Connectivity
Connectivity and managing Your Comcast Business network
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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Visitor

Slow Speeds and High Latency in Washington DC area

I have been experiencing slow speeds and high latency since 18 December. I have the 50/10 service. I called into tech support and received an automated message stating that there was an issue in the area. I left things alone an and my speeds returned to normal that evening. On the afternoon of the 19th my speeds dropped off again, sometimes as low as 2Mb, but never higher than 5. I called in and went through the standard troubleshooting. Reset the modem, hooked the laptop directly to the Gateway with no change in speeds. THey scheduled a tech to come out on Sunday the 21st. That day he check all the levels, reterminated coax and even replaced my modem with the Cisco DPC3939B. No change to speeds. My technician called in to his help line and then advised me that there might still be higher level issues going on in the area. He gave me the number to Desmond, the Technical Operations Supervisor for Washington, DC. I spoke to him in the evening on the 21st briefly and he was supposed to call me back in an hour. Didn't hear back from him. Called and left a message on the 22nd in the morning with no reply and just tried to call him again with no answer. The tech support isn't very helpful. They don't see any issues going on, and they can't give me any solid answer.

 

Things happen, and equipment breaks. I'm not mad about that or even if it takes a while to fix. I'm more upset when I can't get a straight answer about it or don't receive a call back when I was promised one. I've been a happy customer for a year in this location, with solid service. I don't want this experience to ruin it. Below are my tickets that were opened and closed.

 

CR42087866412/19/2014InternetBCI - Slow Speeds
CR42169787412/23/201412/23/2014InternetBCI - Cant Connect/Surf
CR42104422812/20/201412/20/2014 BC - Status of Existing Ticket

 

Downstream
Channel Bonding Value
Index
1
2
3
4
5
6
7
8
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
SNR
38.983 dB
38.605 dB
38.983 dB
38.983 dB
38.983 dB
38.605 dB
38.605 dB
38.605 dB
Power
7.400 dBmV
6.600 dBmV
7.000 dBmV
6.900 dBmV
6.300 dBmV
6.800 dBmV
6.300 dBmV
6.400 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
Upstream
Channel Bonding Value
Index
1
2
3
Lock Status
Locked
Locked
Locked
Frequency
29 MHz
23 MHz
36 MHz
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
45.000 dBmV
43.750 dBmV
46.250 dBmV
Modulation
64 QAM
64 QAM
64 QAM
Channel ID
6
7
5
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3 REPLIES 3
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Forum Contributor

Re: Slow Speeds and High Latency in Washington DC area

See the post

Problems after DPC3939B firmware upgrade

in the Equipment section of this forum.  very similar.

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Highlighted
Visitor

Re: Slow Speeds and High Latency in Washington DC area

No, it has nothing to do with the modem this time. I spoke to a few of my neighbors and it appears that they're having some serious speed issues as well.

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Community Manager
Community Manager

Re: Slow Speeds and High Latency in Washington DC area

Hi i8iridium.  Issues with slow speeds and latency will require a service call in order to isolate the problem.  The tech can determine if there are equipment issues of if it is network related. The Business Service Center @ 1-800-391-3000 can schedule a service call at a time that is convenient for you.

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