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mzaur
Member
2014-Oct-13 12:15 pm
[Connectivity] How do I get Comcast to fix congestion in my area? NashvilleHi,
I had Comcast in NJ with no issues, but I recently moved to Nashville (Hillsboro Village area). I get my max speed during the day or late at night, but during peak hours (8-11pm) my speed will drop. It will go from 50mbit down to 5-8mbit. I've had multiple tech visits with no luck. They found nothing wrong with the modem or connection, but the latest they come is 6-7pm which is too late to see the issue. My apt building is fairly new so a full-rewire wasn't done, but the re-wire contractor replaced some wires in my apt but said the issue has to be congestion. I also found someone else in the building next to mine who also has comcast, and I ran a speedtest there in the evening with the same results.
I was texting one of the techs who said he would pass on to his supervisor and confirm whether or not there is congestion, but that was over a month ago and then he stopped responding to my texts. It's been 2 months now since I moved here and I'm not sure what to do to get this fixed. Does anyone know how to get Comcast to fix the congestion? Is there anything more I can do? |
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cHarley join:2013-07-10 Boynton Beach, FL |
cHarley
Member
2014-Oct-13 12:24 pm
[Connectivity] Re: How do I get Comcast to fix congestion in my area? NashvilleWhat modem/gateway are you using? |
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mzaur
Member
2014-Oct-13 12:28 pm
I'm using Zoom 5341J modem. I had a tech check my levels and they are normal. |
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train_wreckslow this bird down join:2013-10-04 Antioch, TN Cisco ASA 5506 Cisco DPC3939
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to mzaur
said by mzaur:Does anyone know how to get Comcast to fix the congestion? pray i am in the Percy Priest/Antioch area, and i experience the same kind of congestion issues. Moving from a 4x4 rental modem to your same 5341J helped, but i still see speed drops during primetime hours. I was told by a tech that in my area, i am connected to a "sub" head end that is older, and would need upgrading before this kind of issue would be resolved. i suppose these kind of plant upgrades are done at the last possible minute EDIT MAYBE look into the 16x4 SB6183, if it really is a channel congestion issue. |
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EGThe wings of love Premium Member join:2006-11-18 Union, NJ |
EG to mzaur
Premium Member
2014-Oct-13 3:09 pm
to mzaur
And hope that your local system actually yet offers 16 downstream channels ! |
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said by train_wreck:said by mzaur:Does anyone know how to get Comcast to fix the congestion? pray : EDIT MAYBE look into the 16x4 SB6183, if it really is a channel congestion issue. said by EG:And hope that your local system actually yet offers 16 downstream channels ! Sounds like we need a new sticked thread at the top of this forum for people to post evidence of having more than 8 downstream channels available in their area. This would let people know if purchasing a 16x4 or better DOCSIS device (like the new SB6183 modem) right now would give them any advantage (besides just being "future-proof"). Maybe the subject could be: "Evidence of more than 8 Downstream Channels - Post Here" |
actions · 2014-Oct-13 3:24 pm · (locked) |
EGThe wings of love Premium Member join:2006-11-18 Union, NJ |
EG
Premium Member
2014-Oct-13 3:26 pm
Good idea ! Perhaps ask Sortofageek. |
actions · 2014-Oct-13 3:26 pm · (locked) |
NetFixerFrom My Cold Dead Hands Premium Member join:2004-06-24 The Boro Netgear CM500 Pace 5268AC TRENDnet TEW-829DRU
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to telcodad
[Connectivity] Evidence of more than 8 Downstream Channels - Post Heresaid by telcodad:Sounds like we need a new sticked thread at the top of this forum for people to post evidence of having more than 8 downstream channels available in their area.
This would let people know if purchasing a 16x4 or better DOCSIS device (like the new SB6183 modem) right now would give them any advantage (besides just being "future-proof").
Maybe the subject could be: "Evidence of more than 8 Downstream Channels - Post Here" Good idea -- here is the first post for your new thread. A bit over a month ago my CMTS went down for about an hour, and when it came back on-line there was a major shift in the frequencies assigned to the down stream channels. At that time, I did not see any channels above 8 (but the clues were there because of the new lower frequencies I saw). After a recent local power outage (on my end, not at the CMTS) I now see a channel 13 in my downstream channel list:
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actions · 2014-Oct-13 3:59 pm · (locked) |
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to EG
[Connectivity] Re: How do I get Comcast to fix congestion in my area? Nashvillesaid by EG:And hope that your local system actually yet offers 16 downstream channels ! Well besides NetFixer 's post for Murfreesboro, TN, just from what's been posted in the SB6183 thread (» [Equip] sb6183) so far, here's a few other areas that have more than 8 DS channels: Sacramento, CA » Re: [Equip] sb6183Castle Rock, CO » Re: [Equip] sb6183Parker, CO » Re: [Equip] sb6183Wilmette, IL » Re: [Equip] sb6183Antioch, TN » Re: [Equip] sb6183Mead, WA » Re: [Equip] sb6183 |
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train_wreckslow this bird down join:2013-10-04 Antioch, TN Cisco ASA 5506 Cisco DPC3939
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[Connectivity] Re: [Connectivity] Re: How do I get Comcast to fix congestion in my area? Nashvilactually per my link there, i logged in today to the modem (DPC3939B) and saw that it's got 16 now. (edited config page for clarity.) |
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Kasoah join:2013-08-20 Merced, CA |
to mzaur
[Connectivity] Re: [Connectivity] How do I get Comcast to fix congestion in my area? NashvilleI'm in a similar situation. » [Rant] Can I get a refund or somethingThe only thing you can do is keep complaining and hope they do something about it. It's really hard to make them do anything though. Getting a 16 channel modem probably won't help you that much if all the channels are already bogged down. |
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mzaur
Member
2014-Oct-14 9:14 am
Thank you. I read your thread and it seems we're in the same boat. Kind of depressing. |
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bradyrYCCD - Network Operations Premium Member join:2008-10-27 Sonora, CA (Software) pfSense Netgear CM1200 Ubiquiti UAP-AC-HD
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bradyr
Premium Member
2014-Oct-14 9:33 am
see if you can get an email/contact info for your regional supervisor.
explain the issue, while being tactful.
that was the key when i went through the same issue. I was persistent but tactful, never came off as an asshole -- just a frustrated subscriber with a background in networking and IT who knew the issue was not "on my end".
turns out i was able to establish a decent relationship with a local maintenance tech who was willing to ask tier 3 / head end crew on my behalf and discovered that my congestion was at the downstream port at the CMTS -- 6 nodes combined on a single downstream port, solution was to de-combine the nodes and problem solved overnight.
with that sort of congestion, my symptoms were downstream speeds tank during prime-time hours, upstream speeds remain unaffected, no packet loss and no increased latency. it was the CMTS kicking in on a +98% capacity downstream port and basically "throttling" (for lack of a better term) back 6 nodes worth of subscribers. |
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mzaur
Member
2014-Oct-15 11:51 am
Thanks, I'll give that a try. Not sure how I can get contact info of regional supervisor. Can I call tech support and keep asking them to escalate?
I could try what you did and schedule another tech visit and talk to him about escalating it. |
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jlivingood Premium Member join:2007-10-28 Philadelphia, PA |
to train_wreck
[Connectivity] Re: [Connectivity] Re: How do I get Comcast to fix congestion in my area? Nashvilsaid by train_wreck:actually per my link there, i logged in today to the modem (DPC3939B) and saw that it's got 16 now. (edited config page for clarity.) Likely a new CCAP chassis like » www.arrisi.com/products/ ··· p?id=677 |
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jlivingood 1 edit |
to mzaur
[Connectivity] Re: [Connectivity] How do I get Comcast to fix congestion in my area? NashvilleCan you post some speed tests?
AND, check your PMs. |
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your moderator at work
hidden : Friendly delete
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bradyrYCCD - Network Operations Premium Member join:2008-10-27 Sonora, CA |
to mzaur
[Connectivity] Re: [Connectivity] How do I get Comcast to fix congestion in my area? Nashvillethe nearest physical comcast office/dispatch center, or any technician should have that info. it's like asking to speak to the manager, please... |
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to jlivingood
Sure. These are from a few weeks ago around 9pm » stage.results.speedtest. ··· 3304.png» stage.results.speedtest. ··· 4684.pngIf I take a speedtest outside of peak hours, I'll get 50/10 |
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bradyrYCCD - Network Operations Premium Member join:2008-10-27 Sonora, CA |
bradyr
Premium Member
2014-Oct-15 2:44 pm
Re: [Connectivity] Re: [Connectivity] How do I get Comcast to fix congestion in my area? Nashvili bet it's a congestion issue at the CMTS |
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mzaur
Member
2014-Oct-16 1:48 pm
Re: [Connectivity] How do I get Comcast to fix congestion in my area? NashvilleUpdate: a tech came today and found nothing wrong. He made some phone calls and confirmed with his supervisor that there is a capacity issue in my area. They are looking into it and he said hopefully within a week it'll be fixed. Really hope it does get fixed but we'll see! |
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Jim721 join:2014-07-31 Belleville, MI |
to mzaur
Don't hold your breath. |
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mzaur
Member
2014-Oct-22 10:10 pm
Yep. It's been a week since I was told that they'll fix it but so far nothing. And the issue is getting worse. » www.speedtest.net/my-res ··· 52627096 |
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