1)Lathrop, CA
2)Hello Everyone,
I have comcast and today i have started to experience extremely slow internet speeds. I have the blast package which is 50 down /10 up but i'm now getting 1mbps if i'm lucky. The issue all started when i reset my Motorola SBG6580 Modem. I couldn't get a internet connection because my modem was stating that it was being denied. After that and thanks to NETCOOL he was able to get me back up from his end and i had an internet connect Here is the link to the topic http://www.dslreports.com/forum/r28281273-Equip-SBG6580-qAccess-Deniedq~start=810
However after that i started experiencing slow internet speeds.
3)Constant at the moment since the whole reset issue
4)Motorola SBG6580 Firmware 6.5.0.0-GA-00-226-NOSH
5)I only have the modem with no other routers. It is connected straight to my computer with an cat 6 Ethernet cable
6) Norton Security Suite version 21.1.0.18
7)http://stage.results.speedtest.comcast.net/result/443840784.png
8)Using Google Chrome while running the test
I contacted Comcast about the slow internet speeds and this is what happen step by step.
1) Contacted Comcast customer service and explained the slow internet speed. CSR asked if i was connected wirelessly or through ethernet. I told her ethernet.
2) CSR then told me to unplug modem power adapter and disconnect all cables and wait 1 minute before plugging back in.
3) I did as asked and unplugged all the cables and waited 1 minute then connected them again.Waited for modem to power up and continued with troubleshooting.
4) CSR told me to run a a speedtest at the link provided http://speedtest.comcast.net/ and paste the link to the results of the test.
5) I followed the steps and did so only to show that the speed was still at 1mbps but upload is at 8mbps.
6) CSR then asked my modem MAC Address and i provided it to her. She then informed me that the MAC address was incorrect. However when i logged in to comcast.com and checked my account i could see my modem with the same mac address i provided to her and told her about it.
7)CSR responded with saying that if i activated the modem online then it will show up on my account but it needed to be be activated though her to get the modem to obtain full speed.
8) I agreed and provided the mac adress and s/n or modem. She told me to wait while she contacted a different department to connect the modem.
9) CSR came back and told me it was activated and good and told to run another speed test to check the speed.
10) I ran the speed test and still had the same results but worse. I told CSR about the issue and CSR stated she would send a signal to modem to reset the modem.
11) CSR sent the signal out and modem reset and came back to all lights on but then it would keep restarting it self again and again about 3- 5 times before the connection was stable again
12) The resetting of the modem took about 5-10 minutes before i reconnected and when it came back on the CSR agen disconnected from the online chat.
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