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ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo
reply to rody_44

Re: Does Comcast throttle?

said by rody_44:

Its not going to be congestion. If the phone tree doesnt respond to your number just keep pushing 0 multiple times. Sounds like a account issue.

I think you're right. Here is my online account page, it says I have a DOCSIS 2 modem. Even the account rep on the phone blamed my DOCSIS 2 modem. I said, "I know that's what the account says, but believe me, I have an SB6120 and it says Docsis 3.0 right on the front." I even verified the MAC with her and she's like....."herp derp DOCSIS 2...bla bla bla." So that was no help at all.




I'm going to try posting in the Comcast Direct forum. I think the slow speeds are related to the incorrect type of modem appearing in the account.


Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:10

1 edit
I can't imagine that the SB5100 showing on your devices page would have much to do with your issue since it would not share the same config files as an SB6120. I still have a TM602G showing on my devices page which I haven't had for a couple years now.

An account issue as example would be sending the wrong config file to your SB6120. With the speed test you posted, it could be Performance Starter which is 6/1.


Wayne99021
Premium
join:2004-12-28
Mead, WA
kudos:1
reply to ssavoy
That same thing happened to my Granddaughter and calling a CSR did no good at all.
The way she finally got it resolved was by taking a screen shot of what Comcast showed in their records, serial number, mac address and all.
She then took a picture of her SB6121 and took that along with her reciept for the 6121 which had the mac address etc. to the local Comcast office with her ID and a Comcast bill to prove it was really her.
Told the person there what was going on and they did something in their records and told her to call support when she got home and have them provision the modem.
She said that only took about 10 minutes, now all is well.
May not work that way everywhere, but something to think about.

ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo
reply to Johkal
said by Johkal:

An account issue as example would be sending the wrong config file to your SB6120. With the speed test you posted, it could be Performance Starter which is 6/1.

When I do a speedtest, it quickly starts at 20mbps and then rapidly drops to ~8mbps regardless of device. Typically with a speed set by a config file it wouldn't do that. Also my modem does not show a new config file being downloaded in the logs.

Also, I've only ever had this one DOCSIS 3 modem. I never had another modem with them before, and this one is owned by me. I'm not renting it, so I have no idea why this old model would be showing up at all.


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Can you run the shaper probe test (run it a couple times to find an average)
»netinfer.com/diffprobe/shaperprobe.html
I suspect they have you on the wrong tier.

ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo
I actually ran that last night and got a shaping rate of around ~7600kbps.


DiffProbe release. January 2012.
Shaper Detection Module.

Connected to server 203.5.76.164.

Estimating capacity:
Upstream: 1298 Kbps.
Downstream: 8005 Kbps.

The measurement will last for about 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: No shaper detected.
Median received rate: 1269 Kbps.

Downstream: No shaper detected.
Median received rate: 7765 Kbps.

For more information, visit: »www.cc.gatech.edu/~partha/diffprobe


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:16
No shaping or throttling. Looks like you might be on an 8/1 tier. The 20 mbps burst sounds like PowerBoost, which only works for a few seconds
--
Start with what you can do, solutions will follow...

ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo
I thought they got rid of PowerBoost a few months ago. Calling them in such a pain. Last night their system definitely broke around 12:30am eastern - it couldn't pull up my billing info on the online account. This morning I called and their system put me on hold for 5 minutes before telling me to hang up and call again. Then finally I got through to someone on the 3rd try who just blamed my non-existent DOCSIS 2 modem and wanted to send a tech out. When I called a few months ago they fixed it in 10 minutes.

Maybe the 4th time will work.


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
PB is gone one the Upstream, still exists downstream, but becomes fairly unimportant on higher tiers, as new speeds are offered.


EG
The wings of love
Premium
join:2006-11-18
Union, NJ
kudos:10
FWIW, I no longer have PB here on either since they made the Blast tier 50 Mbps down.


Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:10

1 recommendation

reply to ssavoy
Any way, what ever modem shows up on your devices page, it is irrelevant to your issue. You need to verify your provisioning.

ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo
said by Johkal:

Any way, what ever modem shows up on your devices page, it is irrelevant to your issue. You need to verify your provisioning.

Thanks. I called them again. They immediately blamed my non-existent DOCSIS 2 modem, so I had to explain all over that I actually had a DOCSIS 3 modem, so I had to tell them the serial number and MAC Address again. Although 5 minutes later, the rep said, "It may be because you have an SB5100 DOCSIS 2 modem".

I asked for a roll-and-reprovision but he seemed hesitant and just scheduled a technician visit for Tuesday, which I know is not truly necessary, but I just let them do it this time. They were nice enough to try and upsell me on their Total Protection for $3.95/month, though.

In reality they don't do anything but tell me to reboot my modem.

Is it worth a 5th call to avoid a tech visit? Is there some escalation line I can call? I remember getting a guy from Pennsylvania that spoke perfect English once. That was nice.


Johkal
Cool Cat
Premium,MVM
join:2002-11-13
Happy Valley
kudos:10
I would post in the Direct forum & point them to this topic: »Comcast Direct


NetFixer
Freedom is NOT Free
Premium
join:2004-06-24
The Boro
Reviews:
·Cingular Wireless
·Comcast Business..
·Vonage
reply to tshirt
said by tshirt:

PB is gone one the Upstream, still exists downstream...

Really? I guess someone forgot to tell my modem.






DiffProbe release. January 2012. Build 1008.
Shaper Detection Module.

Connected to server 80.239.168.202.

Estimating capacity:
Upstream: 7797 Kbps.
Downstream: 20533 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: Burst size: 4762-4930 KB;
Shaping rate: 3192 Kbps.

Downstream: Burst size: 10048-10214 KB;
Shaping rate: 17024 Kbps.




FWIW, ShaperProbe pretty much has it pegged; I am on the 16/3 speed tier.

--
A well-regulated militia, being necessary to the security of a free State, the right of the people to keep and bear arms shall not be infringed.

When governments fear people, there is liberty. When the people fear the government, there is tyranny.


tshirt
Premium,MVM
join:2004-07-11
Snohomish, WA
kudos:5
Reviews:
·Comcast
said by NetFixer:

Really? I guess someone forgot to tell my modem.

I guess I should add
Your mileage WILL vary as no two franchises are the same.

ssavoy
Premium
join:2007-08-16
Dallas, PA
Reviews:
·Anveo

1 edit
Okay so the problem seems to have resolved itself but not without another question.

My modem randomly rebooted at midnight and attempted to download the d11_m_sb5100_silver_c01.cm configuration file, then immediately afterwards in the log it says "SW upgrade Failed after download - Incompatible SW file".
EDIT: I just noticed it is downloading the sb5100 firmware on my SB6120. No wonder why it's failing...
EDIT 2: I noticed I have lost IPv6 connectivity. It's IPv4 only now.
However, my speeds have returned to normal.




I have a tech visit still scheduled. Should I cancel it? I can probably postpone it until Thursday afternoon just to make sure it holds up.