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400Mbps lies

So the gigabit service recently rolled out to my area and as a result all the speeds changed for the tiers of internet, I was receiving the 300mbps package which became the 400mbps package, I had to call spectrum in order for them to change it which I thought personally was ridiculous that they wouldn't do it automatically. The customer rep claimed they had upgraded my speed however, I have done numerous speed tests and have not received speeds anywhere above what I was receiving prior. Now I use my own equipment however as a gamer its top tier to include my $300 router capable of speeds well over a gigabit so this isnt an issue on my end and my modem which is rated well above the speeds I am receiving. All speed tests were done via an ethernet cable for obvious inconsistencies that can happen when testing over wifi and everything on my network was disconnected and these tests are usually done at random hours of the night when usage is nowhere near peak. Not once have I come even close to 400mbps which I found odd because I was routinely able to break 300mbps cap before but Im not even getting speeds comperable to that now. So naturally I contacted spectrums notoriously bad customer service and had a rep screenshare and "work" on my computer which involved running a speed test himself getting the same results to which he proclaimed my speeds which havent changed in the slightest were "acceptable" for the tier I was in. Really? 100mbps slower via a wired connection is acceptable? Why am I being charged for 400mbps when their service is bottlenecking for some reason and Im not getting anywhere near that, I could understand if I was getting around 350mbps or so due to their inferior network that slows down the more my neighbors use, however my speeds haven't changed since I was supposedly upgraded and moreso are barely living up to what I was receiving prior.

33 REPLIES
Expert

Re: 400Mbps lies

copy and paste the modems signal level page for a start.

 

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Re: 400Mbps lies

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM25617555000000 Hz1.4 dBmV39.1 dB224007787
2LockedQAM25630633000000 Hz0.2 dBmV39.4 dB1465
3LockedQAM25611519000000 Hz1.3 dBmV39.6 dB1557
4LockedQAM25612525000000 Hz1.6 dBmV39.9 dB1358
5LockedQAM25613531000000 Hz1.7 dBmV40.0 dB1860
6LockedQAM25614537000000 Hz1.5 dBmV40.1 dB1262
7LockedQAM25615543000000 Hz2.1 dBmV40.2 dB1859
8LockedQAM25625603000000 Hz0.9 dBmV39.6 dB1759
9LockedQAM2569507000000 Hz1.3 dBmV37.3 dB1678
10LockedQAM25618561000000 Hz2.1 dBmV39.3 dB1457
11LockedQAM25619567000000 Hz1.8 dBmV39.0 dB1364
12LockedQAM25620573000000 Hz1.3 dBmV38.6 dB1559
13LockedQAM25621579000000 Hz1.7 dBmV38.8 dB1558
14LockedQAM25622585000000 Hz1.2 dBmV38.8 dB1672
15LockedQAM25623591000000 Hz0.3 dBmV38.6 dB1860
16LockedQAM25624597000000 Hz0.5 dBmV39.2 dB1958
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Re: 400Mbps lies

Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 Ksym/sec24200000 Hz25.2 dBmV
2LockedTDMA12560 Ksym/sec19400000 Hz24.9 dBmV
3LockedATDMA35120 Ksym/sec30600000 Hz25.4 dBmV
4LockedATDMA42560 Ksym/sec37000000 Hz25.4 dBmV
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Spectrum Employee

Re: 400Mbps lies

Upstream/Return/Tx is way too low, and the only way that can be wouldn't be because of any splitter or amps, it would have to be coming from the tap like that.

 

Below 30 dBmV at the tap is an issue and here you have around a 25 dBmV Tx at the CPE/modem.

 

We need to get maintenance to address this and it's likely a pocket outage.  Don't even need a scheduled TC for this (it's not Field Tech correctable...),  Please contact the mods here directly at Forums_Help there's a pocket outage for the taps from that active and multiple customers are impacted with internet speed.  Outages are timed too, so it's in their interest that once it's declared that it's fixed within a few minute to few hours.

 

All I can say for sure is that it's definitely a maintenance tech needed type of issue, and not something a regular TC for a field tech to be scheduled to come inside the home can fix.  And I can tell all that just from the 25 dBmV Tx reading you're getting at the CPE.


If after maintenance there's still not an improvement, and the Tx levels look better, then you'd definitely want schedule a TC.

 

 

 

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: 400Mbps lies

You have a horrible ingress issue from local tv channel 28 as well... Since it's on the home channel, that makes degradation even worst.  Somethings corroded or loose, a line amp is also haywire, this needs TWC out

1LockedQAM25617555000000 Hz1.4 dBmV39.1 dB224007787

Re: 400Mbps lies

i found out by accdnt that to get the 400 download speed you need a modem that has 24 download channels thats the only way to get the 400 download speed thats why i wanted a free technicolor 4400 but they wont gimmy 1 so im left out now havin to buy a sb8200 or netgear cm600 im gona just go ahead an get the sb8200 cuz i found out lots of ppl already have em installed n workin on spectrum
Spectrum Employee

Re: 400Mbps lies

*raises hand* Using a Surfboard myself @DR_Stranger_Who , and kudos for doing product research!  (too few people do that these days it seems, so good on you sir!)

 

Personal I prefer non-rental/customer-owned equipment, but I can see the advantage in rental/leased modems for non-tech savvy people.

 

Has your local hub gone to 32 channel downstream yet?  Mine just did a few weeks ago.  Guess that's a good sign they're putting money into upgrading CMTS equipment.

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Expert

Re: 400Mbps lies

Throwing modems at obvious signal issues is a waste ot money  and time.. The coaxial side needs to be cleaned up first.

 

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Re: 400Mbps lies

The title comes from obvious frustration by a lack of customer service and shady business practices in my region, I appreciate the tips I spend hours on the phone getting transferred to multiple people usually in overseas call centers to deal with any issues weather its billing or performance related, hopefully the info you and others gave me will help steer me in the right direction with dealing with them. What department do i ask to be transferred to for this when i call the customer service number and inevitably get an answer in India?