I am on the Performance 25mbps package with a Motorola SB6120, internet-only. I routinely get 28mbps regardless of time of day. The service is typically rock-solid, I never have congestion issues and the last outage was at 2am about 2 years ago.
However, there is a small problem that has "plagued" my account since last summer. My account will frequently get knocked down to speeds of ~7.7mbps down, 1.50mbps up.
This happened last July, I called in, and the rep fixed it in 5 minutes. My speeds were back to normal. On her end, I believe she sent a refresh signal to the modem. I did this from their automated system numerous times to no avail, they do it once and it works.
It happens again around November last year. I call in, this time the rep tries it and it doesn't work the first time. She wants to have a tech scheduled. Whatever, she schedules a tech. I just call back, get a different rep to fix it in 5 minutes again, and then cancel the tech visit once fixed.
So now this has happened a third time on April 30. I had to call twice. The first rep was completely useless...said my speed should be "equally divided" among all of the (15) devices in my house which is why my speed is slow. Ok. After 15 minutes I realize I'm getting nowhere with him, he just says my modem looks good and "thanks for being a comcast customer."
I call in a second time, different rep fixes it in 5 minutes.
Every time I try the automated modem refresh it never works, but when I call in and the rep does it, it works.
I'm still scratching my head why their system knocks me down to those speeds on occasion. It's never variable or erratic. It's either 28mbps/5.5mbps when it works, or 7.7/1.5 when it doesn't. There is no in-between.
Now...the 3rd time this happened (this time) I noticed my modem rebooted overnight. However in the past, my modem was up for several weeks and the slow/shaped speeds occurred without a reboot.
The only major event in the modem log that caused the reboot was "Cable Modem Reboot due to IP loss" and then "MIMO Event MIMO: Stored MIMO=-1 post cfg file " after it rebooted.
My signals are all good - 1dBm on all downstream power and ~47dBmV on upstream power level.
Has this happened to anyone else? is this a common account provisioning problem or signal issue? It's always a pain calling them about this.
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