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Download speed issue

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sgrundy
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Download speed issue

I have the 300 / 25 speed tier ( at my home address ) and over the past week or so I have been having horrible download speeds, upload speed is fine.  Looking at the status page on my Arris SB190 I noticed that channel 16 is alternating between locked and not locked with what I'll refer to as a "metric sh*t ton" of corrected and uncorrected errors.  When locked, the SNR is usually around 25 - 27 dB which is well below the 38-40 dB which the other channels are at.  Channel 17 is in the 33 dB range and is reporting a larger number of errors than the other channels.  Power cycling the modem does not change the status, also tried having a reset signal sent from the head end.  No change.

 

Power level on ch 16 is 3.70 dBmV which is right in line with all the others.  I live in a condominium complex and I have yet to crack open the junction box behind the building to look for loose connections ( it's usually not even closed ).  Would this indicate a wiring issue on premises or in the line somewhere ?  I have had business service at this address for several years and have never had an issue like this with the service.  I'd rather not be forced to take time off work to wait for a technician if this might be something that could be tested from outside my unit / building.  Any suggestions are appreciated.  I do plan on calling in but figured I check here first.

 

**EDIT**  Forgot to mention that my download speed test results from multiple server locations in different states ranges from 5 to 15 Mbps down when normally it's around 350 Mbps.

Accepted Solution

Re: Download speed issue

Glad we were able to resolve those signal issues with the tech visit! Please post again if you need anything else. Thanks for your business!

 

Ken

View solution in context
Community Manager
Community Manager

Re: Download speed issue

Hi! Thanks for reaching out and for your patience. I can help with the download speed concern. I am sorry to learn that the power cycle and the reset signal did not help. I will be happy to see if I can determine if there is a wiring issue on the premises or in the line. Thank you so much for being a Comcast Business customer for several years. Your business loyalty is very valuable to us! I understand that your time is valuable and do not have the time to take off from work to wait for a technician visit. To look at what is going on, would you mind sending a private message with your first/last name, address, and account number?

Community Manager
Community Manager

Re: Download speed issue

Thanks so much for taking the time to reach out to us through our Business Forums regarding your download speeds. I would love to assist and get to the bottom of the speed issues. Can you please reach out through private message with your first and last name, full service address and account number or phone number and we will get started? 

Community Manager
Community Manager

Re: Download speed issue

Glad we were able to resolve those signal issues with the tech visit! Please post again if you need anything else. Thanks for your business!

 

Ken