Matt_S_'s profile

Matt_S_

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4 Messages

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Internet download speed, not what it should be.

I have the preferred internet package and yet the most I have been able to get the last few days is 17mbps.  Do I need a DOCSIS 3.0 modem to achieve the speed I pay for, or will my DOCSIS 2.0 work?  Could something be messed up on my modem?

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ChrisL

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Customers that use DOCSIS 2.0 modem with Preferred will experience more inconsistent speeds due the lack of channel bonding capability that the 3.0 modems have.  Because of this new customers are required to have 3.0 modems when signing up for this tier of service to ensure the best overall experience.  

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Matt_S_

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Last year I upgraded to the Whole Home DVR with Contour, why was I not informed that it would be better for me to upgrade to a new modem?  I've had the preferred internet service since mid 2011.

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ChrisL

Former Moderator

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I think that may have just been a timing issue, depending on when you spoke with us the speeds on Preferred might not have been as fast.  The DOCSIS 3.0 recommendation wasn't put in place until sometime last year.  Before completely blaming the modem however it may be beneficial to try testing without the router to make sure there's isn't something else going on.

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Matt_S_

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I did end up rebooting my modem and router both yesterday, and the speed seems to be more constant, but at about 17Mbps.  I just don't feeling like adding a rental fee onto my bill or paying for another modem.  I guess I will just deal with the 17mbps, and hopefully one of these days it will be enough of a pain and I'll get a new modem.

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ChrisL

Former Moderator

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I'm not sure what you have however if you're a phone customer using the eMTA modem for Internet as well as phone that would be swapped at no charge.

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Matt_S_

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I do not have the phone package I have the SB5101u.

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ChrisL

Former Moderator

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That is probably customer owned then.  There's no need to swap the modem however if you were to upgrade to a 3.0 model you would likely see more consistent speeds. 

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