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Not Getting Contracted 16/3

jumperboy
Visitor

Not Getting Contracted 16/3

I've had issues with my internet speed for months. Multiple calls and two technician visits have not resolved the issue, although a modem upgrade on the second visit has helped a little with ping times and upload speed. Nonetheless, I am not getting the 16/3 I am paying for. My traffic is consistently shaped to 6/1:


DiffProbe release. January 2012.

Shaper Detection Module.

Connected to server 213.244.128.168.

Estimating capacity:
Upstream: 3750 Kbps.
Downstream: 19846 Kbps.

The measurement will last for about 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: Burst size: 9022-9118 KB; Shaping rate: 1381 Kbps.

Downstream: Burst size: 19337-19833 KB; Shaping rate: 6384 Kbps.

 

 

Is there any way to get this fixed?

jumperboy
Visitor

Re: Not Getting Contracted 16/3

Still being shaped:

 

Upstream: Burst size: 8780-8868 KB; Shaping rate: 1344 Kbps.

 

Downstream: Burst size: 18964-19440 KB; Shaping rate: 6384 Kbps.

 

How do I get shaping removed from my account?

jumperboy
Visitor

Re: Not Getting Contracted 16/3

I've just declined a pending contract for upgraded service. I'm uncomfortable committing to another term with Comcast if they are unable to deliver the promised speed. How do I know I won't be shaped to the same 6/1 after I upgrade to 50/10? I won't consider upgrading my service until shaping is removed from my current connection. I'm extremely disappointed that I've tried multiple support channels without any resolution to my problem. I posted here 5 days ago and still haven't gotten a response. Is this forum still monitored by Comcast Business support personnel?

jumperboy
Visitor

Re: Not Getting Contracted 16/3

I was contacted by Comcast support and the issue has been resolved to my satisfaction:

 

DiffProbe release. January 2012.

Shaper Detection Module.

 

Connected to server 80.239.168.202.

 

Estimating capacity:

Upstream: 7882 Kbps.

Downstream: 19801 Kbps.

 

The measurement will last for about 2.5 minutes. Please wait.

 

Checking for traffic shapers:

 

Upstream: Burst size: 4772-4942 KB; Shaping rate: 3210 Kbps.

 

Downstream: Burst size: 9864-9953 KB; Shaping rate: 17024 Kbps.

 

 

Thank you!

Community Manager
Community Manager

Re: Not Getting Contracted 16/3

Hi jumperboy, Thank you for the update