Connectivity
Connectivity and managing Your Comcast Business network
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Visitor

Really slow upload speeds

I currently had the business deluxe connection (150/20) and the uploads speeds never reach more than 2Mbps. Before I signed up for the contract, I was promised the numbers would be the lower limit for the actual speed I'd get during service. This has been consistent. At first I just chalked it off to new connection/intermittent issues. But it has been consistent across multiple devices. I even disconnected all devices and just tested one device exclusively. Download speeds are great and no problems there. But upload speeds are completely unacceptable.

 

Edit: The solution from Comcast_Phil seems to be getting a new modem, since the bootfile in what I have is not compatible with the business class connection. Getting one and will report results after that.

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Official Employee

Re: Really slow upload speeds

 

Hi blitzkraft and welcome to the business forums. 

 

I would like to assist with your upload speeds and look for any issues.Please private message me your first and last name, the name of your business, the full address and the phone number associated with your business account.

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Visitor

Re: Really slow upload speeds

Got a modem from the list of comcast approved ones. This resolved the issue. Honestly, I am surprised; but glad it worked.

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New Member

Re: Really slow upload speeds

I'm having EXACTLY the same issue right now and getting nowhere with customer support. 

I've been on 3 service calls this week with no resolution.
The issue is about upload time. It has been consistently WORSE than before. 
Is there anyone out there who can help?
 
The madness of customer support:

Deborah: I believe I just spoke with you, and we reset your modem, are you still have slow speeds, have you done a speed test since the modem came back online?
You: yes, slow uplad as indicated
You: upload
Deborah: What is the download you are getting?
You: download isn't the issue
You: we ordered comcast business for upload speed
You: upload speed is WORSE than before.
Deborah: I would like to know what is your download speed please, I understand that is not what you are currently having an issue with.
You: 227
Deborah: I am checking to make sure you are on the correct package.
Deborah: Are you in the office or working from home?
You: home office
Deborah: I can open a ticket to have our escalation team look into it.
You: this is the third time this week and no progress is being made.
Deborah: Do you prefer email or phone?
Deborah: You've already had a ticket open for our tier 2 team?
You: yes, twice this week
You: this is the third time.
Deborah: What did they say to you.
You: nothing pertaining to the issue.
Deborah: When you test are you connected directly to the back of the modem?
You: yes
You: when he installed it, it was also very slow. when can we expect improvements?
You: I upload a lot of media for my work and this is the reason we got comcast business and upload speed is WORSE. is that clear? this is the problem.
Deborah: That is very clear, however 20 Mbps upload is really not sufficient for a lot of streaming and uploads. Deborah: We really are only sending out techs when the services are totally down for essential personnel at this time due to COVID 19. I apologize for the inconvenience.
You: we're not getting 20, we're getting 2
Deborah: I understand, but the modem is not offline.

Deborah: We are only sending techs out when the modem is totally offline at this time.

 

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Official Employee

Re: Really slow upload speeds

Thanks so much for taking the time to reach out to us regarding your upload speed concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I'd like to get on top of this right away for you. Can you please reach out through private message with your first and last name, business service address and account number or phone number?

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Official Employee

Re: Really slow upload speeds

Thanks so much for taking the time to reach out to us regarding your upload speed issues. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I know how impactful slow upload speeds can be to your business and I would love to get to the bottom of this as quickly as possible. Can you please reach out through private message with your first and last name, business service address and account number or phone number? 

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Visitor

Re: Really slow upload speeds

I've got the same issue. I am also a radiologist and essential personnel. 

 

For the past two months, I've been getting nothing above 2 Mpbs on uploads during business hours. Last month, I upgraded from a 100/10 plan to a 200/20 plan, swapped out the modem, and my networking hardware and still no joy. After 10 PM, I can consistently hit 24 Mbps upload without issue. I get full download speeds at all times. 

 

I've opened a ticket with your repair team who indicates that there is noise on a local node, "work in other nearby areas" and absolutely no ETA on resolution.  My ticket number is: CR902352919

 

I'd like to know what the heck I'm supposed to do. I'm a doc trying to read COVID and other urgent imaging studies on patients remotely, and your organization's lack of transparency is crippling my ability to do my job. 

 

 

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Official Employee

Re: Really slow upload speeds

Thanks so much for taking the time to reach out to us regarding your slow upload speeds. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. Right now I know how truly important the services are to your business especially a radiology service. Thank you so much for putting yourself out on the frontlines right now. I would be happy to get to the bottom of the connection issues with you. Can you please reach out through private message with your first and last name, business service address, and account number or phone number?

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