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So slow again, annoyingly

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schapst
Occasional Visitor

So slow again, annoyingly

We're a small school and upgraded to Deluxe 50 last summer, but we did not see the increased speed until I called and sat on hold and gave our account # several times, etc. only to find that the account was showing we'd been upgraded, and we'd been paying for the faster speed for two months, but someone never 'pushed the button' to activate our faster speed. Oops.

 

So then it worked great all fall and early winter, but lately it's seemed slow, so I started doing speed tests again and found the speed results were identical to what they were before our speed upgrade (about 18.0 mbs down / 3.5 mbs up). I have tested multiple times over the last few days including off hours, same results. I reset the gateway once, no change.

 

It really seems like we have been reverted to the slower speed again. I see from some other posts on this forum that it can be done remotely by techs here. Before I have to make another long tech support call and explain things 10 times, I thought I'd try it here. Please advise. Thanks.

 

Current Gateway stats:

Downstream Channel
Downstream Frequency    675.001587 MHz    656.997803 MHz    662.999023 MHz    669.000366 MHz
Lock Status    Locked    Locked    Locked    Locked
Modulation    256 QAM    256 QAM    256 QAM    256 QAM
Symbol Rate    5.360537Msym/sec    5.360537Msym/sec    5.360537Msym/sec    5.360537Msym/sec
Downstream Power    12.120831 dBmV    12.393976 dBmV    12.142743 dBmV    11.822123 dBmV
SNR    38.257755 dB    37.935909 dB    38.257755 dB    38.257755 dB

 

Upstream Channel
Upstream Frequency    36000000 Hz    29200000 Hz    22400000 Hz
Lock Status    Locked    Locked    Locked
Modulation    64QAM    64QAM    64QAM
Symbol Rate    5120 KSym/sec    5120 KSym/sec    5120 KSym/sec
Upstream Power    33.2500 dBmV    33.2500 dBmV    31.7500 dBmV
Channel ID    4    5    6

 

P.S. I assume you can get the account details from my forum profile, but the gateway serial # is H295031184 if that helps you locate the account.

Accepted Solution

Re: So slow again, annoyingly

oh interesting, it looks like they just forgot to update your modems bootfile with the new speed parameters. if so, then that's an over-the-phone fix, very simple.

during the test, is it a consistent ~18mbps throughout the duration? or does the speed jump around a lot?
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Trusted Forum Contributor

Re: So slow again, annoyingly

Your power level signals look out of recommended range on both the downstream and upstream; see here for a reference http://www.dslreports.com/faq/16085

 

One of the mods may be able to escalate things based on that.

schapst
Occasional Visitor

Re: So slow again, annoyingly

Train_wreck or anyone who understands those signal levels, could this have anything to do with it?

 

The internet service was set up about four years ago and worked quite reliably about 18-20 Mbps until early last summer, before the speed upgrade. All of a sudden, the cable modem was offline. I did basic troubleshooting/resetting with no luck, but then I noticed that an attenuator had been installed between the drop and modem/gateway, probably when initially set up. I removed the attenuator, and the cable modem connected just fine. I almost forgot about the attenuator. They did not swap out the equipment when we got the speed increase, no one came out to check anything. We were seeing speeds slightly above 50 mbps download initially, I stopped checking after a few weeks. Now, 4-5 months later, a lot colder outside, slower speeds and I am wondering if putting the attenuator back in the game would fix the problem? I am not at the school right now, can't try it.

 

 

schapst
Occasional Visitor

Re: So slow again, annoyingly


@train_wreck wrote:

Your power level signals look out of recommended range on both the downstream and upstream; see here for a reference http://www.dslreports.com/faq/16085

 

One of the mods may be able to escalate things based on that.


Can I get a mod to look at this somehow? I am unable to get to the school this morning, and they are having really crummy connectivity speed. No one there has the ability to troubleshoot.

 

Thanks

Trusted Forum Contributor

Re: So slow again, annoyingly

It's odd that a rep wouldn't notice your signal levels and send a tech, as they are out of spec and need to be corrected. To escalate you can try reaching out to Comcast_Jon or some of the Comcast support Twitters. Both are generally very responsive and able to internally escalate your problem. 

Trusted Forum Contributor

Re: So slow again, annoyingly


@schapst wrote:

Train_wreck or anyone who understands those signal levels, could this have anything to do with it?

 

The internet service was set up about four years ago and worked quite reliably about 18-20 Mbps until early last summer, before the speed upgrade. All of a sudden, the cable modem was offline. I did basic troubleshooting/resetting with no luck, but then I noticed that an attenuator had been installed between the drop and modem/gateway, probably when initially set up. I removed the attenuator, and the cable modem connected just fine. I almost forgot about the attenuator. They did not swap out the equipment when we got the speed increase, no one came out to check anything. We were seeing speeds slightly above 50 mbps download initially, I stopped checking after a few weeks. Now, 4-5 months later, a lot colder outside, slower speeds and I am wondering if putting the attenuator back in the game would fix the problem? I am not at the school right now, can't try it.

 

 


Well, (if i'm understanding this right; keep in mind I am in no way a cable tech, just a network admin-in-training at the moment) an attenuator would reduce your downstream levels, and increase your upstream levels, both of which you need in this case. So I might try putting it back on to see if it resolves things (or having someone at the school physically put it back on, if that's possible in any way).

schapst
Occasional Visitor

Re: So slow again, annoyingly

Thanks again--

I got back to the school and put the attenuator (6 dB) back on, cycled power, but it would not get back online, the upstream light just flashed, the DS was solid, Online was off, Link was on. Let it sit for several minutes.

 

Then I tookthe attenuator back off, cycled power, and it came back up relatively quickly, but speed testing shows the same approximately 18 / 4.

 

Online testing starts Monday, so I need to get this figured out this weekend.

 

Thanks

Trusted Forum Contributor

Re: So slow again, annoyingly

Yeah, at this point you'll probably need to get a tech out. Seriously try sending an IM over to "Comcast_Jon" here, I have had good luck with him being able to get things moving.

schapst
Occasional Visitor

Re: So slow again, annoyingly

Thanks, I sent a message to Comcast_Jon--

 

I also found a typical speedtest result from before our Deluxe 50 upgrade and what I am consistently getting now, almost identical. That, to me, sounds like a goof up back at the head end. Anyway, in case it helps, find attached.

thanks-

 

From July 2014:

Speedtest 2014-07-31.png

 

From yesterday:

Speedtest 2015-01-29.png

Trusted Forum Contributor

Re: So slow again, annoyingly

oh interesting, it looks like they just forgot to update your modems bootfile with the new speed parameters. if so, then that's an over-the-phone fix, very simple.

during the test, is it a consistent ~18mbps throughout the duration? or does the speed jump around a lot?
schapst
Occasional Visitor

Re: So slow again, annoyingly

Just ran it again to see, and it's very steady around 18 Mb/s the whole time. And to clarify, we did see the 50 Mb/s speed for a while after the upgrade.

Thanks

 

Result just now:

 

Screenshot 2015-01-30 20.26.36.png

Trusted Forum Contributor

Re: So slow again, annoyingly

word. has anyone factory-reset the modem that you know? odd that it would revert back.
schapst
Occasional Visitor

Re: So slow again, annoyingly

I doubt it, and what possibly confirms that is that the custom cusadmin password I set several years ago still works.

I'm getting the impression that sitting on hold with Comcast support would be fruitful, but I've had so many experiences being transferred around to different agents and then having to explain everything over and over until you finally get someone to help you-- so frustrating. I have not called on this issue yet. I'd love it if a mod here could get it done.

schapst
Occasional Visitor

Re: So slow again, annoyingly

Got it semi-resolved through a 53 minute call to support, and I say semi-resolved in that our speed has been returned to the Deluxe 50 we've been paying for, but the problem was because of a billing mixup at Comcast that apparently assigned us a second account when we upped our speed last summer. We've been getting and paying two bills to avoid getting cut off, and we've been waiting for them to resolve it for a few months now. Really a cluster, transferring to different departments, and, apparently, an incorrect resolution which reverted our bootfile to starter package speed.

 

In any case, online testing starts tomorrow, and we have speed back. Thanks for your help.

 

T

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Trusted Forum Contributor

Re: So slow again, annoyingly

Good stuff. I have had continual problems with billing/account mgmt. as well.

 

I might keep an eye on those signals as well, as they are close to borderline. Keep in mind that with changes in outdoor weather/temperature, they will naturally rise & fall.