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HD Boy2
@comcast.net

HD Boy2

Anon

Comcast Direct support removed support post, won't respond

NOTE: Comcast Direct removed this post from their BB Reports support forum and won't respond to questions raised about what appears to be widespread, slow Internet speed problems.

[Connectivity] Comcast Sacramento sells, can't deliver 25Mbps &q

We've been a Comcast Internet "Blast" subscriber since it went live in Elk Grove, CA in July, 2011. Initially (during the discount period for new customers), independent speed test results from testmy.net verified that we were receiving the provisioned 25Mbps/5Mbps DOCIS 3.0 service. Often, the download speeds even surpassed 30Mbps. A month or so later, the provisioning inadvertently was turned off, and the sales department had to help us get it turned back on. At that time, we learned that Comcast Sacramento techs didn't even know that a faster 25Mbps "Blast" service had even been launched, and so they only provisioned us for 20Mbps service. We later had to call back yet again to get it raised to 25Mbps.

For a short period in August and September, we again received the faster service, although the actual connection speeds did fluctuate throughout each day (which we expect with shared cable services).

However, connection speeds gradually have slowed again, and for the past four months) we seldom surpass 8Mbps download speeds, although upload speeds have remained more consistent -- at about 3-4Mbps.

Comcast Sacramento techs have tested the connections on our property and upstream "central offices" and swapped the modems twice now.

Comcast's speakeasy.net web site reports we receive 25Mbps service, but this is a flash-based test, which are notoriously unreliable because it really only measures the provisioned service, not the service speeds actually delivered. This of course, leads to wildly inaccurate speed test results. Also, the independent testmy.net Web site, which I use for testing, allows the selection of larger file sizes (up to 50MB) for download tests, which effectively sidesteps the "Comcast PowerBoost" service, which only speeds the delivery of small Web page files for the first minute or so of each data transfer, but nothing else. Finally, calculating delivery times for my own manual tests (uploading and downloading large 50MB files) verifies that Comcast is not delivering the advertised 25Mbps service.

Comcast cannot explain why we initially received 25-30Mbps test results form the independent testmy.net Web site, and will not admit that Comcast Sacramento appears to have gradually throttled our "Blast" service. In fact, the field techs officially deny that Comcast throttles any customer. Also, we have not received any warning that we've exceeded bandwidth caps.

We don't feel we are receiving the level of service for which we're paying and that Comcast is falsely advertising 25Mbps service. Can anyone at Comcast help? If not, we'll have to report the false advertising to the California Attorney General and switch to Surewest Internet, which offers competitive service in our neighborhood. We already abandoned Comcast HDTV for DirecTV for your inability provide competitive HDTV services and the advertised picture quality. I would hate to give up on Comcast Internet, but am prepared to do this if necessary.

WoofieInPC
Premium Member
join:2009-04-04
Panama City, FL

WoofieInPC

Premium Member

Not sure why they would remove it, since no one but the poster can read it in the Direct forums.

Sunny
Runs from Clowns

join:2001-08-19

1 edit

Sunny to HD Boy2

to HD Boy2
said by HD Boy2 :

NOTE: Comcast Direct removed this post from their BB Reports support forum and won't respond to questions raised about what appears to be widespread, slow Internet speed problems.

Please keep your issues in one thread. This one ---> »Comcast removed post, refuses to answer speed questions

Your claim about post deletion in the direct forum is pointless without verifying data. The only way to verify your claim would be to log in to the BBR account you claim to have and send me an instant message. I can, at that point, either verify or disprove the claim.

In any case, your public complaints about moderation on this site need to stop. The only way to resolve issues with moderation are spelled out in the site posting rules.

»Site FAQ »What are the Rules on Posting?