Slow Download Speeds? Paying $200/mo for $100/mo speeds....

I just ran the speedtest from the Comcast Business site and this is the result...we pay for 150/20!!!!!!!

Funny Comcast is basically saying their own internet connection speeds are slow!

Hello Wimsatt and welcome,

Could you answer a few questions that might help up assist you:

1. What Comcast Gateway model are you using and can you share the Firmware version that is has?

2. Are you running speedtest.comcast.net from a computer that is enet cable directly interconnected to one of the LanPorts 1-4 on the rear of the modem?

3. Could you share some addtional brevity pertaining to your network structure?

Look forward to hearing from you.

1. What Comcast Gateway model are you using and can you share the Firmware version that is has?

2. Are you running speedtest.comcast.net from a computer that is enet cable directly interconnected to one of the LanPorts 1-4 on the rear of the modem?

Yes. Comcast technician came out and tested the speeds from the modem just as I had and the speeds of course tested fine.  I just ran a dozen ping and traceroutes FROM the modem's own diagnostic tools over the course of three minutes.  So not on my pc, my laptop...  Here are the results from those tests:

Link to photos:http://imgur.com/a/SSgxu

3. Could you share some addtional brevity pertaining to your network structure?

All tests were completed while connected to the modem.  I've connected to a wireless router which is connected to the modem, over my 10gig lan and I've also connected directly to my Cisco 3850 layer 3 switch which is connected to my Fortigate firewall(which I created a non-filtering policy for my IP).  All connections show packet loss and latency.

I am now losing all internet connectivity every 10-15 minutes for approximately 15-30 seconds.

Just tested again this time only while directly connected to the modem and the results are as follows:

1st test: 45 down/ 15 up

2nd test: 15 down/ 8 up

3rd test: Couldnt finish the download test.  Connection timed out.

We have a technician scheduled to come out next Monday at 8:30am.  The "Tier 1" support couldnt find anything (by doing ping tests ) so they warned it could cost us $99 for the truck to come out on site and no issues are found.

I bet $99 the issue is "fixed" while the technician is here and an hour after he leaves we run into the same packet loss/poor signal issues....

Hello Wimsatt,

Can you tell us when did this issue first began; was it from the start of your service?

Thank you

---

@Comcast_Jon wrote:

Hello Wimsatt,

 

Can you tell us when did issue first began; was it from the start of your service?

 

 

Thank you

---

Yes,

The technician did not physically arrive and speak to us however from 8:30am ET to 9:45 ET we loss internet about every 3-5 minutes and now our speeds are up to about 80/20.  I would imagine he/she did some work this morning outside somewhere and neglected to speak to us.  Speeds are still about half of what we pay for and we are still dropping packets.

For example, I leave our hosted help desk website open all day long and it performs refreshes about every 30 seconds to a minute and on this new comcast connection I'm constantly seeing "Operation Timed Out" when checking the page.  This did not happen on our T3.  

I have two corporate departments that rely on many SaaS platforms and they are experiencing the same issues.

PS.  This is not an issue on my residential comcast connection.

Wimsatt,

We apologize for all the tribulations you are having with our service.

Based on your post it appears our line techs are working on the issue.

There cases when the work is done further up the coax cable and in such cases our techs won't be able to interact directly with customers. That said our tech support team should have reach out to you and convey it. I will forward this comment to our management team.

For the community can you clarify this line for us?

"I have two corporate departments that rely on many SaaS platforms and they are experiencing the same issues."

Thank you

"I have two corporate departments that rely on many SaaS platforms and they are experiencing the same issues."

We have departments that log into hosted services and the pages are not able to refresh due to poor connectivity.

We still have issues and it's getting worse.

---

@tmittelstaedt wrote:

Replace the modem.  Others on the forum have complained about Netgear cable modems not having strong enough CPUs for high bandwidth you can look through the archives and find their posts.  The normal default modem they seem to be handing out nowadays is the Cisco, strange you did not get one.  Or you can knock the speed down.  Going from 3MB to 150MB seems excessve to me and liable to break things people have forgotten about like 100BaseT switches and so on.

---

This sounds right to me.  At 7am when only a handful of users are on the network the modem is steady and reliable.  Around 8-9am once most of our users are online is when the modem starts to fail. The comcast tech was out yesterday and replaced it with the same modem.  Im calling him now to inquire about possibly replacing the modem with a different model.

The same happened to us, haven't had it a full month yet and its slow. Our numbers were lower than that!

Also as a FYI if you are using your own router (comcast modem is in bridged mode) most SOHO routers cannot handle 150MB down.  For example a Cisco E2000 cannot and that one isn't very old.

I recommend anyone running bandwidth at that level, unless they need static IP addresses, they have Comcast put the modem into Bridged mode and run a modern PC with 2 nics and pfsense or Untangle.  Untangle has a free version that is very slick and easy to install.

I don't believe anything other than the Cisco BWG has the CPU for 150MB down.   Also note that Comcast is trialing yet another newer version of the Cisco BWG in California.

Please note that that thread is older and there is a confirmed bug with SIP ALG on the Netgear that affects download speeds, which was not known about when that thread was posted.

The Netgear is certainly good for up to 50Mb down by 10Mb up I know that from experience.

Thank's for reporting back!  It confirms my belief that the Netgear's CPU is too slow for the highest speed tiers, even if SIP ALG is turned off on it.

Sadly, the Netgear is the only business device in the Comcast lineup that properly works with IPv6.