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Impossibly slow cable speeds..


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#1 drdoom76

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Posted 08 November 2012 - 01:44 AM

Just bought a brand new HP laptop a few weeks ago. Put in internet last Monday. After installing the "mandatory" comcast's Constant Guard™ Protection Suite, before downloading the provided Norton download, my computer does not go anywhere on the internet. At first I was getting "No page can be displayed" pages EVERYWHERE. After uninstalling, I am pulling around 250 KB/s download and 2000 KB/s upload. This does not make any sense to me. Running Windows 7, 64 bit. Router: Belkin N150. Modem: Provided by Comcast. I've tried restoring to a previous time, malware and virus scans, and ipconfig renew. Anyone have any advice for me? Thanks in advnace.

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#2 noknojon

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Posted 08 November 2012 - 04:35 PM

Anyone have any advice for me?

Yes, should be plenty (I hope) -
installing the "mandatory" comcast's Constant Guard™ Protection Suite << I believe this can be removed - Queen-Evie should confirm this -
downloading the provided Norton << This option is usually just to make sure you have an Antivirus - Remove it - Did you have another a/virus installed ??
Router: Belkin N150. Modem: Provided by Comcast. << They should reset your Router / Modem settings if required (free)

Comcast is known for quick setups that require fine tuning and they get a lot of calls on bad setups -

You will have a Service number to call - Use it now so they can fix your settings as soon as you get a chance -

I am pulling around 250 KB/s download and 2000 KB/s upload. This does not make any sense to me. << Sounds like it should be reversed ??
Is this result from Speed Test Site ?? As they seem the most reliable for download and upload tests.

I've tried restoring to a previous time << You need the current settings that have been installed by Comcast, not older ones -

Final line from me - Call Comcast A.S.A.P. and have THEM check why their install is faulty - Grab a coffee and a well charged phone and wait :rolleyes:

Thank You -

#3 Queen-Evie

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Posted 08 November 2012 - 05:59 PM

Constant Guard Protection Suite is NOT mandatory in order to use Comcast internet service. You can use whatever you want for security.

Did you uninstall only the Constant Guard portion of the suite? Or did you uninstall Norton also? If you installed Guarded ID and the Xfinity Toolbar did those get uninstalled?

Comcast does not have a stellar history when it comes to branded software. You don't need anything they hype. You also do not need any software installed in order for the modem to work.

I suggest you post in the Comcast Help Forums. If nothing else, your issue can be escalated to the forum administrator who can set the wheels in motion for a resolution.

Those Forums are provided to Comcast customers, and are a great resource for vendor specific issues. There are Forums for computer issues, email issues, security, internet, cable tv, CDV, billing, and customer service.
Many times we, the users there, can provide answers tech support and customer service can't.

edit to add: do not fall for Easy Solve by Comcast. It solves nothing. You can find a review I wrote about it in several places in the Comcast forum. Search for Easy Solve. Those topics will have the review in them.

Click the link below. The forum landing page will open. Click Sign In. Log in with your Comcast user ID (the part before .net) and your password. You will next see a first time forum users page, asking you to choose a screen name for use in the Forums. Once you set that up, you'll be taken back to the landing page. PLEASE DO NOT USE YOUR COMCAST EMAIL NAME FOR YOUR FORUM USER NAME.

http://forums.comcast.com/

Before posting, take a moment to read the Posting Guidelines. The link is on the top right hand side of the page.

Then choose the appropriate board to post in. In your case start out in the Connectivity and Modem Help forum. Please read this post Connection Troubleshooting Tips . It is the 4th one listed.

One thing to be aware of: By default you will be notified via email every time someone replies to a topic you have started or replied in. If you do not wish to receive the notifications you can disable them by clicking My Settings/Subscriptions & Bookmarks tab. Uncheck the box next to Automatically subscribe me to topics I participate in. Scroll down and click Save.

(Once you get to the forum, save the page to your favorites/bookmarks. If you want to get to it from the Comcast home page, you have to jump through hoops to reach it)

We have connection experts who will do their best to help you. You may get better help from them than you do from someone on the phone.

Edited by Queen-Evie, 08 November 2012 - 06:14 PM.





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