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After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

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ScottKinSF
Visitor

After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

I was told by Comcast that my modem *had* to be changed, so this morning a tech arrived and swapped out my modem. Once we confirmed that the modem was properly provisioned and working, he left. I later checked my connection speeds and determined that my 50 Mbps download rate had been reduced to less than 25 Mbps. I called Comcast to report the speed issue so a second tech was dispatched to my location. He also replaced the new modem with yet another new modem. With that modem doing the routing, we determined that my connection speeds are as they should be, 50 Mbps down and 10 Mbps up. However, I have a static block of 5 IPs, so the last thing he did was call in a request to provision the new modem for bridged mode with my static IPs. With that change I am back to less than 25 Mbps download speeds. I would like to get my old modem back, as it was able to provide 50 Mbps down in bridged mode.

 

Any ideas how I can achieve the speed I contracted for?

 

Not a happy customer!

Accepted Solution

Re: After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

A tech was again dispatched to my location this morning. I described the problems I had experienced since my modem was replaced yesterday. He then connected a laptop directly to the LAN port of the new modem and, after a bit of fiddling with windows network settings to configure it for my block of static IPs, determined that with this setup, the download speed is repeatably measured to be greater than 50 Mbps, and upload is greater than 10 Mbps. When we reconnected my router to the modem and checked speed, down was less than 25 Mbps, up less than 10 Mbps. I then replaced the patch cable I had been using with a manufactured Cat6 cable and repeated the speed test with the same, disappointing results. The NIC on my router indicated it was linked at 1000Mbps. I repeated the test with a known good gigabit network switch between the modem and my router -- same results. I finally rebooted my router and lo and behold, link was still indicated as 1000Mbps, but my speed test results now duplicate those seen with the Comcast tech's computer directly connected to the modem.

 

I will say that Comcast has been very responsive and professional in its handling of this issue -- thank you very much!

View solution in context
Official Employee

Re: After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

Thanks for visiting our Comcast Business Support page, ScottKinSF. I can understand why you're unhappy and I can help turn that around! Please, send me a private message with your full name and phone number. I can help you get the speeds you pay for with the Static IP's.

Highlighted
ScottKinSF
Visitor

Re: After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

A tech was again dispatched to my location this morning. I described the problems I had experienced since my modem was replaced yesterday. He then connected a laptop directly to the LAN port of the new modem and, after a bit of fiddling with windows network settings to configure it for my block of static IPs, determined that with this setup, the download speed is repeatably measured to be greater than 50 Mbps, and upload is greater than 10 Mbps. When we reconnected my router to the modem and checked speed, down was less than 25 Mbps, up less than 10 Mbps. I then replaced the patch cable I had been using with a manufactured Cat6 cable and repeated the speed test with the same, disappointing results. The NIC on my router indicated it was linked at 1000Mbps. I repeated the test with a known good gigabit network switch between the modem and my router -- same results. I finally rebooted my router and lo and behold, link was still indicated as 1000Mbps, but my speed test results now duplicate those seen with the Comcast tech's computer directly connected to the modem.

 

I will say that Comcast has been very responsive and professional in its handling of this issue -- thank you very much!

Official Employee

Re: After modem changed I only get 25 Mpbs down but I pay for 50 Mbps

That's great to hear! If you run into any trouble in the future or, just have a question about your services feel free to visit our forums page again! We have tons of great stuff that covers a variety of different topics. We're here 24/7 for your support as well! You can also get support on your Comcast Business App or visit https://business.comcast.com/myaccount/. Have a great day!