Community Forum
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
About jcwest21
since
10-21-2019
10-24-2019
jcwest21
Frequent Visitor
6
Posts
0
Kudos
1
Solution
10-24-2019
05:06 PM
Thanks for input everyone. Comcast ended up rolling a truck, after showing two modems having the same issue and ruling everything else out... I'm happy that I have functional service now but it felt like a game of whack a mole. The agent removed my wall plate and set a new jack (no change), tried moving the modem to multiple rooms in the house (no change), tried moving the modem directly to my low volt panel and connecting it *directly* to the line from the tap, slight change. The biggest take away was when comcast first wired the house a year ago they put in a non-amplified splitter to feed the house. The tech removed that splitter (which again was Comcast provided and wired) and instead just directly connected the tap line (or whatever its called) to my office jack line bridging them directly disconnecting the rest of the house. We don't have TV so this is not an issue for us.
Finally after replacing the wall plate jack, disconnecting the comcast provided splitter, and briding the office directly to the tap was the tech able to consistently get my rated speed. He also disconected and rethreaded the line at the grey box (outside) and actually confirmed the older modem was getting better power/less ingress/noise so we both agreed to return the new modem and keep the old modem (still qualified for my rated speed).
By the end of it all the tech was a little frustrated (almost three hours of trouble shooting) and couldn't decidedly identify what the point of failure was or why it worked just fine until recently. I proposed that the poorly configured comcast provided splitter was providing so little power that the modem was barely at the edge of satisfactory and only recently perhaps slipped over the edge causing the dramatic service drop. He said he couldn't confirm or rule that out other than to say after we removed the splitter that comcast installed, service improved dramatically....
as a customer it's just more than a bit agitating that Customer Service had me on a wild goose chase and went so far as to tell me to buy a new modem and when they still didn't fix it told me to buy a new router. Basically comcast was innocent until proven guilty and wasted a tremendous amount of my time, which I guess shouldn't surprise me in the slightest. Now Im just waiting hoping that with all of these "adjustments" I can go back to enjoying my service...
... View more
10-24-2019
10:19 AM
Not sure why my photo uploads never seem to wkr but here is the stats page hosted on google photos.
https://photos.app.goo.gl/WCuQK4yPUN4bud7N9
log
https://photos.app.goo.gl/NpcZvdCFjKdipwdG9
Speed Test Log Showing Period right after activating everything was fine, a few hours later not so much
https://photos.app.goo.gl/zLFPQUR6R2jkn3kd7
... View more
10-24-2019
10:17 AM
I previously posted a thread about beleiving I was under some form of network management due to reduced speed. Some users suggested a modern modem with more channels and based on the age of the old one I figured either way it could not hurt. When the modem was first added I was able to routinely test my connection at over 300mbps (pay for 275). It tested fine at the router, at the desktop, laptop, and mobile devices. As of this morning I am now back to testing *exactly* where I was before, 90megabits (ish) per second. I am struggling with any other explanation on why a new modem would work as intended for a brief period but than would suddenly revert back to the old speeds that appear to be artificially throtled. This is a brand new SB6183 and again I want to emphasize for about 2-3 hours (before we went to bed) everything was fine. When I woke up this morning though it was right back to capping at 90megabits per second. If anyone has any input here I welcome it, I'm really running out of steam on this issue because nobody at Comcast support can tell me anything otehr than "everything looks fine on our end" which if thats the case why did I briefly get my speed back (perhaps before the modem was fully provisioned) and now Im back to having a ceiling of 90megs?
Also now when I open the xfinity app on my phone I'm told there scheduled maintenance/outage for 10/25 at mightnight. Why can't anyone at Comcast tell me or explain if this scheduled maintenance has anything to do with my connection issues? I'm getting 1/3rd of my rated speed, on a brand new modem, that they say otherwise appears completely fine, theirs scheduled maintenance they can't explain but I'm supposed to just accept that whatever the issue is, it must be within my home?
@ComcastCares @ComcastAmir @ComcastJK @Comcast_Support
Can anyone who isn't just reading me lines out of pre-recorded script and just reset my modem over and over and over again actually reply to me and look into this issue?
... View more
10-21-2019
12:09 PM
No splitters in the house. It's new construction (2019) home so everything is new/contemporary with the interior wiring with no additional splitters added. Also I don't want it to be lost that we have had consistent service for over a year. No dropped connection or loss of internet, just the reduced speed. I appreciate everyone's input.
I do see that this modem is a little on the "old side" and although still rated for our current service it's a pretty low cost to jump up to a 16x4 modem. So I'll go ahead and get one of those sent out today, register it and see how we do. If I'm still seeing the 80megabit threadhold with the new modem it may simply be time to have Comcast come out.
... View more
10-21-2019
10:14 AM
Here's the model signal info . Initially tried to upload it directly but its not attaching correctly for some reason, here is a shared copy on google photos.
https://photos.app.goo.gl/Y92hCeMj8PXXEugs6
... View more
10-21-2019
10:11 AM
We pay for 250 megabits, haven't had any issues for about a year. My main PC took a noise dive and I ended up having to rebuild my steam library. We also pay fr unlimited internet but last month we moved just over 4 terabytes of data (usually in the 1.5-2TB range). About mid way through that process our internet took a noise dive to 80megabits. It's held there consistently now for over 30 days. I've called in and been told my modem signals appear fine, they have tried to reset it numerous times and keep telling me it's "my equipment". that being said I have plugged directly into the model, tested from the router, tested from laptops, phones, etc. I have no issue moving data around at near gigabit speed on my hardwire lines or moving over 400megabits over the wireless AC so I struggle that this has anything to do with our internal equipment.
When I asked the service reps on the phone point blank "is it possible I have been flagged under the fair use policy for excessive usage and if so does that expire at some point?" and the rep(s) say they have no knowledge or indication of such a thing...
I'm at my wits end because nobody on the phone can give me a straight answer other than offering to charge me for a sight visit. I'm hoping someone one here (amir maybe?) can look at my accound confirm if indeed the fair access policy is applied which is *fine* I just want to know if/when/how long since I am paying nearly $70 a month extra for unlimited internet and higher speeds.
@ComcastAmir - Hoping you can look into this for me or someone else, wasn't sure how to send you a direct messge (when I click your name there is no option, just a profile).
... View more
Latest Tags
No tags yet
