Connectivity
Connectivity and managing Your Comcast Business network
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Arcadiagroup
New Member

Actual speed drop of 100Mbps

We are experiencing significantly slower speeds on our business internet (100/20) over the past 24 hours.

The speedtest.comcast.net site says we are running at full speed.

However, 3 other speed test sites have our speed under 20Mbps.

Here is one such test from Ookla, which also powers the speedtest.comcast site.

How is this even possible, except if comcast is throttling this service?

I spoke with 2 different customer support reps that both told me the pronblem is in our network.

This is, of course, ridiculous. If the problem was in our network, the speedtest.comcast site would not show close to 120 down.

Again, I've run the speetest on multiple sites using multiple servers and all but the speedtest.comcast site show us at under 20Mbps.

Any thoughts?

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22 REPLIES 22
someguy813
Visitor

Re: Actual speed drop of 100Mbps

I have experienced the exact same thing over the past 24hrs as well as a friend of mine across town. I have no idea what is going on.

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someguy813
Visitor

Re: Actual speed drop of 100Mbps

FYI I'm in SE Denver.

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Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

I am on the southeast side of the Metro area as well.

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someguy813
Visitor

Re: Actual speed drop of 100Mbps

The fact that three of us in SE Denver are experiencing the exact same issue tells me that it is definitely a Comcast issue.

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someguy813
Visitor

Re: Actual speed drop of 100Mbps

I spoke with tech support and they gave me the usual nonsense. It's my modem or router and they have no network issues whatsoever. They insist that the speedtest results are not valid since the comcast speedtest is reporting normal speed. I told them that I am getting exactly 12meg download from my work server as well and they don't think that matters either. In short, nothing is wrong with our connection as far as they are concerned and they don't have any solution.

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Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

I have a tech coming out tomorrow morning. Hopefully the tech is more thorough than the useless telephone support. 

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djinn
Visitor

Re: Actual speed drop of 100Mbps

I am experiencing the same issue.  I called this morning and they said nothing on their end.  I am around the Inverness/Meridian Circle.

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Trusted Forum Contributor

Re: Actual speed drop of 100Mbps

If all of you guys are in the same general area you could be seeing some type of node issue. If I had to guess the node is likely overloaded and needs to be split. Normally it takes Comcast about a month to do this type of stuff, but around the holidays everyone does a maintenance freeze, so it could be longer.

 

For those who are having techs come out, make sure you get in contact with the supervisor. Those guys can check the actual  node load give you a direct answer.

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djinn
Visitor

Re: Actual speed drop of 100Mbps


@kraze wrote:

If all of you guys are in the same general area you could be seeing some type of node issue. If I had to guess the node is likely overloaded and needs to be split. Normally it takes Comcast about a month to do this type of stuff, but around the holidays everyone does a maintenance freeze, so it could be longer.

 

For those who are having techs come out, make sure you get in contact with the supervisor. Those guys can check the actual  node load give you a direct answer.


I just got done scheduling an appointment for Sunday.  I mentioned that there is a thread on the support forums talking about this.  I guess that didn't really phase the tech.  I'm wondering if some piece of equipment was replaced/upgraded and a config wasn't copied.  *sigh*  

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someguy813
Visitor

Re: Actual speed drop of 100Mbps

I declined to have a tech come out because I'm certain there is nothing wrong on my end. This most definitely smells of a comcast issue further down the pipe and it is likely a waste of time to have someone come out and plug in a new modem, connect to the comcast speedtest site, and tell me my speed is fine. This, of course, is just a guess on what your experience will be, given my past experiences with Comcast support I doubt it will be different. Good luck.

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djinn
Visitor

Re: Actual speed drop of 100Mbps


@someguy813 wrote:

I declined to have a tech come out because I'm certain there is nothing wrong on my end. This most definitely smells of a comcast issue further down the pipe and it is likely a waste of time to have someone come out and plug in a new modem, connect to the comcast speedtest site, and tell me my speed is fine. This, of course, is just a guess on what your experience will be, given my past experiences with Comcast support I doubt it will be different. Good luck.


But you or your business pays for the service/support.  For me I pay out of my pocket.  And if it means I sit here with a tech and take baby steps to resolve the issue I am ok with that.  And if it means getting Tier 3 or higher on the phone to resolve ok.  I will take the tech down the slippery slope of how poor bandwidth impacts my business and my day.  Going to a speedtest site on your domain doesn't prove me crap.  I might as well do a ping test to my loopback and say I have zero latency.

 

 We pay a lot of money for good service.  And with it being a business account,  our expectations should be high with a high SLA.

someguy813
Visitor

Re: Actual speed drop of 100Mbps

Day three of waiting to download files off the corporate server at exactly 12meg. I've talked to other coworkers and they are not experiencing any slowdown, so it isn't my corporate server, which is connected to fiber I might add. My download speed seems to be locked at 12meg because the speed is very consistent, it doesn't go up or down. Very odd.

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Highlighted
Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

Tech came out this morning. He stated that there is something wrong with the way Comcast is receiving data from the internet. The connection to comcast's servers is fine, but going outside of the comcast servers there is a connection issue. He said he has never seen anything like this and is going to escalate the ticket.

djinn
Visitor

Re: Actual speed drop of 100Mbps


@Arcadiagroup wrote:

Tech came out this morning. He stated that there is something wrong with the way Comcast is receiving data from the internet. The connection to comcast's servers is fine, but going outside of the comcast servers there is a connection issue. He said he has never seen anything like this and is going to escalate the ticket.


I figured it was something outside their circuits.  Which I tried explaining to the Phone Tech.  Thank you for the update Arcadiagroup.  My guess is they won't do anything until after the new year since we aren't technically down.

 

 

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Community Manager
Community Manager

Re: Actual speed drop of 100Mbps

Thank you Arcadiagroup you for updating the community with how the tech call went. Did the tech by chance give you that ticket number? 

Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

He did not

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Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

If they don't do anything until after the new year I will be extrememly disappointed.

I just signed up for comcast in November and was concerned about their service when I did.

This is what the sales guy emailed me when I asked him about the quality and service of comcast business.

"No Sir Tim, we still do have some of these minor problems on our residential side which is Xfinity, but with Comcast Business you would have priority one on our lines, and we guarantee the full speeds we offer 99.9% of the time, and any down time or systematic problems you would have with our service would be fixed immediately, and any loss the business takes would be credited to your account. I do want to apologies for assuming on your internet speed, I was only referring back to other cases I have dealt with."

So much for guaranteeing speeds 99.9% of the time.

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Arcadiagroup
New Member

Re: Actual speed drop of 100Mbps

 

The problem appears to have been resolved in the last few minutes.

Not sure what they did to correct it since no one contacted me, but we are now getting full speeds outside of the comcast servers.

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Community Manager
Community Manager

Re: Actual speed drop of 100Mbps

I found some info on this case. It looks like the current estimated time of repair is 12:38 PM today. If you're still having any issues after that time, power cycle your modem and run another speed test. If the test is still slow let us know and we can check for more updates. 

 

djinn
Visitor

Re: Actual speed drop of 100Mbps

I contacted support again and provided some information.  I was informed that a tech would be fixing this for the area.  So all should be good now if not soon.  

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someguy813
Visitor

Re: Actual speed drop of 100Mbps

My speed has returned. Thanks everyone for your diligence in this matter. It's a shame that the phone tech support is so worthless that it took three days for this to be resolved due to their ignorance and lack of caring about the matter. 

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djinn
Visitor

Re: Actual speed drop of 100Mbps


@someguy813 wrote:

My speed has returned. Thanks everyone for your diligence in this matter. It's a shame that the phone tech support is so worthless that it took three days for this to be resolved due to their ignorance and lack of caring about the matter. 


Just do what I did, overflow them with information and reports so they have to show someone that knows what you are talking about.  Smiley Happy

 

Just FYI, Tier 2 is keeping my case open CR543105406 for any further troubleshooting.  If you run into any problems, use that case number to report against.

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