analyst Silverio Jr has entered room

Silverio Jr: Hello Drew, Thank you for contacting Comcast Live Chat Support. My name is Silverio Jr. Please give me one moment to review your information.

Drew: My Issue: According to my plan, I should get 30mbps down and 6 up, but instead I'm getting 6 down and 1 up.

Silverio Jr: I understand how inconvenient to have problem with the service.

Silverio Jr: Thank you for the information. Please give me 2 minutes while I pull the account up.

Drew: okay

Silverio Jr:  While waiting, let me tell you about our COMCAST GUARANTEE. We standby our customer's needs and it's our promise to provide you the best customer experience and stand behind our products and services. If you ever have a question you can reach us 24 x 7 either online or email.

Silverio Jr: Thank you for patiently waiting.

Drew: sure thing

Silverio Jr: I run a health check on your connection, there's a good dataflow going to your premise. I ping the modem and it's responding well.

Silverio Jr: Is your computer directly connected to the modem?

Drew: okay

Drew: I can tell that there's slow speeds while browsing, and actual speed tests confirm this

Silverio Jr: Is your computer directly connected to the modem?

Drew: no, it is connected through a router

Drew: it is the only device actively using it

Silverio Jr: Please connect the computer directly to the modem and run a speed test.

Drew: I assure you that the router is not at fault

Drew: I tried connecting directly to the modem about 30 minutes ago and had the same results

Silverio Jr: You have to connect the computer directly to the modem for at least an hours so that you will get the exact speed for your connection.

Silverio Jr: I will also reset your connection.

Drew: that is not accurate, the time that you spend connected to the modem has no bearing on the speed of your connection

Silverio Jr: We highly advice that you connect the computer directly to the modem so that you can get the exact speed of your connection, not just relying on the speed test result while the computer is conected to a router.

Silverio Jr: Here is the result of the ping test:

Silverio Jr: --- 96.75.169.156 ping statistics --- 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=1 time=35.45 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=2 time=13.65 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=3 time=29.90 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=4 time=16.38 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=5 time=13.31 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=6 time=13.80 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=7 time=34.57 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=8 time=15.52 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=9 time=14.79 ms 32 bytes from 96.75.169.156 (96.75.169.156): icmp_seq=10 time=15.81 ms 10 packets transmitted, 10 packets received, 0% packet loss, time 203.18 ms rtt min/avg/max = 13.31/20.32/35.45 ms

Drew: yes, the fact that I have internet and am able to speak to you with it obviously precludes the ability to successfully ping me

Drew: I have moved my computer to the modem and my speed test results are the same

Silverio Jr: We can only ping up to the modem.

Drew: regardless, the ability to ping anything on my network is unrelated to the issue

Drew: the issue is the speed of service, rather than the presence of service

Silverio Jr: If there is a problem with the connection, there will be packets that will drop.

Drew: that is not accurate

Silverio Jr: It is.

Drew: is there another technician I may speak with?

Silverio Jr: May I please have the result of the speed test.

Drew: one moment

Drew: while I get that result, please find another representative that I may speak with

Drew: the result of the speed test: http://www.speedtest.net/result/1934533576.png