Connectivity
Connectivity and managing Your Comcast Business network
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Spent months and hours with support, my problem is never solved. What can I do?

I am a recent Comcast business customer due to a small business I run where I need to remote into people’s machines and unfortunately during peak hours even on a 50 megabit plan with the residential service, I was barely getting 5 megabits. Every time I have called, they tell me the same thing over and over.

 

They either blame my modem, or be completely oblivious to the bandwidth issue at all by telling me that the service I am paying for should be at 50 megabits at all times throughout the day. It is not my modem, because the bandwidth is perfectly fine during non peak times. I fail to see how a modem just magically becomes non compliant simply because it has slow internet speeds, only during peak hours. I have even tried three different modems, 2 from comcast and 1 on my own and they all have the same issue.

 

I eventually found out that Comcast business puts the Ethernet at a slightly higher priority, but I am still only getting about 15-20 megabits during peak and less than 8 on weekends during peak hours.  I don't know what I can do, I am forced to used Comcast because of my apartment with a lease and the internet service I am being provided is simply not fast enough for me to run my business. 

 

The bandwidth works perfectly fine during the day, I get my full 50 megabits throughout the entire day during non-peak hours. But yet, they still blame my modem or come out during non-peak hours and explain to me everything is perfectly fine. I've even contacted my apartment’s management about this, they basically tell me it is Comcast’s responsibility to upgrade the switch and there is nothing they can do.

 

To add even more insult, they upgraded everyone to 75 megabits. The internet has been even slower now, simply because they are overselling the node. Please, tell me how can I get this problem fixed? I have wasted months and hours of my time trying to get it resolved and I keep running into a loop over and over. It's either my modem, or everything is perfectly fine.

 

I actually had a cabling company contracted by comcast to come out to my apartment and confirm to me that the node was over 90% capacity and the problem could not be resolved until Comcast upgrades the node. Where can I do this? Every time I call they act like what I am stating is simply not possible and just waste my time.

 

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Visitor

Re: Spent months and hours with support, my problem is never solved. What can I do?

Just an update, ever since they "upgraded" everyone to 75 megabit I have dropped from 20 megabits at night to 4 megabits.

 network speed.PNG

 

 

it is now no longer possible for me to stream video at night. It's also causes intensive latency on video games.

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Visitor

Re: Spent months and hours with support, my problem is never solved. What can I do?

It is now 1-2 megabits during peak times on the weekends with a ping of 1500.

 

Can someone explain to me how residential customers get better support than business ones? Do they even check here?

 

It's clear that they don't.

 

After calling the corporate office I got a technician out and he literally told me there is nothing he could do until they upgrade the node. It is now at 99% capacity and it will take 6 months or more to resolve.

 

Completely unnaceptable.

 

 

The t-mobile internet service, even throttled offers better connectivty than a busdiness class line.

 

Whatever, it's not like posting here fixes anything anyway.

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Frequent Contributor

Re: Spent months and hours with support, my problem is never solved. What can I do?

If you want a real sla you need to step up to an ethernet handoff. Expect 500/MO for 10/10.
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Forum Contributor

Re: Spent months and hours with support, my problem is never solved. What can I do?

Here is what I would do.

 

Summarize everything you have had here in a nice letter.  Addressed to Comcast and your apartment management company.  At the bottom of the letter suggest that if the problem is not fixed you will be looking for another apartment.

 

Take it around to everyone in your apartment.  Most likely they all have the same complaint as you.

 

Send copies of the letter to the apartment manager and Comcast.  Also post on various apartment rating locations on the Internet.

 

These apartment management companies often sign deals with Comcast.  The deal works like this: in exchange for the apartment company NOT allowing another broadband provider into the complex, Comcast pays for wiring the complex.

 

A large apartment complex is usually terrified of a large number of tenants quitting at the same time.  If they think your threat is credible, they will make life unpleasant for Comcast.  They may even allow a second broadband privider in.

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