Rant - Comcast Support

[redpoint5]

I'm paying $40/mo for 25 Mbps down, 5 Mbps up internet service from Comcast, but I can never get more than 2.5 Mbps upload. On Friday, chat support told me they sent "refreshed signals" to my modem, and to reboot it. That didn't help.

Since I'm a glutton for punishment, I'm back on Comcast chat, going around in circles. This Indian guy also sent "refreshed signals" to my modem and had me restart it.

... an hour later I'm talking with a 4th Indian person, and having the same exact conversation I've had with the previous "techs". I'd have a more authentic human interaction talking to my Google Home device or Siri.

Here are some of the highlights from the 2hr support chat that resolved nothing.

9:31AM
My Issue: My upload speeds are not acceptable. My paid service rate is 5Mbps, but I never get more than 2.5Mbps. Download speeds are fine. Support sent a reset to my modem last Friday, and that did not help.

Balraj 9:31AM
I understand. Let me take care of this right away.

Balraj 9:41AM
Now I am sending some refreshed signals from my end..

Balraj 9:46AM
Jon , I would request you to please power cycle the modem.
Unplug the modem from the power source to turn it off.
Wait for 50 seconds.
Plug back the modem to the power source to turn it on and wait for all lights to sync.

Balraj 9:51AM
Please run a speed test Speedtest.net by Ookla - The Global Broadband Speed Test and share the result over the chat.

JON 9:53AM
Speedtest.net by Ookla - My Results
Much worse than before the reset

Balraj 9:36AM
May I know the current status of the lights?

JON 9:37AM
All steady green

Balraj 9:37AM
Thank you for the detail.
May I know your modem is self owned or Comcast leased?

JON 9:38AM
owned

Balraj 9:38AM
Thank you for the detail.
May I know how old your modem is ?

JON 9:39AM
My modem is fine. The problem is on your end.

Balraj 9:39AM
Is that the D-Link you are using for internet connection right?

JON 9:39AM
Please escalate to the next tier of support.

Balraj 9:40AM
Yes, Jon, I am working for your High speed.
I will help to increase the uploads speed.

Balraj 10:03AM
Let me connect you to correct department so that they will assign you the acceptable speed. Please wait, while the problem is escalated to another analyst

analyst Sapna has entered room
Sapna 10:04AM
You have reached in Transition Department and we appreciate you are giving us a chance to resolve your concern today.Please allow me a moment while I go through your conversation with the previous representative. That won’t be too long.

Jon, I understand from the above chat history, you want to upgrade speed, is this correct?

JON 10:05AM
No. I want the upload speed I have paid for, which is 5 Mbps. I'm currently getting less than half that speed.

Sapna 10:06AM
let me check
I see you have signed up for performance internet $44.02\mo
with this deal you should get up to 25 mbps download and up to 5 mbps
how much upload you are getting currently?

JON 10:07AM
2 Mbps

Sapna 10:08AM
Jon, you should get up to 5 mbps up load at least if you are not getting it then it might be some technical error or issue
We are from sales team so we can upgrade the speed only

JON 10:09AM
Well, I clicked on the "technial support chat" link. I don't know why it sent me to sales.

Sapna 10:09AM
but for current speed issue we do have higher specialist technical team who deals with it
NO worries, let me connect you to right team

Shivam 10:12AM
Jon, As I have understand you are facing issue With Upload speed, Am I correct ?

JON 10:12AM
correct. I get 2 Mbps but should be getting 5.

Shivam 10:13AM
As a consumer myself, I understand the importance of a working internet connection, will help you right away. I understand the importance of a working and stable Internet connection as I also use the Internet for my work and communicating with my family. You just reached the right person and I will do my best to fix your issue.

What a relief to find out my "technician" is also a fellow internet consumer! If Comcast told me that my entire conversation was with AI, it would dismay me at how lifeless and unimaginative the programming was.

Shivam 10:52AM
Do you have connected a router between modem and computer?

JON 10:53AM
Please escalate to the next tier of support. Enough of my time has been wasted blaming my equipment and configuration. You are the 4th person I have talked to, and I have rebooted my modem 4 times.

Shivam 10:56AM
I am not blaming your equipments ! I am doing my best what I can with my system rights ! IO can also book a technician for you to check this as far as the issue will from comcast end you will not be charged !

JON 10:57AM
Please book the technician.

Shivam 10:57AM
You have a package of DL upto 25 mbps/ and UL up to 5mbps
It means this can not be exact 25 DL or 5 ul

JON 10:58AM
I haven't had even half my UL rate in at least the past 6 months.

Shivam 10:58AM
I understand you Jon!
But you were also getting much more DL speed than your package subscription at the same time !
So there might be splitting of these ratios!

JON 11:00AM
I'd like to sacrifice some DL speed if I can get close to 5 Mbps UL.

Shivam 11:01AM
Let me check the availability of date and time schedule for you !

JON 11:15AM
Are you still there?

Shivam 11:16AM
I have Tomorrow 12/06 Tuesday between 08A-10A, 10-12, 12-02P, 2P-4P
Yes, I was waiting for you !

JON 11:16AM
Early is good for me tomorrow.
8am-10am

Shivam 11:17AM
Okay ! Let me book that and I am sure it will definitely get resolved as I am also working on it at my end !

Shivam 11:23AM
Jon, Mean while I want to tell you that there is a promotion going on from comcast for limited time for few lucky customers on their account through which theywill get amazing surprising offers and deals at discounted price and they will also get better andupgraded services with the same. So if I can have a minute of yours I would like toUpdate you with this very important information regarding your account,. Shall I ?

JON 11:24AM
I'm not interested in anything except internet, so if the promotion is for internet only, I'll listen.

Shivam 11:26AM
Let me tell you the benefits and If you will not like that you can pass there is no issue with all that ! You will get fastest Internet speed as well in this deal!
Let me describe the benefits !
In internet service you will get blasting internet speed of (100 MBPS )
+ you will get Norton security +
7 email account
+ HOTSPOT facility
You also get free access to Hot Spot service with help of which you can access same services even outside your home also.
In cable service you will get free set up box + 85 (60 latino) +digital channels
The price will be $59.99 per month and the deal will be good for 12 months in contract.
The cable box will be at $0 monthly rental !
No rental fee .
No technician Charges and No set up charges !
There are no additional charges for cable !
The price will also be fixed $59.99 for 12 months !
You can watch cable online if you want !

JON 11:29AM
No thanks

Shivam 11:29AM
Our main motive is to give .you better services at discounted price !
I respect your decision ! But May I know the reason why you are passing this great deal? yu are also getting 100 Mbps speed in the same .

JON 11:31AM
I can't even get the 5Mbps UL I am currently signed up for. Lets focus on this, first.

Shivam 11:31AM
Okay ! I agree with you !

Full chat conversation below.

Balraj
9:31AM
Hello JON_, Thank you for contacting Comcast Live Chat Support. My name is Balraj. Please give me one moment to review your information.
Balraj
9:31AM
It is a pleasure to meet you over the chat today.
JON
9:31AM
My Issue: My upload speeds are not acceptable. My paid service rate is 5Mbps, but I never get more than 2.5Mbps. Download speeds are fine. Support sent a reset to my modem last Friday, and that did not help.
Balraj
9:31AM
I understand. Let me take care of this right away.
JON
9:31AM
thank you
Balraj
9:32AM
You are welcome.
Balraj
9:32AM
Let me check the root cause of the problem.
Balraj
9:32AM
In order to isolate the issue and troubleshoot successfully, I would need to ask you some questions, would that be fine with you?
JON
9:33AM
yes, thats fine
Balraj
9:33AM
Thank you!
Balraj
9:33AM
Would you please confirm, how is your computer connected to the internet, Wired / Wireless?
JON
9:33AM
wifi
JON
9:34AM
my other one is connected via wired.
JON
9:34AM
I have tested both ways
Balraj
9:34AM
Jon , I would request you to make a hard wired connection.
Balraj
9:34AM
Thank you for the detail.
Balraj
9:34AM
Let me check.
JON
9:34AM
I have tested at many times during the day and night, even at 2am.
Balraj
9:35AM
No proble,. Let me check that for you.
Balraj
9:36AM
Please stay connected.
JON
9:36AM
ok
Balraj
9:36AM
May I know the current status of the lights?
JON
9:37AM
All steady green
Balraj
9:37AM
Thank you for the detail.
Balraj
9:38AM
May I know your modem is self owned or Comcast leased?
JON
9:38AM
Self-owned
Balraj
9:38AM
Thank you for the detail.
Balraj
9:39AM
May I know how old your modem is ?
JON
9:39AM
My modem is fine. The problem is on your end.
Balraj
9:39AM
Is that the D-Link you are using for internet connection right?
JON
9:39AM
Please escalate me to the next tier of support.
Balraj
9:40AM
Yes, Jon, I am working for your High speed.
Balraj
9:40AM
I will help to increase the uploads speed.
Balraj
9:41AM
Now I am sending some refreshed signals from my end..
Balraj
9:42AM
Please stay connected.
Balraj
9:42AM
It will take some time.
Balraj
9:45AM
Jon, I have sent some refreshed signals it will take disconnect us for few minutes.
JON
9:45AM
ok, thank you
Balraj
9:46AM
You are welcome.
Balraj
9:46AM
Jon , I would request you to please power cycle the modem.
Balraj
9:46AM
Unplug the modem from the power source to turn it off.
Balraj
9:46AM
Wait for 50 seconds.
Balraj
9:46AM
Plug back the modem to the power source to turn it on and wait for all lights to sync.
JON
9:46AM
ok
Balraj
9:46AM
Our chat might get disconnect for few time.
user JON_ has left room
user JON has entered room
Balraj
9:48AM
PLease let me know once you done.
Balraj
9:49AM
Then please run a speed test .
JON
9:49AM
modem is booting now...
Balraj
9:50AM
Alright.
Balraj
9:51AM
Please run a speed test Speedtest.net by Ookla - The Global Broadband Speed Test and share the result over the chat.
JON
9:53AM
Speedtest.net by Ookla - My Results
JON
9:53AM
Much worse than before the reset
JON
9:53AM
Half the download speed now, and a little less upload speed.
Balraj
9:54AM
Jon, Please no need to worry, I am cheking that for you.
Balraj
9:55AM
Jon, Please clear the cache and delete cookies from the browser.
Balraj
9:56AM
Then again run a speed test .
JON
9:58AM
A little better this time on DL, but UL is still poor
JON
9:58AM
Speedtest.net by Ookla - My Results
Balraj
9:58AM
May I know the number how much you are getting?
Balraj
9:59AM
So that I will work more to increase it.
JON
9:59AM
It should be viewable in the link above. 2.07 Mbps upload is what I'm getting. Should be closer to 5
user JON_ has left room
user JON has entered room
Balraj
10:00AM
Thank you for the detail.
Balraj
10:00AM
Please stay connected.
Balraj
10:01AM
Jon , May I have you cleared all the cache and cookies from browser ?
JON
10:01AM
My next door neighbor has Comcast, and I just got 12 Mbps upload from his connection.
JON
10:02AM
It is not a problem with my cache or cookies. I've tried multiple computers and used a private web browser which doesn't store cookies or cache.
Balraj
10:02AM
Thank you for the detail.
Balraj
10:02AM
Let me check , Please stay connected.
Balraj
10:03AM
Let me connect you to correct department so that they will assign you the acceptable speed. Would that be fine with you?
JON
10:03AM
Yes
Balraj
10:04AM
Please stay connected.
Balraj
10:04AM
Please wait, while the problem is escalated to another analyst
JON
10:04AM
My Issue: My upload speeds are not acceptable. My paid service rate is 5Mbps, but I never get more than 2.5Mbps. Download speeds are fine. Support sent a reset to my modem last Friday, and that did not help.
user JON has entered room
analyst Sapna has entered room
Sapna
10:04AM
You have reached in Transition Department and we appreciate you are giving us a chance to resolve your concern today.Please allow me a moment while I go through your conversation with the previous representative. That won’t be too long.
Waiting for response from Balraj
analyst Balraj has left room
Sapna
10:05AM
Jon, I understand from the above chat history, you want to upgrade speed, is this correct?
JON
10:05AM
no
JON
10:05AM
I want the upload speed I have paid for, which is 5 Mbps.
JON
10:05AM
I'm currently getting less than half that speed.
Sapna
10:06AM
let me check
Sapna
10:07AM
I see you have signed up for performance internet $44.02\mo + taxes
JON
10:07AM
correct
Sapna
10:07AM
with this deal you should get up to 25 mbps download and up to 5 mbps upload
Sapna
10:07AM
how much upload you are getting currently?
JON
10:07AM
2 Mbps
Sapna
10:08AM
Jon, you should get up to 5 mbps up load at least if you are not getting it then it might be some technical error or issue
Sapna
10:08AM
We are from sales team so we can upgrade the speed only
JON
10:09AM
Well, I clicked on the "technial support chat" link. I don't know why it sent me to sales.
Sapna
10:09AM
but for current speed issue we do have higher specialist technical team who deals with it
Sapna
10:09AM
NO worries, let me connect you to right team
Sapna
10:09AM
please stay connected
Sapna
10:10AM
Please wait, while the problem is escalated to another analyst
user JON has entered room
analyst Shivam has entered room
Shivam
10:10AM
I am here to assist you.
Waiting for response from Sapna
analyst Sapna has left room
Shivam
10:11AM
Hi! It's a pleasure to have you on chat! I hope you're doing fine.I would be more than happy to assist you with your concern today.
JON
10:11AM
thank you
Shivam
10:12AM
Jon, As I have understand you are facing issue With Upload speed, Am I correct ?
JON
10:12AM
correct
JON
10:12AM
I get 2 Mbps but should be getting 5.
Shivam
10:13AM
As a consumer myself, I understand the importance of a working internet connection, will help you right away.
Shivam
10:13AM
I understand the importance of a working and stable Internet connection as I also use the Internet for my work and communicating with my family. You just reached the right person and I will do my best to fix your issue.
Shivam
10:14AM
We need to do preliminary troubleshooting. I will do remote fixing here, and you will be my hands for manual checking on the devices. If the issue requires escalation or appointment, I will be glad to process and schedule it for you.
Shivam
10:14AM
We will need to perform a few troubleshooting steps to further investigate the problem. I hope you have time to troubleshoot with me.
JON
10:14AM
yes, thank you
Shivam
10:14AM
Would you please confirm, since when are you facing this issue?
JON
10:15AM
I don't know the exact date, but at least a few months.
Shivam
10:16AM
Jon, Your your upload speed is up to 5 . Do not worry, let me make this better, PLease try to access this link and let me know the upload speed : XFINITY Speed Test
JON
10:18AM
http://results.speedtest.xfinity.com...1447044184.png
JON
10:18AM
as you can see, DL is very good, but UL is poor.
Shivam
10:19AM
Let me help you to make this better!
Shivam
10:19AM
May I know which browser you are using Jon ? (Like Google Chrome, Internet explorer or Mozilla )
JON
10:19AM
I am using all 3 of those.
JON
10:20AM
Currently chatting on Chrome.
Shivam
10:21AM
Okay! Please try to access this link : XFINITY Speed Test in Internet Explorer and let me know the results, some times browser's traffic makes a difference !
JON
10:23AM
That is not the problem, as I have tested multiple computers, and different times of day.
JON
10:23AM
IE resulted in 2Mbps UL again.
Shivam
10:24AM
Okay! No problem ! Would you please confirm, how is your computer connected to the internet, Wired / Wireless?
JON
10:24AM
wired
JON
10:25AM
This is the same conversation I had with the previous 2 technicians. Is there a higher tier support you can send me to?
Shivam
10:25AM
Okay ! Could you please tell me the modem HFC, WAN or CMAC address? It is a series of alpha numeric characters located at the back of the modem on a sticker near the barcode.
Shivam
10:26AM
Yes, you can make a contact to our advanced Support team on : 1800-934-6489, Press1 and then again press1 and then press 2
Shivam
10:26AM
Though I will do my best to resolve this !
JON
10:27AM
Let me get the MAC for you...
Shivam
10:29AM
May I know the make and model of modem device ?
Shivam
10:31AM
Please acknowledge my last message !
JON
10:31AM
cISCO MODEL dpc3008 docsis 3 MODEM
Shivam
10:31AM
Thank You !
Shivam
10:31AM
I am now pulling up the status of the device based on the CM MAC address you have provided. Please give me 2 minutes to run the diagnostic test on the equipment. Is that okay?
JON
10:32AM
yes
Shivam
10:35AM
Jon, May I have the modem serial Number please?
Shivam
10:36AM
Thank You ! Please stay connected. I am contacting with my advanced team for this issue !
Shivam
10:38AM
Jon, Is this your own modem or comcast leased?
JON
10:38AM
owned
Shivam
10:39AM
Thank You !
Shivam
10:42AM
Please stay connected.
Shivam
10:43AM
I am working on your account !
Shivam
10:46AM
Jon, Please Plug out the power cable Wait for 30 seconds and the Plug in ! We will get disconnected if you are connected with same modem! But will reconnect again!
Shivam
10:46AM
Please do not close this chat session and keep this open !
Shivam
10:46AM
We will re connect !
Shivam
10:47AM
Thank You !
Shivam
10:47AM
Please take your time !
JON
10:47AM
ok
JON
10:49AM
The modem is booting now...
Shivam
10:49AM
Welcome back !
JON
10:50AM
It's back up
Shivam
10:50AM
Please access this link on hard wired connection and let me know the results : XFINITY Speed Test
JON
10:51AM
No improvement in speed.
JON
10:51AM
http://results.speedtest.xfinity.com...1447069844.png
Shivam
10:52AM
Do you have connected a router between modem and computer?
JON
10:52AM
That is on a direct connection to the modem. Same results going through a router, and direct connection.
JON
10:53AM
Please escalate to the next tier of support. Enough of my time has been wasted blaming my equipment and configuration.
JON
10:53AM
The next door neighbors are on Comcast and get 15 Mbps upload speed.
JON
10:54AM
You are the 4th person I have talked to, and I have rebooted my modem 4 times.
Shivam
10:56AM
I am not blaming your equipments ! I am doing my best what I can with my system rights ! IO can also book a technician for you to check this as far as the issue will from comcast end you will not be charged ! If you want to contact our next level of support you can make a contact on : 1800-934-6489, Press1 and then again press1 and then press 2 , We live chat have limited access for troubleshooting !
JON
10:57AM
Please book the technician.
Shivam
10:57AM
You have a package of DL upto 25 mbps/ and UL up to 5mbps
Shivam
10:58AM
It means this can not be exact 25 DL or 5 ul
Shivam
10:58AM
Yes sure !
Shivam
10:58AM
Let me book that !
JON
10:58AM
I not had even half my UL rate in at least the past 6 months.
Shivam
10:58AM
I understand you Jon!
Shivam
10:59AM
But you were also getting much more DL speed than your package subscription at the same time !
Shivam
10:59AM
So there might be splitting of these ratios!
Shivam
11:00AM
Let me do correct for you by booking technician for you !
JON
11:00AM
I'd like to sacrifice some DL speed if I can get close to 5 Mbps UL.
Shivam
11:01AM
Let me check the availability of date and time schedule for you !
JON
11:15AM
Are you still there?
Shivam
11:16AM
I have Tomorrow 12/06 Tuesday between 08A-10A, 10-12, 12-02P, 2P-4P
Shivam
11:16AM
Yes, I was waiting for you !
JON
11:16AM
Early is good for me tomorrow.
JON
11:16AM
8am-10am
Shivam
11:17AM
Okay ! Let me book that and I am sure it will definitely get resolved as I am also working on it at my end !
Shivam
11:17AM
Please stay connected.
JON
11:17AM
Thank you
Shivam
11:21AM
We have successfully scheduled the technician's appointment. Please take note of the following important information regarding your technician’s visit. Your schedule is on 12/06. The technician will be arriving between 08A-10A
Shivam
11:21AM
Please make sure that someone 18 years or older is present during the technician's visit.
JON
11:21AM
Thank you. I will be home at that time.
Shivam
11:22AM
I am also capturing our conversation on your account so that anyone assisting you will be able to tell what we worked on today.
Shivam
11:22AM
The technician may arrive anytime within your scheduled installation window. Technicians are required to verify customer identification at the time of install, so please be prepared with a valid photo ID upon the technician's arrival at your house.
Shivam
11:22AM
Is this ' the email address where you would like to receive Comcast account related notifications?
JON
11:23AM
yes
Shivam
11:23AM
Thank You !
Shivam
11:23AM
Jon, Mean while I want to tell you that there is a promotion going on from comcast for limited time for few lucky customers on their account through which theywill get amazing surprising offers and deals at discounted price and they will also get better andupgraded services with the same. So if I can have a minute of yours I would like toUpdate you with this very important information regarding your account,. Shall I ?
JON
11:24AM
I'm not interested in anything except internet, so if the promotion is for internet only, I'll listen.
Shivam
11:26AM
Let me tell you the benefits and If you will not like that you can pass there is no issue with all that ! You will get fastest Internet speed as well in this deal!
Shivam
11:26AM
Let me describe the benefits !
Shivam
11:27AM
In internet service you will get blasting internet speed of (100 MBPS )
Shivam
11:27AM
+ you will get Norton security +
Shivam
11:27AM
7 email account
Shivam
11:27AM
+ HOTSPOT facility
Shivam
11:27AM
You also get free access to Hot Spot service with help of which you can access same services even outside your home also.
Shivam
11:28AM
In cable service you will get free set up box + 85 (60 latino) +digital channels .
Shivam
11:28AM
The price will be $59.99 per month and the deal will be good for 12 months in contract.
Shivam
11:28AM
The cable box will be at $0 monthly rental !
Shivam
11:28AM
No rental fee .
Shivam
11:28AM
No technician Charges and No set up charges !
Shivam
11:28AM
There are no additional charges for cable !
Shivam
11:28AM
The price will also be fixed $59.99 for 12 months !
Shivam
11:28AM
You can watch cable online if you want !
JON
11:29AM
No thanks
Shivam
11:29AM
Our main motive is to give .you better services at discounted price !
Shivam
11:29AM
I respect your decision ! But May I know the reason why you are passing this great deal? yu are also getting 100 Mbps speed in the same .
JON
11:31AM
I can't even get the 5Mbps UL I am currently signed up for. Lets focus on this, first.
Shivam
11:31AM
Okay ! I agree with you !
Shivam
11:33AM
To sum up, I have done the troubelshooting for fixing your Slow Upload speed of internet connection through provisioning and power cycle of your modem, added the modem device, send refresh signals booked a technician for tomorrow (betweeen 08A-10A) and have also confirmed e-mail Id on account.
Shivam
11:33AM
Do you have any other questions or concerns I can help you with today?
JON
11:33AM
No, that is my only concern. Thank you for working on this.
Shivam
11:34AM
Thank You ! We appreciate your business and value you as a customer. Have a great day.
Shivam
11:34AM
Take care !
Shivam
11:34AM
Have a Blessed day to you Jon!
JON
11:34AM
Thanks. You too
Shivam
11:34AM
Thank You so much !

[mcrews]

well, you got your $40 worth of tech support!!!!

[redpoint5]

Is it really cheaper to pay 4 different Indians for 2 hrs to not resolve a problem than to just have someone like me, who would identify the problem within a couple minutes?

I'm not bashing on Indians, only the way Comcast has choosen to deal with customer support. They can get away with lousy service only because they are part of an Oligopoly (CenturyLink being the only other realistic competition, and almost as lousy support). If they were forced to compete with many other providers, their service would have to improve.

...and the nerve to try and upsell me on service when I'm not getting the service I'm already paying for!

Please Google, bring your competition up here. Make Comcast earn their income for a change.

One more thing, what's the deal with charging loyal customers the highest rates, while offering the lowest rates to those who have no loyalty? This practice is done not only with services like internet and TV, but also insurance. Progressive insurance has status based on the number of years the policy has been held, and titles them gold, diamond, etc, but progressively increases prices during that time. I always have to cancel my policy and sign a new one to get the best rates.

I normally switch between Comcast and CenturyLink every year since their rates go from $30/mo for 12 months to something crazy like $75/mo. This keeps me in the "promotional" rate perpetually, but it's a huge waste of my time and everyone elses. I have to own both a cable modem and a DSL modem, and switch those when I change providers. I'd have switched back to CenturyLink long ago, but their fastest service in my area is only 1 Mbps upload. Why are CenturyLink upload speeds held so low? They could actually compete if they offered even 3 Mbps.

Sometimes I feel like I was born too soon...

[gone-ot]

As the GRADUATE was told: "...OTA..." (the new PLASTIC)

[redpoint5]

I'll admit, wireless has done much better than I would ever have imagined, but I don't think it can ever replace a hardline. Only so many "conversations" can be had at the same time on a particuar frequency before speed and latency are compromised.

[acparker]

Comcast and many other carriers advertise high transfer rates, which are technically feasible under ideal conditions, but they typically oversell and saturate bandwidth over dilapidated infrastructure. Most traffic is downloading video, so systems are optimized for downloading.

Google Fiber has halted expansion, cut staff by 50% and its future is in doubt.

Here in Utah, we have UTOPIA, an ill-conceived and poorly run pseudo-public Ponzi scheme that was supposed to put optical fiber in Utah's municipalities and rural counties. It started over 20 years ago. I contacted them a few years ago about when I could expect service. They told me, "never". My neighborhood was not on their maps. My city has been paying millions into this scheme since its inception, but our tax money has been used to fund limited installation in more upscale cities. If they were a private company, the owners and managers would have been thrown in jail for fraud.

I am currently using Comcast, begrudgingly, as Century Link's transfer rates are severely limited because of old, already duplexed wires. All the wiring here is at least 40 years old and suffers breakdowns during inclement weather. Neither Century Link, nor Comcast have any plans to upgrade. They only have to compete with each other. Wireless would be an option, except we get spotty coverage at best -- a rare service hole in the middle of a large metropolitan area. Just lucky, I guess.

I had a run-in with Comcast a few years ago concerning data outages. The were blaming my internal wiring and modem. I convinced them to loan me one of their modem/router packages for a couple of weeks and they logged the service. It proved that the problem was on their side, which they declined to fix -- and they tried to charge me for the borrowed cable modem and router and the tech visit. They know when they have you by the short hairs. I will say that they have some very good and knowledgeable people on staff, but the way they run their tech support negates the positives.

The only guaranteed bandwidth is with a leased line. Everything else is marketing hype, which they make sure you realize at least a few times, to make it legal.

[ksa8907]

I think im paying for 75 down. I get 85 to 90 down and 10 to 15 up. Comcast

Check out my Ookla Speedtest result. What's your speed? http://www.speedtest.net/my-result/a/2437976635

[redpoint5]

Originally Posted by acparker

Comcast and many other carriers advertise high transfer rates, which are technically feasible under ideal conditions, but they typically oversell and saturate bandwidth over dilapidated infrastructure.

The only guaranteed bandwidth is with a leased line. Everything else is marketing hype, which they make sure you realize at least a few times, to make it legal.

Yeah, except that I'm getting twice the DL burst rate (50 Mbps) that I'm subscribed (25 Mbps) to, but never get more than half the rated UL speed. If I can get 55 Mbps down all day, they can surely handle 5 up. I've even tested at 3am when there should be hardly any traffic at all. Finally, I connected to my neighbors wifi while I was on chat support and did a Speedtest. He is also on Comcast and posted 15 Mbps up. My neighbor should be sharing the same infastructure as I am, considering we're in a cul-de-sac and his house is 30 ft away from mine.

A tech should be onsite tomorrow morning, so hopefully my frustration will be placated, for a short while anyhow.

[freebeard]

I did tech support for a major anti-virus corp for 9 years. The only adequately paying job I ever had; but you had to take on someone else's pain every 15 minutes. I hated dealing with someone while they were crying about losing their job. They made millions because Bill Gates crippled Windows for the government spooks.

If download and upload speeds are unequal, you are a consumer rather than a netizen (P2P, Bit Torrent). This battle has moved on to net neutrality and zero-rating.

[acparker]

Originally Posted by redpoint5

... I connected to my neighbors wifi while I was on chat support and did a Speedtest. He is also on Comcast and posted 15 Mbps up. My neighbor should be sharing the same infastructure as I am, considering we're in a cul-de-sac and his house is 30 ft away from mine.

A tech should be onsite tomorrow morning, so hopefully my frustration will be placated, for a short while anyhow.

I live on a cul-de-sac and the neighbors are hooked up to three different circuits.

Does you neighbor own his cable modem or does he lease? Comcast likes to control the modems and if yours is a bit out of spec, the commands could be getting misinterpreted or ignored.

I bought a modem/router from their approved list, but they are always quick to blame my modem, though theirs fared no better. Its been a few years, so I probably should consider upgrading.

Good luck with the tech visit.