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Did the Comcast rep just BS me?

A

akshatp

Diamond Member
I was noticing slow upload speeds, so I did a quick test on SpeedTest.net and got 16mb down and 0.03 Mbps up. (not a typo, really 0.03 is what i got)

I called up Comcast business CS, and the rep first said there are no outages in the area, and then after some checking came back and said "oh there is an unreported outage of a signal to noise outage" or something to that effect.

Did he just want to get off of the phone, or is something like that plausible? If the outage was unreported, how did he find out about it lol?

Edit: Shoot, wrong forum. Mods please move.
 
Possibly.

Also, I have found lately that Comcast is sucking in my area. Tech support is OK, phone support is shit, and the data stream is unreliable. We just swapped over to FIOS. It will be hooked up next week. Maybe when they lose a buttload of customers they will take a hint.
 
he probably checked with his coworkers. There has to be X number of calls reporting problems before there is an "outage".
 
Rudeguy said:
he probably checked with his coworkers. There has to be X number of calls reporting problems before there is an "outage".
Click to expand...

Interesting... Does the "problem" he noted make sense to only affect upload speed and not download speed? I have never heard of that before.
 
akshatp said:
Interesting... Does the "problem" he noted make sense to only affect upload speed and not download speed? I have never heard of that before.
Click to expand...

dunno...I don't work in repair. I am also not speaking as an employee of any cable company.
 
I didnt think you worked in repair, I was just curious if anyone in general had heard that kind of a response.
 
I went over to my dad's house. He pays for 8Mbit. He was getting about 1Mbit. It was consistent like that for nearly year.

I called the cable company to get that fixed. The guy came over, gave a bunch of mumbo jumbo about testing the line strength and noise. He then called up the office and said "reset the connection to 8Mbit" or something like that.

I'm convinced that they figured out my dad was a low bandwidth user and change his speed to 1Mbit and hoped he wouldn't notice.
 
akshatp said:
Interesting... Does the "problem" he noted make sense to only affect upload speed and not download speed? I have never heard of that before.
Click to expand...

Broadband connections work on a circuit---if the upstream part of the circuit is having issues, then yes, your upload speeds would be affected. Could be a bad node or something in the neighborhood.

I work for an ISP, and we often won't know about outages until we get a certain number of calls reporting the problem.
 
the cheapest fios plan that i could get in richmond...

736454790.png
 
OP make a post on the DSLreport forums comcast support section, they actually help and do shit. They are real Comcast reps.

I had some idiot mess around with my setting when I called, had no internet for a day, I used my phone and made a post at 8am I got an email to see if it was fixed, and it was. And he explained exactly why.
 
736512562.png


it lies. when i saturate the DL for more than a few mb, it goes down to 13-15 mbit download.

i dont get why ping is so high for something only a few miles away...
 
akshatp said:
Interesting... Does the "problem" he noted make sense to only affect upload speed and not download speed? I have never heard of that before.
Click to expand...

could it affect upload and not download? yes..

upload and download are on two separate frequencies.

if there's noise in the returns path, it could cause a problem with uploads. If SNR was out of "spec" it could be an issue.

couldyou post your SNR? for SNR... you'd really like to see:

QPSK: 15 dB or higher recommended.
16 QAM: 21 dB or higher recommended.
64 QAM: 27 dB or higher recommended.
256 QAM: 33 dB or higher recommended.

There is no upper SNR limit, although in practice 40 dB is about the highest you'd want to see.

You can tell what your Downstream SNR is from your modem's internal page.
From my modem's internal web page:

Signal to Noise Ratio: 39 dB
Modulation:QAM256
 
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