Terrible speeds 1.74 Mbps down / 2.67 Mbps up (paying 25/10)

Modem is Surfboard SB141, 8 downstream channels, 2 upstream channels. Upstream power: Power Level 42 dBmV 43 dBmV Downstream power: 0 dBmV 0 dBmV -2 dBmV -3 dBmV -3 dBmV -3 dBmV -2 dBmV -3 dBmV SNR: Signal to Noise Ratio 38 dB 38 dB 37 dB 38 dB 38 dB 38 dB 38 dB 38 dB Speeds are terrible. Direct ethernet connection to firewall, no services enabled, I can see the firewall is only getting 2 down/3 up on the WAN interface. I can test directly connected to modem if need be but the speeds never improve. Last 30 days log shows never above 3 megs down, ever.

Responses

Accepted Solution

VBSSP-RICH

Advocate

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1.4K Messages

9 years ago

Hello johndball and welcome, Your signaling seems to have reasonable levels, so call 800-391-3000, use the high speed internet technical option, then have the technical agent make sure your boot file has the correct speed. I would also recommend that you run a speedtest.comcast.net and have that info ready for the technical agent. Hope this helps you out.

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train_wreck

Gold Problem solver

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610 Messages

9 years ago

To add to Rich's comment, one of our forum members has created a great troubleshooting guide located here:

http://forums.businesshelp.comcast.com/t5/Connectivity/Connection-Troubleshooting-Tips/td-p/25861/jump-to/first-unread-message

It is a reference for optimal signals. As it notes, there are upstream SNR and ICFR levels that are not available to the customer. When you call support, maybe mention these levels. Representatives will have a way to read them & confirm they are in spec.

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johndball

New problem solver

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8 Messages

9 years ago

Hitting 27 Mbps down / 11 Mbps up now.

Austin (spelling?) from Comcast Business Support was super helpful. She walked through an entire suite of steps after I provided her some extensive troubleshooting and tehnical information. Turned out to be a misconfigured NIC.

Thanks for pointing me in the right direction folks.

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