Re: Dear Comcast
Posted by tim in The internet sucks! on March 21, 2008


I got a reply, but it's the usual "no our problem" BS.

Dear Tim, Thank you for your message concerning the Comcast High-Speed Internet service. I understand that it can be frustrating when your Comcast High-Speed Internet service does not seem to be operating to standard. There are a number of possible causes for the sudden drop in download times and Web page access rates, including*: 1. Lack of memory, such as insufficient RAM, or low available hard drive (disk) space 2. Size of the host server 3. Full tracking files on the hard drive LACK OF MEMORY One cause of perceived slow speeds is lack of memory, such as insufficient RAM, or low available hard drive (disk) space. If you are running other programs in the background when connected to Comcast and the Internet, they may be taking up additional resources needed for sufficient speeds. If you have more than one browser installed, or are running more than one browser, this can also take up additional memory. Our suggestion is to close some of these programs and then proceed. SIZE OF THE HOST SERVER The capacity of individual host servers across the Internet will impact your ability to transfer data. Larger servers with higher processing speeds will provide faster downloads. Once you leave the Comcast network, you will be limited by the capacity of the server that manages the information you are requesting. CHECKING THE TRACKING FILES (Cache and History) While browsing the Internet, your computer uses cache and history files to store specific information about a Web page on your hard drive. These files enable the browser to find the same pages more quickly when you access them later. The cache file stores page information for quick retrieval; a cached page is accessed more easily than the original page; frequent updates by the browser ensure you are getting the most recent version. The history file stores a running list of the sites you have visited in a given time period. Please remember each time you access a new page, new information is added to your hard drive that uses valuable space. Therefore, the cache and history files should be cleared on a regular basis--daily, if you visit a number of pages. Allowing information to accumulate in these files will slow your download speed. If you are not sure how to clear your cache, history, and cookies, I have included the link to our help site that contains the instructions with helpful, easy-to-understand illustrations. Please click on this link to view the detailed instructions clearing your cache and cookies with graphical illustrations: To improve the overall performance of your computer, I would suggest you follow the link I provided below. There are a few different things you can check, and test on your computer. If after your Internet Explorer has been reset, cache, history, and cookies cleared, and you have checked all the items located on the previous page, please send us an e-mail or chat message to a customer care specialist for further troubleshooting. To make this session as quick as possible for you, I suggest you have the answers to as many of the questions listed below as possible: 1. Have the slow speeds occurred before? 2. Have you been to these sites before? 3. What other services, if any, have you attempted to access, such as FTP, E-mail, Chat, or other? 4. Does this problem affect your mail or newsgroups? 5. Do the slow speeds occur on a daily basis? If so, have you noticed a pattern to this, such as, does it happen at the same time of day, and if so, at what time? 6. What days and times has this problem occurred otherwise? 7. What are the transfer rates you have seen in general? 8. Has this affected only one site, or multiple sites? If it is multiple sites, what are the names or URL's of these sites? 9. Do you have any ping results or trace routes to the sites that are slow on a regular basis? To eliminate any additional hardware, it will also be best if you disconnect any networking equipment you have, and ensure your computer is connected directly to your cable modem. After you have completed that, you will want to End Task on all programs you have open. In Windows that would include what is in the system tray next to the clock on the Start Bar. In the Macintosh Operating System, you would want to close all open windows under the Windows selection on the file bar. After you only have the Operating System running then you'll want to run a few tests. If you are having issues accessing one site, please ping and trace to that site. Also run a ping to your default gateway. This will give us an indication of where the problem is occurring. You can reply with the results of these tests or you can chat with one of our Online Customer Support Specialists 24 hour a day, 7 days a week at If you need instruction on how to run any of these tests, please let us know and we will send those instructions to you. *Please note: In addition to the above mentioned items, the connection you choose (Ethernet/NIC vs. USB) can also have an effect on your Internet connection speeds. Ethernet is the preferred connection for prime Comcast High-Speed Internet connection speeds. Connecting via a USB cable may limit your broadband connection speeds. To assure the proper tracking of this issue, we have created the following customer service ticket: 119193982 Please refer to this number should you contact us regarding this same issue. Thank you for choosing Comcast. We value your business. Sincerely, Christian Comcast Customer Care Specialist ******************************** The response contained in this message is intended for the addressee only and may vary from other responses depending on geography, promotional campaigns or other factors. If you are not the intended recipient of this response, please delete this message. Any unauthorized use or dissemination of the information contained in this message is prohibited. Original Message Follows: ------------------------- The following information was submitted from the Comcast Web site: Name: Tim Garrison Problem: Connection/Speed Address: ********************** City: Lafayette State: IN Zip: 47904 Home Phone: ********** Email: ******** Re: Web Form Submission: Connection/Speed Browser: Default OS: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9b4) Gecko/2008030714 Firefox/3.0b4 - Comments: I have been trying to watch an episode of "Lost" on the website, a legitimate video stream, and I can''t seem to maintain a solid video stream. I have traced this back to what appears to be a "cap" on my per-HTTP connections. The stream has a throughput report, which is showing approximately 260Kbps. This was never an issue before the Insight to Comcast migration, as I could easily maintain a 1.5Mbps stream and watch the video in HD with no latency issues. I have run several traceroutes, which indicate the issue to be within the first 5 "hops" of my connection, which implies a Comcast issue to me. I have reset my modem and router, and rebooted my computer, but the issue persists. If you would like to see the traceroute results, I would be more than happy to provide them. I''m just rather upset that I cannot make use of the 10Mbps connection I am paying for. IPAddress: ***.***.***.***
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