US Cable Support > Comcast HSI > [Connectivity] Comcast Extreme 50 Upgrade not running at correct

reply to kei429

Re: [Connectivity] Comcast Extreme 50 Upgrade not running at cor

I tweeted them 2 nights ago but no response yet.

Tweet again. Sometimes if you do it while no one is active it gets pushed down and they do not see it.
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»www.VAJeeps.com

I did the same thing, and it took a few phone calls. Eventually I was able to convince a tech that they needed to send the proper update to my modem. My speeds jumped from 26/6 to 62/11, consistent. Then I went onto the "live chat" and asked for a credit. I was given a $15 credit and a $7 credit by two different chat agents for the calls I had to make. The $15 was for the HSI, the $7 was for my DVR. Best of luck!!!

I am still having issues with this and no one at comcast has a clue as to what is wrong.... The last chat I had with them they said they were going to escalate the ticket and credit me 20 dollars plus an amount for each day extra that the problem continues.... I was supposed to get a call yesterday with an update on the issue and still nothing.

reply to kei429
Your modem has the wrong config file . . .You should be able to call in and have that fixed really quick.

reply to kei429
I would PM ComcastSteve Or netcool

You could also post here »Comcast Direct

Just called comcast again and told them to change my modems config file again and still no results... they are saying that its showing correctly on their end and that I should be receiving the correct speed but everytime I do a speed test my results are no different than they were before I upgraded and even just normal browsing doesnt seem any faster than it was

I would PM one of those two people or start a thead in the place. That should get results.

reply to kei429
youre not gonna see a real difference in web browsing....

if they keep saying it shows your correct file, yet your still seeing the wrong file, tell them to "roll the modem"....they need to pull it off your account, and put it back on...should fix the problem....
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I'm better than you!

reply to kei429
Below is the config. info from the OP's modem.
For future reference when posting a screen shot of your Modem
levels you should black out your Ip and Mac info.

d11_m_dpc3000_speedtierextreme2_c01.cm
Upstream Service Flow Unknown Frequency: 36.5 Mhz

QOS Profile speed_up
Maximum Bandwidth 4400 kbps
Maximum Burst Rate 10000 kbps

Downstream Service Flow Unknown Frequency: 691.75 Mhz
QOS Profile speed_dn
Maximum Bandwidth 27500 kbps
Maximum Burst Rate 20000 kbps

Your modem is still set for a 20/4 profile.
It really baffles me the problem your having in getting this fixed.
It should have taken you one phone call.
Did you post in the »Comcast Direct
forum yet?

Thank you all for the help and yes it eventually was fixed and worked great. But I recently went on a vacation and I came back home yesterday afternoon and had no internet. I reset the modem and the internet was back but now I am back to my old speeds..... Already made one call and I am already getting the feeling that I am in for a long week of them

reply to 0zero01
but if the codes on the account are correct, thats where the problem lies...
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I'm better than you!