[Speed] intermittent and slow Comcast HSI
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madguy @ 15th Oct 02:21PM:
[Speed] intermittent and slow Comcast HSI
I have had slow and fluctuating internet since May. Speed tests give great speeds unless I do them repeatedly at wich point they slowly fall getting worse until a test will fail. All equipment has been tested/replaced. All my wiring including the drop has been changed. I have tried different computers, modems, routers. Moved modem away form router, removed router, and anything 8 different tech visits could come up with. At one point I was speaking to a tier 2 tech but after a few weeks he stopped returning my calls. At this point I call and they send a tech who looks around, can't find anything wrong and leaves. When I call I am told there is no open ticket for my call and would I like to have a tech come out. Short answer is No! I am not the most computer savvy guy but have picked up a little knowledge from this disaster. 250 pings gives 1 mili responses for a hundred or so then over 3 pings climbs to 100 mili then returns to 1 mili. A trace route times out on first hop then gives good speeds for 7 or so Comcast server hops then times out for remainder. What do I do now?
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gar187er @ 15th Oct 02:48PM:
Re: [Speed] intermittent and slow Comcast HSI
»Comcast High Speed Internet FAQ »How To Get Help!
signal levels?
happen during night or day? or both?
your trace rt is normal....
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madguy @ 15th Oct 07:11PM:
Re: [Speed] intermittent and slow Comcast HSI
The problem happens 24/7. Sorry i don't know how to do a signal strength test but I am sure I will soon. Isn't a default domain ping over 40 mili really bad? I forgot to mention it wasn't to a website.
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tshirt @ 15th Oct 08:38PM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
.... A trace route times out on first hop then gives good speeds for 7 or so Comcast server hops then times out for remainder. What do I do now?
As gar187er suggested, »Comcast High Speed Internet FAQ »How To Get Help! all this info could help us, help you.
where was this ping to? (ip address or domain name would help me understand, 40 ms (one tenth of of "the blink of an eye" (really~»en.wikipedia.org/wiki/Blink)) is very fast to some points, better than average to others, and not so good if it's on your LAN.
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madguy @ 15th Oct 10:20PM:
Re: [Speed] intermittent and slow Comcast HSI
So I just checked the FAQ that guy posted and it says a default domain ping of over 30 mili is a problem. So I guess my 98 mili is not so good. Wich is what I said.
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beachintech @ 15th Oct 10:32PM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
So I just checked the FAQ that guy posted and it says a default domain ping of over 30 mili is a problem. So I guess my 98 mili is not so good. Wich is what I said.
That 30 ms comment in there is wrong. So many variables can effect your ping times traversing the internet. What we really need is Everything requested of you in the FAQ that was linked: »Comcast High Speed Internet FAQ »How To Get Help!
Please post that information so we can help.
--
Tech at the Beach.
I speak for myself, not my employer.
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madguy @ 16th Oct 11:44AM:
Re: [Speed] intermittent and slow Comcast HSI
OK so i have a Arris TM602G/CT modem with firmware TS060151I_061909 model 6. Have tried 2 other modems. Router D-Link DGL-4500. Have tried another router and removing router.
--------------------------------------------------------------------------------
Status HW/FW Versions Event Log CM State RIP
--------------------------------------------------------------------------------
RF Parameters
Downstream
Freq/Power: 603.000 MHz -2 dBmV
Signal to Noise Ratio: 36 dB
Modulation: QAM256
--------------------------------------------------------------------------------
Upstream
Freq/Power: 32.200 MHz 47 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)
Symbol Rate: 5120 kSym/sec
Modulation: QAM16
Status
System Uptime: 6 days 20h:57m:51s
Computers Detected: 1
CM Status: Telephony-AC Power Iso OFF Reg Complete
Time and Date: FRI OCT 16 10:33:37 2009
Interface Parameters
Interface Name Provisioned State Speed MAC address
LAN Enabled UP 100 (Full) 00-15-CF-40-A3-A4
CABLE Enabled UP ---- 00-15-CF-40-A3-A5
MTA passWithWarnings UP ---- 00-15-CF-40-A3-A6
Log
--------------------------------------------------------------------------------
Status HW/FW Versions Event Log CM State RIP
--------------------------------------------------------------------------------
DOCSIS(CM) Events
Date Time Event ID Event Level Description
9/23/2009 0:24 12 3 Modem Failed to Register - Resetting Between Scan Attempts
9/30/2009 18:04 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
9/30/2009 18:04 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
9/30/2009 18:08 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
9/30/2009 18:08 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
9/30/2009 18:26 17000400 3 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
10/1/2009 7:09 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/1/2009 7:09 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/1/2009 7:52 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/1/2009 7:52 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/6/2009 11:31 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/6/2009 11:31 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/6/2009 12:04 12 3 Modem Failed to Register - Resetting Between Scan Attempts
***** 17000400 3 SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/6/2009 15:26 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/6/2009 15:26 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/6/2009 17:51 20000200 3 No Ranging Response received - T3 time-out
10/9/2009 13:02 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/9/2009 13:02 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
PACKETCABLE(MTA) Events
Date Time Event Level Enterprise Event ID Description MAC Address Endpoint Name
10/9/2009 13:49 5 4115 16 MTA TFTP: Successful 00:15:CF:40:A3:A6 *********************************/**************
10/9/2009 13:49 5 4115 26 MTA PROV: Successful! 00:15:CF:40:A3:A6 *********************************/**************
10/9/2009 13:49 5 4115 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS 00:15:CF:40:A3:A6 AALN/1:*********************************/**************
10/9/2009 13:49 5 4115 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS 00:15:CF:40:A3:A6 AALN/2:*********************************/**************
10/9/2009 13:49 5 4115 14 Power Supply Telemetry Log - TELEMETRY NORMAL 00:15:CF:40:A3:A6 *********************************/**************
I guess my real question is what good does this info do if noone at Comcast will talk to me about it?
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madguy @ 18th Oct 10:24AM:
Re: [Speed] intermittent and slow Comcast HSI
Am I missing something? I think I put up what You guys were asking for.
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beachintech @ 18th Oct 10:26AM:
Re: [Speed] intermittent and slow Comcast HSI
Can you post some trace routes to a few different sites as well when you are having an issue?
--
Tech at the Beach.
I speak for myself, not my employer.
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nerdburg @ 18th Oct 03:12PM:
Re: [Speed] intermittent and slow Comcast HSI
Your signal levels and SNR are good.
Do you have the same problem on different computers?
What are the lights on the modem doing when you have issues?
What are you doing when you have problems (gaming, surfing, torrents, looking at porn)?
--
[Insert Comcast employee disclaimer here.]
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madguy @ 19th Oct 10:18AM:
Re: [Speed] intermittent and slow Comcast HSI
Problem is constant now, it just varies in how bad. Two computers, a desk top and a lap top that both run very high speeds on other peoples connection with the same service, have been used. During the very worst lag-outs the connection light will go out for 30 seconds but this only happens once a week or so. Strangely when I ask Comcast about it they show my modem as not having lost connection. As of today gaming is terrible. My game of choice Guildwars posts a faq saying a ping of 200m/s or less is necessary for good gameplay. I average 350m/s with spikes up to 1500m/s. This game runs a ping every 30 seconds and posts it on the screen. Streaming video is a thing of the past. All video must be loaded in real time. Meaning a 30 minute video takes 30 minutes. Even web browsing is starting to suffer as lately I can hit about 3 sites before I lose connection. Sorry to ask a noob question but how do you post off the command page? I ran a ping to my game server from my end and every packet was lost. :( I would show it but without copy/paste I am lost.
Sorry Beachintech same problem as ping. How do I post off the command page?
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beachintech @ 19th Oct 10:45AM:
Re: [Speed] intermittent and slow Comcast HSI
»lmgtfy.com/?q=how+do+I+copy+and+···d+prompt
:) - Should help you out.
--
Tech at the Beach.
I speak for myself, not my employer.
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EG @ 19th Oct 11:25AM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
I ran a ping to my game server from my end and every packet was lost. :( I would show it but without copy/paste I am lost.
That's probably because the server is behind a firewall that doesn't allow ICMP based ping requests. Try tracing to that IP instead. It will likely timeout 100% at a certain hop, but it may reveal some clues about the connection quality of the path to the server being taken. Bear in mind that their is a return path for the packets which is involved as well which can't be seen in a forward trace and it is typically a different path.
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madguy @ 19th Oct 11:41AM:
Re: [Speed] intermittent and slow Comcast HSI
Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.
C:\Users\Chris>tracert www.google.com
Tracing route to www.l.google.com [64.233.169.99]
over a maximum of 30 hops:
1 * * * Request timed out.
2 12 ms 9 ms 7 ms ge-3-4-ur01.londonderry.nh.boston.comcast.net [6
8.87.151.65]
3 11 ms 11 ms 11 ms te-0-9-0-4-ar01.needham.ma.boston.comcast.net [6
8.87.146.194]
4 14 ms 15 ms 14 ms pos-0-1-0-0-ar01.chartford.ct.hartford.comcast.n
et [68.85.162.74]
5 19 ms 17 ms 17 ms pos-2-5-0-0-cr01.newyork.ny.ibone.comcast.net [6
8.86.90.65]
6 17 ms 17 ms 16 ms xe-11-2-0.edge1.NewYork2.Level3.net [4.71.186.9]
7 16 ms 17 ms 17 ms vlan51.ebr1.NewYork2.Level3.net [4.69.138.222]
8 22 ms 23 ms 22 ms ae-3-3.ebr2.Washington1.Level3.net [4.69.132.89]
9 23 ms 34 ms 35 ms ae-82-82.csw3.Washington1.Level3.net [4.69.134.1
54]
10 23 ms 23 ms 22 ms ae-3-89.edge1.Washington1.Level3.net [4.68.17.14
4]
11 26 ms 25 ms 25 ms GOOGLE-INC.edge1.Washington1.Level3.net [4.79.23
1.6]
12 31 ms 24 ms 23 ms 209.85.241.50
13 24 ms 27 ms 23 ms 72.14.236.200
14 25 ms 35 ms 35 ms 216.239.49.145
15 25 ms 25 ms 24 ms yo-in-f99.google.com [64.233.169.99]
Trace complete.
C:\Users\Chris>tracert 216.107.245.104
Tracing route to 216-107-245-104.plaync.com [216.107.245.104]
over a maximum of 30 hops:
1 * * * Request timed out.
2 9 ms 11 ms 7 ms ge-3-4-ur01.londonderry.nh.boston.comcast.net [6
8.87.151.65]
3 10 ms 9 ms 10 ms te-0-9-0-4-ar01.needham.ma.boston.comcast.net [6
8.87.146.194]
4 15 ms 13 ms 14 ms pos-0-0-0-0-ar01.chartford.ct.hartford.comcast.n
et [68.85.162.70]
5 17 ms 16 ms 17 ms pos-2-5-0-0-cr01.newyork.ny.ibone.comcast.net [6
8.86.90.65]
6 30 ms 22 ms 23 ms pos-1-11-0-0-cr01.mclean.va.ibone.comcast.net [6
8.86.85.13]
7 23 ms 23 ms 29 ms 68.86.86.142
8 24 ms 22 ms 23 ms 75.149.228.78
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 ^C
C:\Users\Chris>www.microsoft.com
'www.microsoft.com' is not recognized as an internal or external command,
operable program or batch file.
C:\Users\Chris>tracert www.microsoft.com
Tracing route to lb1.www.ms.akadns.net [65.55.21.250]
over a maximum of 30 hops:
1 * * * Request timed out.
2 9 ms 9 ms 9 ms ge-3-4-ur01.londonderry.nh.boston.comcast.net [6
8.87.151.65]
3 10 ms 11 ms 11 ms te-0-9-0-4-ar01.needham.ma.boston.comcast.net [6
8.87.146.194]
4 14 ms 13 ms 15 ms pos-0-1-0-0-ar01.chartford.ct.hartford.comcast.n
et [68.85.162.74]
5 17 ms 17 ms 17 ms pos-2-3-0-0-cr01.newyork.ny.ibone.comcast.net [6
8.86.90.57]
6 17 ms 17 ms 19 ms 68.86.86.194
7 46 ms 206 ms 199 ms 75.149.230.34
8 18 ms 17 ms 17 ms 209.240.199.227
9 96 ms 95 ms 95 ms ge-0-1-0-0.co1-64c-1b.ntwk.msn.net [207.46.43.17
4]
10 95 ms 95 ms 95 ms 10.22.8.6
11 * * * Request timed out.
The trace in the middle is my game server. Check out hop 9 to Microsoft that doesn't look good.
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EG @ 19th Oct 12:28PM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
The trace in the middle is my game server. Check out hop 9 to Microsoft that doesn't look good.
Looks like the server is likely behind a firewall that doesn't allow ICMP based ping requests. That is not a connectivity issue.
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madguy @ 19th Oct 02:02PM:
Re: [Speed] intermittent and slow Comcast HSI
Sorry if that comment was misleading. It was 2 comments as well as 2 senteces. Comment 1 was that the center trace was the game server I have so many problems with. Comment 2 was that the trace to Microsoft (the bottom one) showed 95m/s pings.
Wow I just noticed #7 206? What is the deal with 3 numbers for each adress?
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madguy @ 20th Oct 11:32AM:
Re: [Speed] intermittent and slow Comcast HSI
So another comcast tech tomorrow. They tell me it takes 3 service calls within 30 days to get tier 2 attention. Wish I knew that sooner. Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=67ms TTL=64
Reply from 192.168.100.1: bytes=32 time=93ms TTL=64
Reply from 192.168.100.1: bytes=32 time=2ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=2ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Reply from 192.168.100.1: bytes=32 time=1ms TTL=64
Ping statistics for 192.168.100.1:
Packets: Sent = 250, Received = 250, Lost = 0 (0% loss)
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 93ms, Average = 3ms
I know a previous poster said 30ms is not really required, but how could you ever have a good connection if you get 93ms to your home server? I mean every connection just adds on to that.
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EG @ 20th Oct 11:45AM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
Reply from 192.168.100.1: bytes=32 time=67ms TTL=64
Reply from 192.168.100.1: bytes=32 time=93ms TTL=64
That's not good for a ping to the modem but we need to know if your router was in the path when you performed that ping or is that directly connected to the modem ? I once had intermittent ping spikes like that to a home networking router that was failing when I pinged the router's IP addy.
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madguy @ 20th Oct 12:04PM:
Re: [Speed] intermittent and slow Comcast HSI
The problem I am having is consistent on 3 different modems, no router, and 2 new routers. To be honest my tests and pings come out of my DGL-4500 faster thatn a direct connection. I dont know whether its prioritizing or that it filters some noise or what but my connection definitely tests just as well or better through my router.
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EG @ 20th Oct 01:28PM:
Re: [Speed] intermittent and slow Comcast HSI
Post withdrawn.
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madguy @ 20th Oct 02:33PM:
Re: [Speed] intermittent and slow Comcast HSI
Hurray! After 2-3 calls today and 3 service calls in 30 days I have been given to the Comcast Resolution Team. They seem to actually care and are trying to help me.:) And wonder upon wonder they are going to call me (gasp) to check up and see when the problem is fixed.
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gar187er @ 20th Oct 04:55PM:
Re: [Speed] intermittent and slow Comcast HSI
how bout a different ethernet cord?
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madguy @ 20th Oct 10:04PM:
Re: [Speed] intermittent and slow Comcast HSI
One of the first techs to visit swapped my cables for the ones he stocks on his truck. There was no change.
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madguy @ 22nd Oct 08:00AM:
Re: [Speed] intermittent and slow Comcast HSI
Well it went badly. I waited through my 2 hour appointment, tech was no show. I called in and they said I missed my call. I pointed out I was on the phone with CSR during the call asking where my tech was! They said very sorry he will be there in next 3 hours. At the end of 3 hours I was told tech call was canceled because I have been referred to tier 2. I was told tier 2 tech was calling in next 3 hours. I waited almost all day for 3 appointments and nothing happened. :(
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madguy @ 23rd Oct 08:55AM:
Re: [Speed] intermittent and slow Comcast HSI
Tier 2 tech says I have reflectivity issues. Essentially he says every packet I send is partially reflecting back and mixing in with incoming traffic. Anyone ever heard of this before?
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ComTech 4 @ 23rd Oct 09:54AM:
Re: [Speed] intermittent and slow Comcast HSI
I wonder what you upstream snr looks like
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EG @ 23rd Oct 10:34AM:
Re: [Speed] intermittent and slow Comcast HSI
said by ComTech 4 :
I wonder what you upstream snr looks like
He can find out by calling in and asking. To madguy This figure can only be read from their end by them polling the CMTS. It should be 29dB or higher. Make sure that it is indeed the upstream SNR figure that they are giving you because sometimes the CSR's poll the modem by mistake and give you the Downstream figures. You can ask them about the upstream receive power level figure while you are at it. It should fall within the range of -10dB to +10dB.
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tshirt @ 23rd Oct 11:54AM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
Tier 2 tech says I have reflectivity issues. Essentially he says every packet I send is partially reflecting back and mixing in with incoming traffic. Anyone ever heard of this before?
Yup, (kindof a loose description, as up and down are on different frequentcies) That would be noisy (SNR) probably a line/ AMP/ node problem, which may require different techs to fix. Hopefully tier 2 is arranging for the right people to be sent to your area (you may never see or hear from the line guys, it'll just get fixed)
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madguy @ 29th Oct 07:29PM:
Re: [Speed] intermittent and slow Comcast HSI
Thanks for the tips. I'll ask about thatand I will ask the tier 2 tech tomorrow seeing as he is supposed to come to my house. Problem is getting worse this past week and we lost phone and internet for 7-8 hours yesterday. They made some repairs so that service is back but both don't work as well as before. My phone sometimes beeps at me for a while before I get a dial tone and call waiting 9 out 10 times goes straight to our voicemail. The internet is losing connection constantly. Worst part is I call comcast and the CSR says everything is fine and I reply "Then why did I have to call you on my cell phone?" If the phone goes out anymore my schoolteacher wife is reasonably going to insist we change service.
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gar187er @ 29th Oct 10:55PM:
Re: [Speed] intermittent and slow Comcast HSI
said by madguy :
Thanks for the tips. I'll ask about thatand I will ask the tier 2 tech tomorrow seeing as he is supposed to come to my house. Problem is getting worse this past week and we lost phone and internet for 7-8 hours yesterday. They made some repairs so that service is back but both don't work as well as before. My phone sometimes beeps at me for a while before I get a dial tone and call waiting 9 out 10 times goes straight to our voicemail. The internet is losing connection constantly. Worst part is I call comcast and the CSR says everything is fine and I reply "Then why did I have to call you on my cell phone?" If the phone goes out anymore my schoolteacher wife is reasonably going to insist we change service.
LMAO....the tier 2 tech support does not make house calls....
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madguy @ 1st Nov 09:54PM:
Re: [Speed] intermittent and slow Comcast HSI
So tier 2 tech was a really nice guy. He checked things out for a while and up dated my router firmware. Also changed my security settings for wireless around. Things definitely work better but still doesn't seem right. Now that he came out here I don't think I will get anymore help. As much as every test says my connection is good I can't help but notice that stuff works slower on my 16/3 tier than my old companies 3/1 tier service. That hurts.
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Quaoar @ 1st Nov 10:53PM:
Re: [Speed] intermittent and slow Comcast HSI
I have the same problem in northern Colorado. My modem signal strengths and S/N noise are well with specs; actually ideal. My 16/2 Mbps connection routinely goes into 3/x Mbsps where x is any random range from .1Mbps to 5Mbps.
Comcast is apparently doing something with their system to "optimize" those systems, like mine, that are less than modern, from what I glean from Customer Service.
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madguy @ 6th Nov 09:12AM:
Re: [Speed] intermittent and slow Comcast HSI
Well service still slow and dropping out for a few seconds every hour or so. No further attention from Comcast is coming as they consider issue closed. At this point I guess I am just waiting for PHIOS to come to my area lol. So far trying connections at friends houses has given a better speed on everything but dial-up. How does 3/1 dsl beat the pants off 16/2 when it works correctly (supposedly) ? I could show the tier 2 tech that down loads and streams were slow and stumbled ,but nothing that could be measured so it is "fixed". Adelphia why did you leave me? :(
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madguy @ 20th Nov 12:19PM:
Re: [Speed] intermittent and slow Comcast HSI
So on friday the 13th :o my wife tried to call me at home and it took 3 tries before she could get past voice mail and actually ring our phone. I called Comcast and a tech call was scheduled for monday. On monday the tech said he pulled error codes from every service and that he got almost all codes possible. Two hours later a maintenance worker checked in to tell us that it was a head end problem and he would pass it up the chain. We still haven't heard anything back yet.
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