Slow Internet paying for 1Gb [English]

[MattV]

Hello, 

I have cable and am recently upgraded from 100Mbps to 1Gbps, however, I am still only receiving 100Mbps. I contacted tech support, they told me to restart. Upon following their instructions, I am still only receiving 100Mbps. 

Speedtest link: 

https://www.nperf.com/r/3227465729836537-XwVCccGx

[Claudia]

Hello MattV,

is the new tariff active according to the customer portal? Did you test through LAN? Do you get this speed each time of the day, so in the morning as well?

Kind regards

Claudia

[MattV]

Hello Claudia,

The tariff is active according to the portal, I did test through wired LAN and yes I get this speed all the time. I did upgrade from 100Mbps to 1000Mbps which may explain why I am still receiving 100Mbps.

[Claudia]

Hello MattV,

okay, I'd like to check your access to find out why your speed is so slow. Please send me a private message with your address, date of birth and the customer number. Leave a short reply in this thread after you sent the details.

Kind regards

Claudia

[MattV]

I sent the information

[Moni_GK]

Hello MattV,

with which device do you test? A device is connected to the LAN 1, which can only achieve a maximum of 100Mbit. Do you test with it?

Best regards

Moni

[MattV]

I am using my own additional router to extend my network to the second floor of my house, it says it supports 10/100/1000. My PC is hardwired to that device.

[MattV]

Here is the setup with the 100Mb device issue fixed. I am still only getting 90Mbps

[Claudia]

Hello MattV

so you made the second speedtest while your PC was directly connected to our modem via LAN? Please use the speedtest in our customer portal and log in first, in that case the results are saved and we can check them.

Kind regards,

Claudia

[MattV]

Hello,

I have done several tests, while logged in on 29 Dec 2019. I can see the speed test bounce above 100Mbps for a split second then it drops back down to around 90. I have done this while on WiFi, LAN (both directly into your router and mine) the results are the same.