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New Visitor
kevinlewis4
Posts: 2
Registered: ‎11-26-2010
Accepted Solution

Slower speed than what I am paying for...

I am paying for the Performance 12M package. When I run the speed test I get 4.2 download and 0.34 upload. I have chatted online already with 3 different people from Comcast with no results. They all operate from the same script. Based on what I read in other places on the internet the boot file being sent to my cable modem sets it to 4.2/0.34 which is incorrect. All the signals, etc are correct for my modem..don't ask me to check that again as its been checked 3 times already. I also verified it by going to the web page diagnostics for the modem. Here's a copy of the cable modem startup for reference. Not the boot file being sent to the modem.

 

2010-11-25 21:53:13 7-Information
SNMP: Working in SNMP V1/2c Only NmAccess mode 2010-11-25 21:53:11 7-Information
INITIALIZATION COMPLETE - MODEM IS OPERATIONAL 2010-11-25 21:53:11 7-Information B401.0 Authorized 2010-11-25 21:53:11 7-Information
SEC: Co-Signer CVC from configuration file was verified 2010-11-25 21:53:09 7-Information
REGISTRATION COMPLETE - Waiting for Operational status 2010-11-25 21:53:09 7-Information
Registration file - downloaded 2010-11-25 21:53:07 7-Information
Trying to download Configuration file ... 2010-11-25 21:53:07 7-Information
Time of day - retrieved 1970-01-01 00:00:15 7-Information
DHCP - parameters acquired 1970-01-01 00:00:15 7-Information
DHCP: ACK: Setting (*) CM TFTP Boot file: d11_m_sb5120_standard_c01.cm 1970-01-01 00:00:15 7-Information
DHCP: Setting CM IP address to: 96.147.85.118 1970-01-01 00:00:15 7-Information
DHCP: Setting (*) CM Syslog Server address to: 0.0.0.0 1970-01-01 00:00:15 7-Information
DHCP: Setting (*) CM Time Server address to: 68.87.78.30 1970-01-01 00:00:15 7-Information
DHCP: Setting (*) CM Subnet mask to: 255.255.252.0 1970-01-01 00:00:15 7-Information
DHCP: Setting (*) CM Gateway address to: 96.147.84.1 1970-01-01 00:00:15 7-Information
DHCP: OFFER: Setting (*) CM TFTP Boot file: d11_m_sb5120_standard_c01.cm 1970-01-01 00:00:15 7-Information
DHCP select: Setting (*) CM TFTP Server address to: 73.226.188.1 1970-01-01 00:00:15 7-Information
DHCP: Offered (*) CM IP address to: 96.147.85.118 1970-01-01 00:00:11 7-Information
Trying to register through CMTS... 1970-01-01 00:00:11 7-Information
SYNCHRONIZED - 723000000 Hz , ucd 9

Connection Expert
EG
Posts: 42,179
Registered: ‎12-24-2003

Re: Slower speed than what I am paying for...

[ Edited ]

kevinlewis4 wrote:

 

CM TFTP Boot file:  d11_m_sb5120_standard_c01.cm


 

 

To my knowledge CC never had a rate cap/config file of 4.2/0.34. You may indeed have the wrong config file in the modem however. They have changed around some of the naming conventions recently and I'm afraid that I no longer know what yours represents. Just for giggles, this is how most of them used to look. This list is an old one and many of these are no longer valid;

 

d11_m_ [******] _bronze_c01.cm = (768/384) [Economy]


d11_m_ [******] _silver_c01.cm = (12/2)  [Performance] <<new
 

d11_m_ [******] _speedtier_c01.cm = (8/768)  [Performance Plus] 
 
d11_m_ [******] _silverpboost_c01.cm = (6/1)  [Name of tier not yet known]

 

d11_m_ [******] _stpwboost_c01.cm = (8/2) [Name of tier not yet known]

 

d11_m_ [******] _speedtierextreme_c01.cm = (16/1) [Blast]

 

d11_m_ [******] _speedtierextreme2_c01.cm = (16/2) [Blast]

 

d11_m_ [******] _ultra_c01.cm = (22/5) [Ultra]

 

d11_m_ [******] _showcase_c01.cm = (50/10) [Extreme]

 

****** denotes modem model number.

 

I will alert a Forum Moderator here of your post and ask him to respond here and clarify what this boot file now is.  "d11_m_sb5120_standard_c01.cm "

New Visitor
kevinlewis4
Posts: 2
Registered: ‎11-26-2010

Re: Slower speed than what I am paying for...

I just got off the phone with comcast tech.

 

Yes, they have been sending the wrong boot file to my cable modem for a very long time. It should be the "silver" file. He removed the modem from my account, then put it back. Now the "silver" boot file is being sent to the modem.

 

I see a few issues here that need to be brought to the attention of the management of the company:

 

1) Comcast is not testing the purchased speed on a regular basis to ensure speed and quality of service.

 

2) There doesn't seem to be any internal auditing of boot files vs service plan purchased.

 

3) The technicians I got via chat told me they couldn't modify my account settings (3 of them)  in order to do what the tech did with me over the phone.

 

4) It took me 3 online chat techs (who did nothing) and one tech via phone to fix this problem.

 

 

Kevin

Connection Expert
JamesR
Posts: 6,423
Registered: ‎09-29-2007

Re: Slower speed than what I am paying for...

Kevin

EG indicated that he has notified a moderator to look into this matter for you

It is indeed possible that you have the wrong config file

please monitor your email and your thread here for response by the Moderator/administrator.

Retired Administrator
CC_Dete
Posts: 2,486
Registered: ‎07-01-2010

Re: Slower speed than what I am paying for...

Thanks EG and James!

 

Kevin, we do place work orders through a QA process however prior to a few months ago, this was done manually. We have now automated that process, however it is still possible for an agent to inadvertently  place a bootfile and corresponding price on an account that the customer did not request. The best remedy in this case is to call us so we can have a conversation. The chat representatives are empowered to make account changes and troubleshoot. The bootfile should have been the first item those agents reviewed and I'd like to extend my personal apology for that. I will share your feedback with our chat leadership team so we can have this addressed. I've also verified that you are set up correctly, so this should not be a concern in the future.

 

Thanks for posting your issue!

 

 

Just 'Dete'
Retired Help Forums Admin