mrlefty
@cerfnet.com
| [Connectivity] help needed (info) with 16 mbps service
I just was hooked up yesterday with triple play. I had 6 mbps service before, and upgraded to the 16 mbps. Based on my speed tests, it doesn't seem any different than before. I have a motorola cable modem (owned) and a buffalo wireless g router. Can anyone help me troubleshoot and get the speeds I am paying for. Would the router of modem be holding it back? Thanks in advance. |
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Rick
Premium,MVM
join:2001-02-06
Waterbury, CT
clubs: 
| What city/state are you in? I want to verify first with the blast thread at the top of this forum that 16Mb is there (and it's not just the 8Mb w/ powerboost.)
Run a speedtest at the closest server to you from this site and post the results.
»www.speedtest.net/
run a tweak test and post a link to your results.
»/tweaks
what model is your motorola modem?
And finally, have you tried direct connecting without the router?
--
The Coyote captured the RR! Roadrunner Rick is now Comcastic! |
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mdmaddox
Premium
join:2002-12-29
Federal Way, WA | reply to mrlefty
What model Router do you have?
Have you by past the router and tried a speed test with just the computer and modem? Have you run a tweak test and please post your modem signal levels. |
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comcastuser2734
@comcast.net
| reply to mrlefty
First off I work for comcast so I do have a couple of questions that may answer your question. You said you got triple play, and yet you said also that you have your own motorola cable modem. Now I do not know specifically where you live, but nationally, comcast does not currently allow customer owned EMTA equipment ( VOIP Modem ) for the CDV service you just subscribed to. So now officially if you have your own device I assume it is separate from the device the installer would have left for CDV which should be either Arris (402 or 502 )or Motorola SBV5220. Now if they set up triple play and the rep also set you up for 16 mb blast service, there is something that is very important that needs to take place on the back end of the service (in the office). The way accounts are set up each device has its own outlet or addressable location. It is possible if a rep is not completely proficient that he/she may assign the new promotion for 16mb service to the EMTA while not actually changing the rates on the outlet with your customer owned equipment. Thus you would experience NO CHANGE. I would call tech support and make sure your 16mb blast service is assigned to your customer owned equipment and not to your EMTA. Also make sure you are not being charged for 2 CHSI services if you are not using both. By 2 services I mean one on your Customer Owned modem and one service on your EMTA modem that we provided ( it is possible to surf if you hook ethernet to the back of this device ). I hope this has helped, I work in NJ so I cannot access any accounts out side of this state to find out any specifics about your account. |
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KraziJoe
join:2006-09-08
Alexandria, VA
 ·Comcast
| They do allow you to have the Arris as your Phone Modem and another line into his motorola for his Internet.
said by comcastuser2734 :
First off I work for comcast so I do have a couple of questions that may answer your question. You said you got triple play, and yet you said also that you have your own motorola cable modem. Now I do not know specifically where you live, but nationally, comcast does not currently allow customer owned EMTA equipment ( VOIP Modem ) for the CDV service you just subscribed to. So now officially if you have your own device I assume it is separate from the device the installer would have left for CDV which should be either Arris (402 or 502 )or Motorola SBV5220. Now if they set up triple play and the rep also set you up for 16 mb blast service, there is something that is very important that needs to take place on the back end of the service (in the office). The way accounts are set up each device has its own outlet or addressable location. It is possible if a rep is not completely proficient that he/she may assign the new promotion for 16mb service to the EMTA while not actually changing the rates on the outlet with your customer owned equipment. Thus you would experience NO CHANGE. I would call tech support and make sure your 16mb blast service is assigned to your customer owned equipment and not to your EMTA. Also make sure you are not being charged for 2 CHSI services if you are not using both. By 2 services I mean one on your Customer Owned modem and one service on your EMTA modem that we provided ( it is possible to surf if you hook ethernet to the back of this device ). I hope this has helped, I work in NJ so I cannot access any accounts out side of this state to find out any specifics about your account.
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comcastuser2734
@comcast.net
| Yes I agree, that is not what I was saying. We have customers who have 1 device in the home and we have customers who have 2 devices and both options are accepted. The point of my response is when 2 devices are in the home, each device can be set up differently, one device at 6mb or 8mb service and then the new device set up at 16mb (blast). You want to make sure you convey to the rep setting up the service that the services that you want are set up on the devices you want them to be. Once the services are set up on the back end properly then you should reset ( powercycle ) the equipment to get the new BIN file ( services instructional file ) so that the services are what you are expecting and paying for. |
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comcastuser2734
@comcast.net | reply to mrlefty
If I had your MAC ID from your modem I can look at your modem on our diagnostic tool, though I cannot change anything on your account. This should be able to shed more light on this for you. |
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mrlefty
@comcast.net
| Thanks for the responses...I actually called tech support, and they are coming out tomorrow morning...it is a motorola SB5120 modem, a buffalo air station wireless g router (WHR-G54S). When I hooked directly from my laptop to the modem via ethernet wire, the download speed test improved. I ran it 3 times...1st download throughput: 12 mbps, 2nd:16 mbps, 3rd: 14 mbps....when wireless, i get values around 6 mbps. So, it seems to be the router. Any thoughts? |
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Rick
Premium,MVM
join:2001-02-06
Waterbury, CT
clubs:
2 edits | said by mrlefty :
Any thoughts?
Yea..My thoughts this time around are you didn't answer the questions you were asked the first time you asked if anyone had any thoughts.
That might be a good place to start when asking for help.
Quote from mdmaddox:
"Have you run a tweak test and please post your modem signal levels."
Quotes from Rick:
"run a tweak test and post a link to your results.
»/tweaks
"What city/state are you in? I want to verify first with the blast thread at the top of this forum that 16Mb is there (and it's not just the 8Mb w/ powerboost.)"
Quote from comcastuser2724:
"If I had your MAC ID from your modem I can look at your modem on our diagnostic tool," |
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comcastuser2734
@comcast.net
| reply to mrlefty
My Speed Test |
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mdmaddox
Premium
join:2002-12-29
Federal Way, WA
| reply to mrlefty
As my rule of thumb, if the router is over 3 years old and still running OEM software then it's time for it to go! You can look here to see how good or bad some routers do when tested. »www.smallnetbuilder.com/componen···mid,189/ Your router is not on this chart. You can buy new, try new OEM firmware, or try some third party firmware!
This is something I and others have had to work threw!  |
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Rick
Premium,MVM
join:2001-02-06
Waterbury, CT
clubs:
1 edit | said by mdmaddox  :As my rule of thumb, if the router is over 3 years old and still running OEM software then it's time for it to go! You can look here to see how good or bad some routers do when tested. » www.smallnetbuilder.com/componen···mid,189/ Your router is not on this chart. You can buy new, try new OEM firmware, or try some third party firmware! This is something I and others have had to work threw! I think his router is on there. It's listed as the WHR-G54 (without the s).
It scored about a 56. Shouldn't be any problems with that.
Even if the S is a different version, it doesn't look like it would be causing an issue. Note that the linksys versions with the S still don't fall below the mid 30's..from the normal mid 50's ranking.
BTW..great chart.
It confirmed what I saw with my old netgear that I disconnected after getting comcast powerboost.
All I could get was about 6800k speeds and the chart has it listed as 7. |
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