100/20 upload speed keeps getting cut by 50-75%

I previously started a thread reporting that upload bandwidth was reduced by at least 50%

http://forums.businesshelp.comcast.com/t5/Connectivity/100-20-Upload-speed-cut-in-half-sometime-even-worse/m-p/29328

Comcast reset the modem and the correct # of upload channels were restored. This lasted for 2-3 weeks. The bandwidth was cut in half again.

After experimenting, I've discovered that if I disconnect the modem for at least 10-15 seconds, when it reboots, it reacquires the correct number of upload channels. Unfortunately, this doesn't last more than 24-48 hours and I lose upload bandwidth again.

Since this process started, I attached a line monitor and noticed that on Thursdays and Fridays, the modem is sometimes unresponsive. After the unresponsive episode, the upload channels tend to drop down from 3 to 2.

Responses

VBSSP-RICH

Advocate

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1.4K Messages

8 years ago

Hello plantationsda and welcome,

If you have never seen upload speeds @ 20mbps, then I would contact 800-391-3000, use the highspeed internet technical option, then ask the technical agent to check your biller to make absolutely sure that the internet speed rate code is not 100/10 when it should be 100/20. Sometimes, when technical agents perform upgrades they inadvertently use the wrong rate code. I have reviewed all your posts regardinng this issue and consdiering you never posted any upload speed >10 mbps, I believe this is the root cause of your issue. If the technical agent does in fact corroborate this, I would have a discussion about some type of credit to your account.

Hope this helps you out.

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plantationsda

Contributor

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21 Messages

8 years ago

For years, we got 20mbps uploads. After a few weeks of trying to figure out why we couldn't upload our services in HD, I decided to check speedtest and noticed the rates were not what they were provisioned for. Comcast_Michael reset the modem and diags showed 3 upload channels and we got 20mbps up for a few weeks. Then it fell back down to 5-8mbps up. If I power cycle the modem, sometimes I can get 20mbps for a few hours but eventually, we drop down to two upload channels and 5-8mbps up.

Comcast_Michael recommended the next step in the process would be to swap out the modem. The tech came by Monday, analyzed the line and said it was fine. Unfortunately, he didn't have an SMC modem with him and we wanted to swap out to another SMC so nothing changed on the hardware front. At this point, I'm waiting on Comcast_Michael to see if a tech can be scheduled to come out and swap out SMC for SMC modem.

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