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Message
Service Tech is Stumped as to Why My Internet Speed is So Slow UPDATE 2
Posted on 11/12/14 at 8:31 pm
Posted on 11/12/14 at 8:31 pm
My internet plan through CABLELYNX internet guarantees up to 20 Mbs download at my house. During non peak hours I average 4 Mbs, and consistently hit speeds less than 1 Mbs during peak hours. This has made cutting the cable cord in June an absolute nightmare. The service agreement says that depending on hardware and usage load that I should not drop below 80-85% of that peak number.
The tech came out today and reported that I have a strong signal coming into my home. My router appeared to be working correctly. However, he wanted to try one of their routers to be sure. Hooked it up and was getting the same crappy internet speeds.
His only thought was that there was a bad "node" within the neighborhood's network. Essentially I'll have to check back with them in a couple of days and see if they were able to troubleshoot on their end.
Has anyone ever heard of anything like this?
UPDATE 1
Late last night I noticed that the Internet started working better. Speed test showed 18 Mbs. Ran it again this morning with similar results.
Did the new modem somehow magically fix the issue on its own several hours AFTER he left, or did he go talk to his boss and they flip some switch? I am starting to think that this is a ploy to have me rent the modem for $7/mo.
I'll be curious to see how it performs tonight during peak hours. If it keeps it up then I'll be satisfied.
UPDATE 2
Gave the new modem a shot for several days and the speed never got back to those peak speeds. Consistently ran in the 1 Mbs range all weekend. Got online with tech support and requested that a manager contact me. They sent another tech to come out today to re-register and hook up my original modem.
The manager admitted that the speed issue is a huge problem due to rapid growth of users in my area. Said he is working with systems engineers to expand their capacity, but it honestly didn't sound very hopeful. It feels like essentially I am getting the shaft.
Do I have any other options?
The tech came out today and reported that I have a strong signal coming into my home. My router appeared to be working correctly. However, he wanted to try one of their routers to be sure. Hooked it up and was getting the same crappy internet speeds.
His only thought was that there was a bad "node" within the neighborhood's network. Essentially I'll have to check back with them in a couple of days and see if they were able to troubleshoot on their end.
Has anyone ever heard of anything like this?
UPDATE 1
Late last night I noticed that the Internet started working better. Speed test showed 18 Mbs. Ran it again this morning with similar results.
Did the new modem somehow magically fix the issue on its own several hours AFTER he left, or did he go talk to his boss and they flip some switch? I am starting to think that this is a ploy to have me rent the modem for $7/mo.
I'll be curious to see how it performs tonight during peak hours. If it keeps it up then I'll be satisfied.
UPDATE 2
Gave the new modem a shot for several days and the speed never got back to those peak speeds. Consistently ran in the 1 Mbs range all weekend. Got online with tech support and requested that a manager contact me. They sent another tech to come out today to re-register and hook up my original modem.
The manager admitted that the speed issue is a huge problem due to rapid growth of users in my area. Said he is working with systems engineers to expand their capacity, but it honestly didn't sound very hopeful. It feels like essentially I am getting the shaft.
Do I have any other options?
This post was edited on 11/17/14 at 9:39 pm
5
Posted on 11/12/14 at 8:37 pm to Bmath
is he testing the line up to your house or the line to your router, maybe bad cable from house to router
Posted on 11/12/14 at 8:44 pm to LEASTBAY
They tested my signal over the internet before they ever came first. That was fine. He then tested it again at the wall and it was fine.
He did tell me that internet signal doesn't mean much about actual speed, only internet connectivity.
He did tell me that internet signal doesn't mean much about actual speed, only internet connectivity.
Posted on 11/12/14 at 9:39 pm to Bmath
quote:
My internet plan through CABLELYNX internet guarantees up to 20 Mbs download at my house.
Check your wording. Guarantees UP TO 20mbs. That means they guarantee that you will get 1,2,3,4,5,6,7,8,9,10,11,12, up to 20
So they aren't guaranteeing anything.
Posted on 11/12/14 at 10:12 pm to SG_Geaux
quote:
Check your wording
I meant what I said. I am no fool. As I mentioned earlier, digging around under their service agreements they state that regardless you shouldn't see less than 80-85% of that max speed.
The tech was absolutely shocked with how slow it was while he was there.
Posted on 11/12/14 at 10:48 pm to Bmath
quote:
I meant what I said. I am no fool. As I mentioned earlier, digging around under their service agreements they state that regardless you shouldn't see less than 80-85% of that max speed.
It was probably UP TO 80 - 85% of that max speed
Posted on 11/13/14 at 12:39 am to Casty McBoozer
Are you getting that as a Speedtest result? Because as a real life usage speed that's not horrible.
As a speed test result, that's abysmal and they would most likely look into the cause.
As a speed test result, that's abysmal and they would most likely look into the cause.
Posted on 11/13/14 at 2:05 am to jwright89
Ran several different speed tests while he was here at got less than 1 Mbs.
He got on youtube and played a video to check it. It was choppy the whole way through due to buffering.
He got on youtube and played a video to check it. It was choppy the whole way through due to buffering.
Posted on 11/13/14 at 3:43 am to Bmath
quote:
My internet plan through CABLELYNX internet guarantees up to 20 Mbs download at my house. During non peak hours I average 4 Mbs, and consistently hit speeds less than 1 Mbs during peak hours. This has made cutting the cable cord in June an absolute nightmare. The service agreement says that depending on hardware and usage load that I should not drop below 80-85% of that peak number.
Get fiber = problem solved
Posted on 11/13/14 at 7:11 am to StraightCashHomey21
quote:
Get fiber
If only that were an option here.
Posted on 11/13/14 at 9:21 am to Bmath
quote:
If only that were an option here.
and now we dable into net neutrality
Posted on 11/13/14 at 9:42 am to StraightCashHomey21
Yea, I'm not touching that one.
Posted on 11/13/14 at 10:18 am to Bmath
What's your actual router? You linked your modem as your router.
Don't pay for their shitty rental products
Don't pay for their shitty rental products
Posted on 11/13/14 at 10:22 am to Bmath
It could have easily been a signal to noise ratio issue. He could've called in the problem and the plant techs came out and found the issue and repaired it.
Posted on 11/13/14 at 10:51 am to bluebarracuda
Yea sorry, I have a bad habit of using the terms interchangeably.
The modem was the moto that I linked. My wireless router is a current gen Apple Airport. Speed issues were equally bad through WiFi and directly hardwired to the modem. Thus I ruled out the router.
I've had a theory that they were penalizing me for not renting a modem. Talking with coworkers, those that bought their own experience similar issues. Also, reading Google Reviews there are lots of people in my area getting horrible speeds.
Also the guy who installed my buddies Internet, using a personal router, advertised a side business to help optimize his connection.
Sounds shady to me.
The modem was the moto that I linked. My wireless router is a current gen Apple Airport. Speed issues were equally bad through WiFi and directly hardwired to the modem. Thus I ruled out the router.
I've had a theory that they were penalizing me for not renting a modem. Talking with coworkers, those that bought their own experience similar issues. Also, reading Google Reviews there are lots of people in my area getting horrible speeds.
Also the guy who installed my buddies Internet, using a personal router, advertised a side business to help optimize his connection.
Sounds shady to me.
Posted on 11/13/14 at 2:51 pm to Bmath
it was probably something on their line at the node that caused the issue. I was having a similar issue, (was only getting 25mb, when I was paying for 100mb)
I would put your router back in and see if the speeds change.
I would put your router back in and see if the speeds change.
Posted on 11/13/14 at 3:15 pm to Murtagh
Supposedly I would have to call and re-register my modem. Might give it a shot tonight.
Posted on 11/13/14 at 3:46 pm to Bmath
So he told you there is a problem in the neighborhood node and left.. it started working later, and your first thought is they're trying to scam you into a rental router?
It sounds like there really was a problem in the node and they fixed that. Perhaps you should plug your old router back in during peak times and test.
It sounds like there really was a problem in the node and they fixed that. Perhaps you should plug your old router back in during peak times and test.
This post was edited on 11/13/14 at 3:47 pm
Posted on 11/17/14 at 9:40 pm to Bmath
UPDATE 2
Gave the new modem a shot for several days and the speed never got back to those peak speeds. Consistently ran in the 1 Mbs range all weekend. Got online with tech support and requested that a manager contact me. They sent another tech to come out today to re-register and hook up my original modem.
The manager admitted that the speed issue is a huge problem due to rapid growth of users in my area. Said he is working with systems engineers to expand their capacity, but it honestly didn't sound very hopeful. It feels like essentially I am getting the shaft.
Do I have any other options?
Gave the new modem a shot for several days and the speed never got back to those peak speeds. Consistently ran in the 1 Mbs range all weekend. Got online with tech support and requested that a manager contact me. They sent another tech to come out today to re-register and hook up my original modem.
The manager admitted that the speed issue is a huge problem due to rapid growth of users in my area. Said he is working with systems engineers to expand their capacity, but it honestly didn't sound very hopeful. It feels like essentially I am getting the shaft.
Do I have any other options?
Posted on 11/18/14 at 12:03 am to Bmath
quote:
Do I have any other options?
This happened to me and I was able to get a really big discount on my internet bill because Cox could not give me the speed I was paying for. It took a while for them to get the correct speed to my neighborhood so I had about 8 months of slow but cheap internet.
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