said by rnugent:Can you detail what the fix was? Maybe share your comcast contact? Seems lots of people in the Bay Area are having this problem so any detailed insight would be appriciated.
I can't disclose the root cause because even Comcast isn't 100% sure what the root cause was.
Comcast was able to confirm that what caused my problem was indeed maintenance being performed between 0300 and 0400 the day I posted my initial post. Cable modems in the area were all supposed to reboot, fetch configurations, then start working again -- but apparently mine did something different. I lost downstream bonding, and my speeds went down to 16mbit/1mbit. (I pay for the Ultra tier, and have a SB6120 as stated)
SteveTeow
was able to get everything back up and working, but it took a couple of days due to the nature of the problem. Apparently a whole series of engineers were trying to figure out why my SB6120 wouldn't pick up the proper configuration file for the Ultra tier despite numerous resets + etc... eventually they figured it out, and everything began working perfectly again. I was issued a credit too, since the problem was on the Comcast side.
What they had to do to fix the problem was complex -- a lot of different pieces of the system (CMTS, servers delegating config files, billing, and some accounting stuff) all had to be changed, by numerous groups. Comcast admitted that DOCSIS 3.0 stuff is fairly new for them, and that there are still little quirks and so on which they don't have the experience with yet to know how to solve quickly (unlike 1.1 and 2.0), so my scenario was a learning experience for them as much as it was for me.
But that's *my* experience -- your problem could be completely different, I really don't know for sure.
My recommendation is to get in touch with SteveTeow
and ask him for assistance. Steve is one of the most diligent and dedicated Comcast support people there is, and he's persistent about getting things fixed. Without him, who knows how much rigmarole I would have had to go through. We need more guys like him.