Please post the following information:
Answer these "6" questions first, then answer any of the following questions that are specific to your issue:
1) Your location: City and State.
2) A description of the problem.
3) Is the issue intermittent, constant or does it occur at a specific time of day?
4) Your modem make, model & firmware version. How to find firmware version: Access modem
5) Describe any home networking if applicable. (i.e. routers, hubs, adapters, etc.)
6) List any firewall and/or anti-virus software you have installed. Include what version you have.
If you have an issue with slow or fluctuating speed:
• What HSI Tier you are subscribed to: (i.e. 6000/1000, 12000/2000, etc.)
• Post a Speed Test
• Post a Tweak Test
• Post what browser/browsers you are using while running a speed test.
If you have an issue with an intermittent connection or no connection:
• What indicator lights does the modem have and the current status of each. (i.e. constant or blinking)
• Post modem's Signal Levels
• Post modem's Log Entries
• Give a description of the cable & splitters configuration in your home leading to the modem.
If you have issues with packet loss, latency, or routing:
• Post a trace route to the server you're having issues with. Use PingPlotter for the best results. Download here: PingPlotter
• To monitor an IP address for 24+ hours to detect packet loss and/or excessive latency variability from three different locations, use: Smokeping
• A simple line test can be used from the Tools page: Line Packet Loss Testing
If you have an issue with email:
• List the program name and version you are using for access.
• Post any error message that's displayed.
Do Not post your email address in this forum. Remove it from any error message you post.
For any other issues:
• Post any additional information that may help in resolving your issue.
If you are looking for official Comcast tech support, go to:
Comcast Direct
or
Comcast Support
To start a new thread in the Comcast HSI forum:
New Topic
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by Johkal 
last modified: 2009-06-13 09:24:41 |
