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Not getting contracted 27/7

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danjorda
Visitor

Not getting contracted 27/7

I have had my service for about 2 weeks and have yet to achieve 27Mbps DL.  I have spoken to 2 techs through on the phone and a tech was sent to my house today and he could find nothing wrong with the modem or the line.

 

My upload Speeds are almost always higher than my DL speeds which are averaging 15 - 17 Mbps.  

 

Speedtest.net Results:

 

DOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES
17.3531.1621Chicago, IL0 
18.4322.6121Chicago, IL0 
19.688.4123Aurora, IL50 
14.527.7813Chicago, IL0 
12.9328.4413Chicago, IL0 
14.826.5512Chicago, IL0 
14.9124.1215Cedar Lake, IN50 
21.6635.3422Arlington Heights, IL0 

 

Shaper Probe Results:

 

DiffProbe release. January 2012. Build 1008.
Shaper Detection Module.

Connected to server 74.63.50.40.

Estimating capacity:
Upstream: 17904 Kbps.
Downstream: 125425 Kbps.

The measurement will take upto 2.5 minutes. Please wait.

Checking for traffic shapers:

Upstream: Burst size: 2145-2722 KB;
Shaping rate: 2109 Kbps.

Downstream: Burst size: 10455-12164 KB;
Shaping rate: 15586 Kbps.

For more information, visit: http://www.cc.gatech.edu/~partha/diffprobe

 

From what I am seeing it really appears that I am getting the 16/3 rather than my contracted 27/7.

 

Any other thoughts on what I can do to troubleshoot this?

 

Thanks

Accepted Solution

Re: Not getting contracted 27/7

I'm having this issue too. I'm supposed to get 50/10, but I'm averaging 25/3. I'm running a 24 hour 1/2 hour analysis using this tool http://testmy.net/ just to check out the variance over a day's time. So far I've noticed a few hits of > 50 download, but in general, I'm getting nowhere near what I'm paying for.

 

I'd also like to know how to troubleshoot this.

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Accepted Solution

Re: Not getting contracted 27/7

No the issue was not fixed, the data provided was from after the service call.  The tech said everything looked fine on the modem, but did not make any changes.

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Accepted Solution

Re: Not getting contracted 27/7

Appears no help from the forum.  Is there anyone I can call that actually knows what they are doing and can get this fixed for me?  I have now paid for a month of premium which I am not getting.

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Accepted Solution

Re: Not getting contracted 27/7

So i get no reply here and when i call to talk to technical support i get a busy signal, come on comcast is it really that hard to give your customers what they are paying for?  I may as well move back to xfinity at least i could get someone on the phone, so much for businee class service.

 

 

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Accepted Solution

Re: Not getting contracted 27/7

Hi danjorda. Thanks for the update. Our network support team discovered and corrected a bootfile configuration issue on the network side of the gateway.

 

Thank You

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Highlighted
MDA
New Member

Re: Not getting contracted 27/7

I'm having this issue too. I'm supposed to get 50/10, but I'm averaging 25/3. I'm running a 24 hour 1/2 hour analysis using this tool http://testmy.net/ just to check out the variance over a day's time. So far I've noticed a few hits of > 50 download, but in general, I'm getting nowhere near what I'm paying for.

 

I'd also like to know how to troubleshoot this.

Community Manager
Community Manager

Re: Not getting contracted 27/7

HI danjorda.  Thank you for the post.   A service call was scheduled for you on 4/4/13.  Please let us know if your issue persist.

 

Thank You

danjorda
Visitor

Re: Not getting contracted 27/7

No the issue was not fixed, the data provided was from after the service call.  The tech said everything looked fine on the modem, but did not make any changes.

danjorda
Visitor

Re: Not getting contracted 27/7

Appears no help from the forum.  Is there anyone I can call that actually knows what they are doing and can get this fixed for me?  I have now paid for a month of premium which I am not getting.

danjorda
Visitor

Re: Not getting contracted 27/7

So i get no reply here and when i call to talk to technical support i get a busy signal, come on comcast is it really that hard to give your customers what they are paying for?  I may as well move back to xfinity at least i could get someone on the phone, so much for businee class service.

 

 

Forum Contributor

Re: Not getting contracted 27/7

have you checked the basics?  look at network speed and duplex.  if your plugging in with a 10/100 interface that's not fast enough.  If your plugging in with gigibit then is it really doing the correct ethernet negotiation?  your interface should be set to auto.

danjorda
Visitor

Re: Not getting contracted 27/7

Thanks for the suggestion and yes I did check the basics.  

 

It does appear that someone is listening as magically my shaping increased to 27/7 this morning.  Not sure why it took almost a month to get the right speeds but at least it is correct now.

 


DiffProbe release. January 2012.
Shaper Detection Module.

Connected to server 213.244.128.138.

Estimating capacity:
Upstream: 8125 Kbps.
Downstream: 35306 Kbps.

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

Checking for traffic shapers:

Upstream: No shaper detected.
Median received rate: 7989 Kbps.

Downstream: Burst size: 18721-18942 KB; Shaping rate: 28746 Kbps.

For more information, visit: http://www.cc.gatech.edu/~partha/diffprobe

 

For those having the same problem I don't have any suggestions since I am not sure how it was resolved.

Community Manager
Community Manager

Re: Not getting contracted 27/7

Hi danjorda. Thanks for the update. Our network support team discovered and corrected a bootfile configuration issue on the network side of the gateway.

 

Thank You