do with comcast?

 

I have run tests to servers located all over the country and get almost the exact same results regardless of location.

 

Based on most of the constructive responses I have received, I am of the opinon that something is not right on Comcast's end, maybe the modem can't handle the dl/ul speeds, maybe something is off with the infrastructure.. I will try the customer service end this week or next week; any advice on how to best approach this so as to not get the run around?

 

Thanks in advance!

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

Just in case the first one I posted was from a server farther away, here is a speedtest link from a comcast server in Houston:

 

http://www.speedtest.net/result/1228473450.png

 

 

Frequent Visitor

Re: Is this a normal Dowload/Upload speed for what I pay for?

***BUMP***

 

So I was reading on the comcast site about DOCSIS 3.0 and that it is necessary to have a modem that supports the protocol.

 

They provided a nice list http://mydeviceinfo.comcast.net/DisplayCMDevice.php?sort=2&dir=1

 

of modems and the modem I have, which i belive is the scientific atlanta DPC2100R2, does not show as supporting DOCSIS 3.0; I subscribe to the BLAST! service.

 

Could it be that I need a new modem?  Do I have to get one thru comcast or can I go retail?  Is there any pro/con to one or the other?

 

Thanks in advance!

Silver Problem Solver

Re: Is this a normal Dowload/Upload speed for what I pay for?


@koopakat wrote:

***BUMP***

 

So I was reading on the comcast site about DOCSIS 3.0 and that it is necessary to have a modem that supports the protocol.

 

They provided a nice list http://mydeviceinfo.comcast.net/DisplayCMDevice.php?sort=2&dir=1

 

of modems and the modem I have, which i belive is the scientific atlanta DPC2100R2, does not show as supporting DOCSIS 3.0; I subscribe to the BLAST! service.

 

Could it be that I need a new modem?  Do I have to get one thru comcast or can I go retail?  Is there any pro/con to one or the other?

 

Thanks in advance!


If you are renting the modem , just take it in to the comcast store and swap it out

If you want to buy your modem , you can buy from the /comcast store or from most electronics retailers.

The drawback is that if you own your modem and it fails you need to pay for the replacement.

Silver Problem Solver

Re: Is this a normal Dowload/Upload speed for what I pay for?

I get Blast! too, your modem is DOCSIS 2. According to CC Dete DOCSIS 2, will support Blast! speeds.

 

I know the list says it's DOCSIS 3 is required....So if you rent the modem they may or may not swap it for a DOCSIS 3.

Valued Contributor

Re: Is this a normal Dowload/Upload speed for what I pay for?

I am showing the modem is offline currently. Is it uplug at the moment?

Steve


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Frequent Visitor

Re: Houston TX Slow Dowload/Upload speed for what I pay for?

Yes, I have it with me... was going to take it in to the local Comcast store today after work to trade it in. Spoke with Michelle thru online support yesterday and she said I did need a docsis 3.0 compliant modem.
Valued Contributor

Re: Houston TX Slow Dowload/Upload speed for what I pay for?

Ok, let see if the new modem is any better. Let us know the progress.

Steve


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Frequent Visitor

Re: Houston TX Slow Dowload/Upload speed for what I pay for?

New modem, docsis 3.0 compliant from comcast store

ubee U10co35

 

exact same test results as the previous modem, regardless of server location; i even did the test thru the comcast site to the comcast server here in houston.

 

DL is 1.47 and UL is about .93

 

Could it be a signal issue?

 

If more info is needed please let me know; I just want to get something close to what I am paying for.

 

Thank you in advance

Valued Contributor

Re: Houston TX Slow Dowload/Upload speed for what I pay for?

I need some account info from you. Check your PM(private message)

Steve


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