Thema "Re: Internet speed not matching the contract" in Archiv_Störungsmeldungen-Internet-TV-Telefon-Kabel

Internet speed not matching the contract

komarkzy — Sat, 07 Mar 2020 13:24:03 GMT

Hi,

I've upgraded from 400mbit/s to 1000mbit/s a few days ago but the speed has not been updated.

I'm constantly getting around 350mbit/s - I've tried testing at various times of the day (mornings, mid-day, super late at night) and I'm constantly getting the same resoults. That said DL around 350mbit/s and Upload on expected level of 50mbit/s.

I'm connected to the router via cable ofc. with a 1GB/s connection.

It looks like an issue with the signal quality as I've been having the same issues while I was still on 400mbit/s.

Can someone take a look at this please?

Thanks!

Re: Internet speed not matching the contract

Claudia — Mon, 09 Mar 2020 17:11:09 GMT

Hello komarkzy,

what speed do you get in your home network? Did you test with different devices? Did you test on weekdays in the morning as well or rather on weekends?

Kind regards

Claudia

Re: Internet speed not matching the contract

komarkzy — Mon, 09 Mar 2020 23:03:27 GMT

My home network works fine. I'm getting 1GBE speeds over cable.

Below some screenshots of file copying speeds in my network.

Re: Internet speed not matching the contract

Moni_GK — Wed, 11 Mar 2020 10:41:47 GMT

Hello komarkzy,

ok the connection in the home network looks good. So I would like to take a look at the line. Please send me a PM with your customer data (name, address, customer number and date of birth).

Then please contact me again here when you have sent me the data.

Kind regards

Moni

Re: Internet speed not matching the contract

komarkzy — Wed, 11 Mar 2020 11:04:07 GMT

I've just sent the data over Private Message.

Thank you!

Re: Internet speed not matching the contract

Moni_GK — Thu, 12 Mar 2020 12:50:32 GMT

Hello komarkzy,

do you never get more than the 350Mbit? Please test the speed with the Microsoft Edge and our speed test.

Best regards

Moni^mmk

Re: Internet speed not matching the contract

komarkzy — Thu, 12 Mar 2020 23:23:34 GMT

I've poseted this already in my initial post, but here it is again. Screen below.

Can you pelase just schedule a techician visit to inspect what's going on?

Re: Internet speed not matching the contract

ERFD — Mon, 16 Mar 2020 07:29:53 GMT

Hello komarkzy,

the signal values at your modem are perfectly ok. No technician can change anything here. Is the device you are testing able to implement this speed? We can gladly instruct the technician. He will come with a Gigabit capable device and measure at the connection. If his values are significantly better, the deployment costs 99.50 euros.

Best regards Fred

Re: Internet speed not matching the contract

komarkzy — Mon, 16 Mar 2020 08:28:59 GMT

It's a newly upgraded connection and the modem is exactly the same one that you've sent me (the one that's advertised with the 1Gbe internet) so I assume it's the right one.

If it's not the quality of the signal then it must be something else. I clearly capped somewhere around 350mbp/s.

I've seen other threads on this forum where people have similar issues and often a removal of some devices in the networking racks is discussed. This is a technical issue that I'm unable to solve myself. Please assist and schedule a technician to take a look at it. I've ignored it in the past as the difference between 400mbit and 350mbit that I was getting wasn't that big, but now that I've upgraded is basically a third of the speed I should be getting. I won't let this one go.

Re: Internet speed not matching the contract

ERFD — Tue, 17 Mar 2020 08:50:42 GMT

Hello komarkzy,

have you ever tried connecting to IPerf or downloading one large and multiple files? Is it so identical or are there such differences?

Best regards Fred

Re: Internet speed not matching the contract

komarkzy — Tue, 17 Mar 2020 11:58:25 GMT

The fastest download speeds I'm getting is about 42-44MB/s which reflects the 350mbit.

Can you please schedule a technician to inspect the line please on site please?

Clearly if you can't see the issue in the software side it must be related to hardware.

Is there a English speaking tech line support line that I could call to discuss this faster?

Thanks

Re: Internet speed not matching the contract

komarkzy — Wed, 18 Mar 2020 12:51:20 GMT

I've called the hotline and with use of my broken German managed to fix the issue with the agent.

From what I understood new modem settings were re-applied, it got restarted and the speeds now looks to be fine.

This thread can be closed,

Thank you

Re: Internet speed not matching the contract

Tobias — Wed, 18 Mar 2020 13:09:42 GMT

Hey @komarzky,

sorry for the late response, got alot of work to do 😞 Thanks for your feedback, im happy it now works! Im gonna close this thread then.

Regards

Tobias