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jaminus
join:2004-10-14
Arlington, VA | DOCSIS 3.0 is awesome--IF comcast will give you a modem DOCSIS 3.0 launched in Arlington, Virginia several weeks ago, but my experience upgrading to 22/5 suggests Comcast has dropped the ball in informing its technicians and service representatives that the new service tier requires a DOCSIS 3.0 modem--the SB6120, I believe, is the only such modem Comcast currently offers.
Comcast already sent a clueless tech out to my place to upgrade my speed, but they failed to actually give the tech a DOCSIS 3 modem. And my local Comcast office has no idea about the SB6120. I've called Comcast several times and they have no ability to verify they're even capable of getting a DOCSIS 3.0 modem to me. | |
|  | | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem When I got mine about two months ago, it took a web order, a phone order, a sales-center visit, three tech visits, and finally a plea to Frank Eliason at we_can_help@cable.comcast.com before I got anyone who had even heard of DOCSIS 3.0 modems in the Twin Cities. Thankfully Frank sorted it out very quickly, on a Sunday no less, and I had the right modem in hand (SA DPC2505) after about 2 hours. | |
| | fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem said by anon78934 :
When I got mine about two months ago, it took a web order, a phone order, a sales-center visit, three tech visits, and finally a plea to Frank Eliason at we_can_help@cable.comcast.com before I got anyone who had even heard of DOCSIS 3.0 modems in the Twin Cities. Thankfully Frank sorted it out very quickly, on a Sunday no less, and I had the right modem in hand (SA DPC2505) after about 2 hours.
Dude, sorry to tell you this, but your story holds as much water as a bucket with a 1" hole on the bottom. You're hard core pressed to find a single tech in this city that isn't aware of DOCSIS 3.0 service here as well as service center staff.
The roll out here was a big deal as it was the first system to see it. It was all over the news, there were training meetings in each operations centers.. etc.
Getting a contractor that isn't away of 3.0? Sure.. possibility, but I absolutely, no matter what you claim, went through the chain you did and found no one in this city that knew was 3.0 was... and, so you know, they don't sell it by "DOCSIS 3.0".. they sell it by speed tier. | |
| | | | | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem Dude, sorry to tell you this, but your story holds as much water as a bucket with a 1" hole on the bottom. You're hard core pressed to find a single tech in this city that isn't aware of DOCSIS 3.0 service here as well as service center staff.
The roll out here was a big deal as it was the first system to see it. It was all over the news, there were training meetings in each operations centers.. etc.
Getting a contractor that isn't away of 3.0? Sure.. possibility, but I absolutely, no matter what you claim, went through the chain you did and found no one in this city that knew was 3.0 was... and, so you know, they don't sell it by "DOCSIS 3.0".. they sell it by speed tier.
I'm not sure what to tell you. I have no reason to lie about this as I've been very pleased with the service since I got it.
Specifically, after placing a web order I was sent into a live chat with a tech who, after my asking, was able to confirm that I should get sent a DOCSIS 3.0 modem from the mailing center and that I could do a self install. After receiving in the mail an old Ambit modem, I called St. Paul tech support and yes, they had heard of the new speed tiers, but told me I needed to come into a payment center to get the right type of modem.
I took the morning off and went into the main St. Paul Comcast HQ and explained why I was there and what I needed. The people at the front desk seemed vaguely aware of the new service, though I'm not 100% sure because when I saw the contractor's installation invoice (more on that below) all it said was "customer needs faster modem."
So, I scheduled a first tech visit for a couple days later. It was a contracted technician (not in-house) and he came in and started hooking up an RCA modem. I tried to explain to him that I need a new type of modem for a new speed tier called the "ultra tier" or the "22/5" tier, but I saw absolutely no recognition on his face that he had ever heard of it. He called his supervisor and the supervisor had never heard of it, but he promised they'd send an in-house tech out the next day and they were sure it would get taken care of.
Two tech visits later, none of them actually in-house techs, and with one who barely spoke English, but who told me that "this modem goes to 100", I was fed up and had to use Frank's help to get in touch with someone who knew what I needed and could actually get the thing in my hands. Within two hours of contacting Frank, I had the right modem installed and apologies from about three different Comcast reps who called to make sure I was up and running okay.
So, in sum, yes, some Comcast employees had heard of it, but no one that could actually put a modem in my hand had. As far as referring to it as "DOCSIS 3.0", I used that term on here because everyone would know what I was talking about. At every point in my saga did I make sure to refer to it as the "Ultra" tier, the "22 Megs down, 5 Megs up tier" and yes, the "DOCSIS 3.0 HSI service". The techs in phone support knew what I needed, but none of the field techs, their supervisors, or even two calls in to dispatch by the techs themselves could affirm that there was such a thing as "Ultra". I tried to explain that it was like the "Extreme" or "50 Meg" tier, but... I guess you just had to be there to see that it was an exercise in futility.
So, this was in November and maybe everyone's been trained properly since then, but I was simply relating to the poster above me that I had similar difficulties. | |
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| | Did they really? I'm in Crystal City (Arlington), and haven't had any speed increase. I have reset my cable modem at least once last week due to an unrelated issue. | |
|  ComcastStevePremium,VIP
join:2009-01-06
Philadelphia, PA
kudos:119 | I apologize for the inconvenience you are experiencing with your internet services. I do work for Comcast and I will be more than happy to assist you with your issue. Can you reply via PM (ComcastSteve) or email below so I can troubleshoot your issue further? We need to take this matter on privately.
Thank you,
Steve Teow
steve_teow2@cable.comcast.com | |
| | jaminus
join:2004-10-14
Arlington, VA | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem My issues have been resolved. Turns out that you DO NOT need a DOCSIS 3.0 modem to get Ultra 22/5 tier provisioning. A DOCSIS 2.0 modem will work just fine. | |
|
 CleanGenePremium,MVM
join:2008-04-09
Manassas, VA
2 edits | said by jaminus:DOCSIS 3.0 launched in Arlington, Virginia several weeks ago, but my experience upgrading to 22/5 suggests Comcast has dropped the ball in informing its technicians and service representatives that the new service tier requires a DOCSIS 3.0 modem--the SB6120, I believe, is the only such modem Comcast currently offers. I do not believe this is correct - DOCSIS 3 has not been deployed anywhere in Virginia that I know of, including Arlington, which would tend to explain why you are having difficulty ordering it. I have not seen any more definitive rollout dates for NoVA than "2009", but more news will likely be available as a launch date is finalized and draws near.
Sorry for the miscommunication, but there is still a bit of a wait for this area AFAIK  | |
| | jaminus
join:2004-10-14
Arlington, VA | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem I can't speak for DOCSIS 3.0, but I am most certainly on the 22/5 tier and my modem is provisioned correctly.
I'm in Arlington, VA. | |
| | | CleanGenePremium,MVM
join:2008-04-09
Manassas, VA | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem said by jaminus:I can't speak for DOCSIS 3.0, but I am most certainly on the 22/5 tier and my modem is provisioned correctly. I'm in Arlington, VA. Unfortunately this is not possible. I was able to confirm that the 22/5 tier is not yet available in Arlington at this time. It is also not possible to provision a DOCSIS 2.0 modem for the 22/5 tier - the back-end systems simply won't properly provision an older DOCSIS 2.0 modem for that tier, and so the only way to receive that speed is to have a DOCSIS 3.0-compliant modem installed.
I do apologize, but it seems that you have been provided with some inaccurate information regarding current availability for that product, as well as what you are currently subscribed to. I would be happy to help you sort out what we do and don't have there, and what you currently have for service at the moment. Please feel free to PM me and I will assist you further if you would like. | |
| | | | jaminus
join:2004-10-14
Arlington, VA
1 edit | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem CleanGene, you must be out of the loop. Your Comcast colleague, Steve Toew (who was very helpful, by the way) has verified that I am indeed on the 22/5 tier in Arlington VA.
I have performed an hour-long sustained download with an average throughput of 2833 KB/s. That is much higher than my former average throughput of 2026 KB/s when I was on the 16/2 tier.
I know you probably still don't believe me, so here's a verbatim copy of the message to me from Steve:
Thank you for being patience and let me work your issue. Let just start off with some good news. I’ve re-provisioned your modem and it is now getting the correct speed that you pay for 22/5.
Bootfile
d11_c_wcg200v2_ultra_c01.cm
Maximum Upstream Bandwidth 5500 kbps (not 100% guaranteed all the time)
Maximum Downstream Bandwidth 24200 kbps (not 100% guaranteed all the time)
Try running some speed tests and see if there’s any improvement on both down/up speed.
The modem you have currently can easily achieve the speed. There is no need for a Docsis 3.0 modem. Only if you are getting the $139.95 "Extreme 50" 50Mbps/10Mbps, a Docsis 3.0 modem is required.
Steve Teow | |
| | | | | CleanGenePremium,MVM
join:2008-04-09
Manassas, VA | Re: DOCSIS 3.0 is awesome--IF comcast will give you a modem That would be interesting indeed - if you can, I would rather like to verify this. Is it possible for you to PM me your account number or HFC MAC address? While it is possible I am wrong, I would tend to doubt it for a number of reasons. I am certainly willing to be corrected, though  | |
| | | | | | | you are technically correct... BUT WAIT...
It's NOT just speed.. but error handling & packet optimization.. so technically having a Docsis 3.0 modem for a 16mbps download speed service is going to give you better overall throughput then using a docsis 2.0 modem for the same service. obviously it's NOT cost effective to do this for comcast.. so the best thing is sign up for the 50mbps then downgrade to 22mbps.
so in your case, I would get the Docsis 3.x device if at all possible.. with my 50mbps service I am seeing speeds around 68mbps and last night clocked 120mbps download from a comcast test server
here are the offical speeds of docsis
Docsis 2.0 support
42.88(38)Mbit/s downstream & 30.72(27)Mbit/s up
Docsis 3.0
(4channel) 171.52(152)Mbit/s down & 30.72 (27)Mbit/s up
(8channel) 343.04(304)Mbit/s down & 122.88(108)Mbit/s up | |
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