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Pooper

join:2012-07-11
Tucson, AZ
reply to EG

Re: Comcast downgraded/slowed my connection down

Who is Comcast Steve and how do I find him? Also is there a way for me to confirm which config file I have on my modem? The status page doesn't appear to show any such information.

Thanks!



Chris 313
Come get some
Premium
join:2004-07-18
Houma, LA
kudos:1
Reviews:
·AT&T U-Verse
·Vonage
·Comcast
·Comcast Digital ..

said by Pooper:

Who is Comcast Steve and how do I find him? Also is there a way for me to confirm which config file I have on my modem? The status page doesn't appear to show any such information.

Thanks!

Go here: »Comcast Direct Post your problem, your account info, contact info, etc and watch for a reply. He'll get you fixed up. He can also tell you what config file you're supposed to have for what you pay for and get that fixed up as well.


baineschile
2600 ways to live
Premium
join:2008-05-10
Sterling Heights, MI
reply to Pooper

Final Thought: It doesnt appear to be config, and signal levels are OK. I would go to the direct forum.

Edit: yeah, Chris313's post wasnt there when I originally wrote this.



EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9

1 recommendation

reply to Pooper

said by Pooper:

Also is there a way for me to confirm which config file I have on my modem? The status page doesn't appear to show any such information.

Thanks!

When that modem first came out with an earlier version of firmware, the name of the config file used to show up among the error log entries. A newer version of firmware came along with which you had to reset the modem to factory defaults and then restart it and only then would it get displayed in the log. I believe that the latest version of firmware pushed to these modems by CC has it completely disabled now.


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:9
reply to baineschile

said by baineschile:

Final Thought: It doesnt appear to be config,

Why do you say that ?

Pooper

join:2012-07-11
Tucson, AZ

1 edit
reply to EG

Thanks for the info guys; I posted a message in the Comcast Direct forum as advised.

So basically before someone could actually know if they were configured to get the package they pay for; now you just have to take Comcast's word for it? Interesting — Apparently they've never heard the old adage "If you've got nothing to hide, then why hide it?". This just keeps getting better and better.



Chris 313
Come get some
Premium
join:2004-07-18
Houma, LA
kudos:1
Reviews:
·AT&T U-Verse
·Vonage
·Comcast
·Comcast Digital ..

Yeah, crazy ain't it? I suppose they do this so every joe friday can't go poking around in the settings. Great idea for the every day user, but sucks for techies who like to know everything. Even provided useful info on our end.

And remember, once you get your issues solved, Comcast is pretty good...when it works.

Be sure to come back and let us know how things go after you hear from Steve.



PeteC2
Got Mouse?
Premium,MVM
join:2002-01-20
Bristol, CT
kudos:6
Reviews:
·Comcast
reply to Mike Wolf

said by Mike Wolf:

It's possible its tier related if they put him on a slower basic tier like Economy.

Assuming that Pooper is telling it straight, he is paying for Blast tier, right? They don't punish customers by putting them on to a lower tier than they are paying for...if he was in the wrong tier, such as "Extreme 50", I could see them correcting that and knocking it down to Blast...but Economy...when he is paying for Blast? No, unless it was an error on Comcast's part, but that is not what was posted as an explanation.
--
Deeds, not words

travelguy

join:1999-09-03
Santa Fe, NM
reply to Pooper

FWIW - I recently signed up for BlastPlus which is supposed to be 20mpbs sustained. Initially I was seeing almost 60mpbs, decaying to 20mbps over about 30 seconds. About a week ago something changed. Now I see 30mpbs holding for a few minutes, then decaying to 20mbps.


Pooper

join:2012-07-11
Tucson, AZ
reply to Chris 313

It's dishonorable is what it is, and negates any type of trust I might have had with Comcast before this happened. It reminds me of when I went to get my oil and filter changed once, and instead they just topped of the oil and wiped off the filter. Sure there are many people that wouldn't notice, and maybe my Comcast issue is not intentional; three weeks with no resolution is not exactly reassuring though.

How long does it take for Comcast Steve to reply? Thanks again.



Chris 313
Come get some
Premium
join:2004-07-18
Houma, LA
kudos:1
Reviews:
·AT&T U-Verse
·Vonage
·Comcast
·Comcast Digital ..

Heh. I know. I've heard horror stories about Comcast and have had my own issues with them in the past. But the most recent ones were solved with Steve's quick help. And as for his reply, it depends on when you get him. It could be a few minutes, hours or even the next day. But he does respond. And as the rules say, don't bump your own post if no reply has appeared yet, it could delay response time.

And as for your problem lasting 3 weeks, I'd have said come here and post your issue sooner for a quicker resolution, but seeing your join date, I'd say that wasn't possible. How long did you lurk before you joined and posted your problem?


travelguy

join:1999-09-03
Santa Fe, NM
reply to Pooper

How is it dishonorable? Blast in most areas is 20-30mbps, with best effort to provide higher speed for a short period of time/smaller download.

You appear to have been receiving significantly more than you were paying for and are unhappy that Comcast finally realized it and made the appropriate changes.



Chris 313
Come get some
Premium
join:2004-07-18
Houma, LA
kudos:1
Reviews:
·AT&T U-Verse
·Vonage
·Comcast
·Comcast Digital ..

The issue is, sure, while he may have been receiving higher speeds for whatever reason, he can't get what he's paying for now. Any judgment or critique about the situation should be reserved until after he returns with what Comcast Steve says about his situation and fixes it.


Pooper

join:2012-07-11
Tucson, AZ
reply to Pooper

]Here I am over one month later and as I predicted my speed is even worse now.

These are my average speeds now:

3.56 Mb/s 0.33 Mb/s 8 ms

»speedtest.net/result/2109622494.png
»speedtest.net/result/2109619139.png
»speedtest.net/result/2109617493.png


Pooper

join:2012-07-11
Tucson, AZ
reply to Pooper

Here are the results using comcast's speedtest:

»stage.results.speedtest.comcast.···7282.png
»stage.results.speedtest.comcast.···7502.png
»stage.results.speedtest.comcast.···7112.png

I have to use my mobile phone's 3G connection for my primary internet connection now since my Comcast is slower. :-(



JigglyWiggly

join:2009-07-12
Pleasanton, CA

Gotta go slow
-comcast

Those speeds are probably faster than most mobile 3g. Now if you have verizon LTE unlimited, then hehe