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Unstable download speed

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art360
New Contributor

Unstable download speed

I have a 120MB plan, in reality it's 30-80 for a wired connection, sometimes even 10. Upon modem/router reboot my speed is 120, within 20 min it goes down.

Comcast recommended to change my network card: I bought a new card, same results. Comcast recommened to use a different computer: I've put another computer next to mine, same results.

I've sent a detailed speed report for the results I was recording for 2 days with links and screenshots: got an advice to find a good tech in my area. 

Anybody has any idea how to fix it or it's just a Comcast marketing way to sell 120MB plans with a low actual speed?

Accepted Solution

Re: Unstable download speed

Take a look at this post and then follow up with the information.

http://forums.businesshelp.comcast.com/t5/Connectivity/Connection-Troubleshooting-Tips/m-p/25861#U25861

 

We should be able to give you some insight on your problem and the best way to get it resolved with Comcast.

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Tags (1)
Trusted Forum Contributor

Re: Unstable download speed

Take a look at this post and then follow up with the information.

http://forums.businesshelp.comcast.com/t5/Connectivity/Connection-Troubleshooting-Tips/m-p/25861#U25...

 

We should be able to give you some insight on your problem and the best way to get it resolved with Comcast.

art360
New Contributor

Re: Unstable download speed

Thank you Kraze fir your respond. I've checked what I could (and Comcast technician did it as well). Here are some numbers:

  • Downstream Power Level: -10dBmV to +10dBmV is acceptable for modems.  -7dBmV to +7dBmV is the ideal range and is also the specified range for telephony modems.

Actual is -4.5 - -5 dBmV

  • Downstream Signal to Noise Ratio (SNR): This number should be at least 35dB. Higher is better. Anything less than 35dB and you will probably have slow transfers, dropped connections, etc.

38.605 – 38.983

  • Upstream Power Level: This should be between 35dBmV and 55dBmV. If your levels are beyond this range, you will likely see frequent disconnects or modem reboots.

52.250 – 52.750

Modem is 3 months old.

 

It looks like there are some wrong settings on Comcast side, but they don't want to work on it.

Problem is still there, doesn't matter how may times I called them. An alternative provider would be a solution, but we don't have other in our area, so problem is not fixable.

Respected Member

Re: Unstable download speed

Hello art360 and welcome to forums,

 

Based on the information you provided I looked at your signal levels to your location. I would like to get a tech out to your location to look over your configuration. If you would like to move forward with this option would you please send a private message with your preferred timeframe for a a tech visit, and the best contact number for you to be reached on.

 

Thank You

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

This week I was monitorig my speed by checking it at least 10 times a day. Most of the time download speed is 80-120, upload is always good: 20+.

Sometimes download goes to 30-50. Modem  reboot always brings download to 120, which stays for at least 30 minutes.

Any ideas?

Respected Member

Re: Unstable download speed

Hello art360,

 

First thought is for me to send a factory rest to your device followed by restoring any provisioning that you may have left on the modem. Beyond that our options are...

1) Send a tech

     a. Tech to check the lines

     b. Tech to swap modem

2) Send to Tier II for review of all provisioning to device and along network.

3) Escalate issue requesting Tier II send issue to Line Tech, or XOC/NOC for further investigation of physical network. (Most physical network issues can be resolved by business technicians without need to escalate this far.)

 

At this stage in your trouble shooting I can do the factory reset but it might be best to send a tech to your location. Please let me know how you would like to proceed.

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

It looks like a problem Comcast is not able (or doesn't want) to fix.

If you think one of these efforts can help me please send a tech ot Tier II.

I'm here every day for a while.

 

Thank you anyway,

Artem

 

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

Please pick any direction to improve my speed. It's pretty often goes to below 30 and I need to reboot the modem to get it back.

Please advice.

Artem

Respected Member

Re: Unstable download speed

Thank you art360,

 

Please check your private messages for more information.

Respected Member

Re: Unstable download speed

hello art360,

 

I see that your ticket has been closed. Has your internet service improved?

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

I had your tech coming and checking everything. He found 3 week points and fixed them, icluding modem replacement.

Speed is 30-70, sometimes 120. Tech thinks we have a lot of noise here, which takes my speed down. I was speaking with him yesterday: I don't know why ticket has been closed as he promised to continue working on this issue.

 

Thank you for checking,

Art

Respected Member

Re: Unstable download speed

Thank you art360,

 

I am not seeing any notes from the tech as to what those weak points are nor when he would be out to finish working. Please message me if you continue to run into service issues.

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

John fixed the possibly noise-generating splitter, reversed the filter wrongly installed in the box outside and replaced the modem.

Yesterday I was pretty optimistic, however...

Below is my statistics after the modem replacement (2-3 last digits represent download speed). I see it as a generally unstable Comcast signal or (following John's idea) large fluctuations from the noise in the area. Or .. somebody is using Internet in our area, but I couldn't find any system in these fluctuations.

 

http://www.speedtest.net/my-result/5418788888 86

 

http://www.speedtest.net/my-result/5418836917 42

 

http://www.speedtest.net/my-result/5418877682 35

 

http://www.speedtest.net/my-result/5419006042 120

 

http://www.speedtest.net/my-result/5420320438 22

 

http://www.speedtest.net/my-result/5420359132 120 upon reboot

 

http://www.speedtest.net/my-result/5420919634 39

 

http://www.speedtest.net/my-result/5421026098 22

 

http://www.speedtest.net/my-result/5421415760 120

 

http://www.speedtest.net/my-result/5422993878 120

 

http://www.speedtest.net/my-result/5423497576 110

 

http://www.speedtest.net/my-result/5423749849 34

 

http://www.speedtest.net/my-result/5423875151 40

 

http://www.speedtest.net/my-result/5423875151 40

 

http://www.speedtest.net/my-result/5425598888 120

 

http://www.speedtest.net/my-result/5426002898 20

 

http://www.speedtest.net/my-result/5426881604 31

 

http://www.speedtest.net/my-result/5428510356 11

 

http://www.speedtest.net/my-result/5431356410 120

 

http://www.speedtest.net/my-result/5431587169 110

 

http://www.speedtest.net/my-result/5431719939 76

 

 http://www.speedtest.net/my-result/5432726153 88

 

http://www.speedtest.net/my-result/5433101384 117

 

http://www.speedtest.net/my-result/5433308928 11

 

http://www.speedtest.net/my-result/5433338529 36

 

http://www.speedtest.net/my-result/5433354477 17

 

http://www.speedtest.net/my-result/5433505429 116

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

based on my last 3 days statistics Internet is not getting any bettter.

I was speaking with Cisco (we're about to purchase some equipment for conferences, I hoped I can have more stability): they cannot guarantee a good quality with this Internet.

I'm still paying good money for the stable 120. Do I want to transfer back to Xfinity or do you have any other Internet channel I can use? Will it be stable if I order 150 plan?

Any advise will be greatly appreciated

 

Art

Respected Member

Re: Unstable download speed

I want to test some things with your modem provisioning to see if they will help. I will have to reset your modem a few times in order for the configurations to take effect. Please test your speeds and let me know where we stand.

art360
New Contributor

Re: Unstable download speed

sure.

Recently I had a number of interruptions and speed up to 180

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

here are my last records:

http://www.speedtest.net/my-result/5450455406 123

 

07 03 16 21:01 complete interruption

 

07 03 16 21:04 176 and interrupted again

 

http://www.speedtest.net/my-result/5450793998 180!!!!!!!

 

21:22 interruption. Modem shows I light on top only

 

http://www.speedtest.net/my-result/5450813965 180

 

21:25 modem is down. Called comcast: shortage in the area

 

http://www.speedtest.net/my-result/5450827430 178

 

http://www.speedtest.net/my-result/5450875802 85

Respected Member

Re: Unstable download speed

I am seeing better speed but not consistent. Please keep testing for the next day or so and message back with your results.

Respected Member

Re: Unstable download speed

Quick question for you,

 

Are you connecting directly to the modem with all of these speed tests or are there other devices on along the way like a switch or hub?

art360
New Contributor

Re: Unstable download speed

I have my computer connected directly to the modem. No switches, no hubs.

Same results with 2 different network adapters and 2 modems.

John (Comcast tech) checked everything very thoughfully.

 

It looks like every time modem starts communication with Comcast (upon a reboot) I have a good speed, which goes down.

 

 

 

Respected Member

Re: Unstable download speed

Thank you,

 

I want to send a tech out one more time to verify exactly what flux issues to send to our XOC/NOC. I believe this will finally get your issue fixed. Do you have a preferred time for this tech to come to your location?

art360
New Contributor

Re: Unstable download speed

Wednesday or Thursday early afternoons are the best.

Respected Member

Re: Unstable download speed

Thank you,

 

I have you scheduled for a tech visit this Thursday 7/7/16 from 3p - 5p. Your ticket number is CR606597683. Please keep me informed with your progress with the tech. Thank you.

art360
New Contributor

Re: Unstable download speed

Great.

Thank you

Respected Member

Re: Unstable download speed

Hello art360,

 

I wanted to see if your services are improved now.

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

Nikesha checked our speed, ran some tests (btw she sounds very knowledgable too). She's witnessed the speed drop down after modem reboot.

She said Comcast is runing some repairs and cables replacements in the area, which may take another 10 days or so, Internet may show some improvements then.

 

Currently, sppeed is in 40-70 range, sometimes higher.

Here are some random measurements since Nikesha visit (as usual the last 2 digits represent download speed):

 

http://www.speedtest.net/my-result/5461897836 42

 

http://www.speedtest.net/my-result/5464487443 49

 

http://www.speedtest.net/my-result/5465219511 52

 

http://www.speedtest.net/my-result/5466395000 98

 

http://www.speedtest.net/my-result/5467929358 67

 

http://www.speedtest.net/my-result/5468384222 44

 

http://www.speedtest.net/my-result/5469147323 100

 

Respected Member

Re: Unstable download speed

Thank you,

 

Please check back with me if you services do not improve.

art360
New Contributor

Re: Unstable download speed

Hello Michael,

 

it looks like we have a significant improvement. I'll put my statistics below this message.

I've discussed this with Nikesha (along with WIFI issue I had, she adviced to add a better router, so I've purchased it). Nikesha asked me to check speed for a few more days and report as this problems is solved.

I really appreciate Michael your participation to this issue resolution.

Here is the statistics:

 

http://www.speedtest.net/my-result/5476883789 28

 

http://www.speedtest.net/my-result/5478853380 44

 

http://www.speedtest.net/my-result/5479142271 17

 

http://www.speedtest.net/my-result/5479232527 120

 

http://www.speedtest.net/my-result/5479306447 31

 

http://www.speedtest.net/my-result/5481846358 34

 

http://www.speedtest.net/my-result/5482373814 33

 

http://www.speedtest.net/my-result/5483839253 120

 

http://www.speedtest.net/my-result/5483870858 119

 

http://www.speedtest.net/my-result/5484212297 120

 

http://www.speedtest.net/my-result/5485853046 121

 

http://www.speedtest.net/my-result/5489355446 117

 

http://www.speedtest.net/my-result/5489510680 122

 

http://www.speedtest.net/my-result/5489656254 124

 

http://www.speedtest.net/my-result/5489718615 120 wifi is 2.01/18.14

 

http://www.speedtest.net/my-result/5490610264 123

 

http://www.speedtest.net/my-result/5490943526 120

 

http://www.speedtest.net/my-result/5490943526 120

 

http://www.speedtest.net/my-result/5491106228 118

 

http://www.speedtest.net/my-result/5491212985 41

 

http://www.speedtest.net/my-result/5491625024 120

 

http://www.speedtest.net/my-result/5491694585 121

 

http://www.speedtest.net/my-result/5491798675 119

 

http://www.speedtest.net/my-result/5493262930 117

 

http://www.speedtest.net/my-result/5493546497 118

 

http://www.speedtest.net/my-result/5493809949 120

 

http://www.speedtest.net/my-result/5494592704 120

 

http://www.speedtest.net/my-result/5495641434 121

 

http://www.speedtest.net/my-result/5496536081 119

 

http://www.speedtest.net/my-result/5502837716 120

 

 

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