Shadowdane
join:2000-11-02
Rockville, MD
3 edits | Problems upgrading to 8mbps tier
I called on Tues (2/12) afternoon around 2:00pm to bump up to the 8mbps tier. And at the end of the call the lady said wait about an hour then Power Cycle my modem. I was calling from work, so when I got home I power cycled the modem. Guess what still on 6mbps tier. After waiting on hold for 25-30 minutes, I decided to try the Online Chat. Was connected with someone immediately, which was very nice.
This online chat session lasted over an hour while she worked to try to find the problem. She thought she had found the problem that the information was updated in Billing, but they didn't provision the modem for 8mbps. So I told her go ahead and get the modem setup. After she finished up, she said go ahead and power-cycle the modem. I decided to leave it unplugged for about 15 minutes, then plugged it back in.
Hey guess what.. still 6Mbps! Argh!
At that point it was very late, so just decided to wait till Wednesday.
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Wednesday rolls around now again, insane hold times. So hung up and decided to do the online chat thing again. This guy "Harry", told me... Oh everything is setup and your accounts shows it should be running on the 8Mbps Tier.
Just unplug the modem, router and turn off your computer. Then plug the cable modem directly into your computer. Power on everything and it should download the new config. Then you can reconnect everything to your router.
I decided to humor him and did just this and well again.. still on 6Mbps. 
Alright another hour passes, I decide to call Tech Support this time. I tell her the story and she goes to check all my information. She comes back and tells me exactly what Harry said. Connect the modem to your computer, ect...... I told her I already did this. But I'll try it once more. Again I tell her no, its still pulling this config:
DHCP: ACK: Setting (*) CM TFTP Boot file: d11_m_sb5120_silver_c01.cm
But after that last power-cycling my modem, I'm getting MUCH faster speeds now. At first I got all excited, then I rechecked the log, still on Silver.
Seems to be just PowerBoost though, as speeds settle back down to 6mbps/384kbps after a little while. Only plus side is PowerBoost seems to be faster than it was before, use to max out at 12mbps/512kbps with PowerBoost.
Ok.. So at this point. I'm just getting really pissed off. Seriously how long can it take to get a line provisioned to 8mbps. I guess I'll try Power-Cycling it again tomorrow, but I don't have high hopes. So anyone know a direct-line to Tier 2 support or something. I'm really getting feed up with Tier 1 at this point. lol
Sorry for the long rant... Just had to vent some of my frustrations!! |
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Shadowdane
join:2000-11-02
Rockville, MD
| bleh--- still no 8mbps!
Comcast is no help here, they just keep telling me to power cycle my modem. That isn't working...
So anyone see anything in the logs here, that would indicate why its not pulling the correct config file?
2008-02-14 22:41:23 7-Information SNMP: Working in SNMP V1/2c Only NmAccess mode
2008-02-14 22:41:21 7-Information INITIALIZATION COMPLETE - MODEM IS OPERATIONAL
2008-02-14 22:41:21 7-Information B401.0 Authorized
2008-02-14 22:41:21 7-Information PROG: SW Download File name the same as currently run.
2008-02-14 22:41:21 7-Information SEC: Co-Signer CVC from configuration file was verified
2008-02-14 22:41:20 7-Information REGISTRATION COMPLETE - Waiting for Operational status
2008-02-14 22:41:20 7-Information REG: Capability type<16> incorrectly negotiated by CMTS
2008-02-14 22:41:20 7-Information Registration file - downloaded
2008-02-14 22:41:18 7-Information Trying to download Configuration file...
2008-02-14 22:41:18 7-Information Time of day - retrieved
1970-01-01 00:00:15 7-Information DHCP - parameters acquired
1970-01-01 00:00:15 7-Information DHCP: ACK: Setting (*) CM TFTP Boot file: d11_m_sb5120_silver_c01.cm
1970-01-01 00:00:15 7-Information DHCP: Setting CM IP address to: 73.xxx.xxx.xxx
1970-01-01 00:00:14 7-Information DHCP: Setting (*) CM Syslog Server address to: 0.0.0.0
1970-01-01 00:00:14 7-Information DHCP: Setting (*) CM Time Server address to: 68.87.73.11
1970-01-01 00:00:14 7-Information DHCP: Setting (*) CM Subnet mask to: 255.255.254.0
1970-01-01 00:00:14 7-Information DHCP: Setting (*) CM Gateway address to: 73.xxx.xxx.xxx
1970-01-01 00:00:14 7-Information DHCP: OFFER: Setting (*) CM TFTP Boot file: d11_m_sb5120_silver_c01.cm
1970-01-01 00:00:14 7-Information DHCP select: Setting (*) CM TFTP Server address to: 68.87.73.11
1970-01-01 00:00:14 7-Information DHCP: Offered (*) CM IP address to: 73.xxx.xxx.xxx |
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YesTypical
@comcast.net
| It shouldn't take but one or two minutes for them to send a new config file. After I called them and said I was on wrong tier, it took them all of 3 minutes to send the new file.
Something is up. There is nothing you can do until they send a new config file.
Have they tried to tell you that silver = 8 meg? They likely will at some point. |
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Shadowdane
join:2000-11-02
Rockville, MD
| yah i know it should only take a few minutes to do this. I've called twice & done the online chat twice. Repeatedly told them I'm not getting the correct config file for the 8mbps tier.
And I keep getting the same answer, everything looks good on our end. Just power cycle your modem. |
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ComcastTier2
join:2007-12-31
Ann Arbor, MI | Your fixed.
And in your market the 8meg is 16meg. |
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Shadowdane
join:2000-11-02
Rockville, MD
| thanks dude! 
yah noticed my modem reboot suddenly and then saw this:
DHCP: ACK: Setting (*) CM TFTP Boot file: d11_m_sb5120_speedtierextreme2_c01.cm
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