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New Contributor
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been preferred for 5 years but never got the preferred speed.
I have been preferred customer for past five years, but my speed never hits even 20mbps. I was told that the speed has been increased from 25mbps to 50mbps for preferred, but when i do the speed test it never hits anywhere near 25mbps. I changed my modem from DOCSIS 2.0 to DOCSIS 3.0 but still the speed is below preferred. I tested with the cable directly from the modem too. Can any one tell me why my speed is hitting the preferred speed which i have been paying so far.
oklajohn
New Contributor II
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Milan
New Contributor
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well i actually replaced my modem to DOCSIS 3.0 Arris/Mororola SB6141, and i did check the speed directly through the modem, but the speed hardley corss 25mbps to the max, and it is mostly around 15 to 20 mbps. I am not sure if router has any issue. For past few days i have had very unstable connection, so i changed the modem as advised by the customer care representative. But i dont see any change in speed, so far.
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oklajohn
New Contributor II
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Milan - upgrading to DOCSIS 3.0 modem didn't help - looking at replacing router - had to post another question in the forum myself again, so no answer for you - sorry. Looks like you are getting some help from TiffanyR - that's good. Hope she finds your solution. Good luck.
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Milan
New Contributor
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Thanks oklajohn, well i have send an email to Tiffany regarding this. Hope she will find out some solution. And like i said earlier in my post, i directly connected my laptop to the modem and did the speed check, but the speed did not go beyond 25mps. I dont know if they 50mbps is actully real, coz i have not found any difference even after changing the modem, the only thing that changed is the upload speed. actually most of the time wen i do the speed check the upload speed is higher than my download speed. Just now i did the speed check, and i went down to 13mbps for download and 19 for upload. And i have mac pro
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ChrisL
Former Moderator
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It looks like your account is correct or somebody recently corrected it. Let us know if you're still having problems.
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ChrisL
Former Moderator
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I tried to fix your account however you have a promotion tied to your Internet service this is preventing from doing it without increasing your bill. This is something our sales team would be able to address for you. As for the router, wireless G routers in general are dated and not suitable for Preferred and higher speeds. I'd say it's time to consider upgrading that as well.
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Milan
New Contributor
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@ChrisL
well the unstable connection was actually resolved when i bought the new modem. But the thing is that when i do the speed test, i do not get the preferred speed. I barely hit 18mbps with the router and barely hit 25mbps directly from modem. Could you help me with the slow speed. I would really appreciate it. I am not expecting to hit 50mbps but atleast not below 30mbps.
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Milan
New Contributor
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Hi Tiffany,
Well i ran the speed test with the modem, but it still barely hits 25mbps, but the upload speed has been increased. The upload speed goes up to 30mbps, but the download speed hardly hits 25mbps. I did several test, and the worst download speed was of 13mbps. I am not sure what is causing this, but i feel unfair paying that big amount for something that i am not getting. I would be glad if it hits 30mbps. I do not expect to hit 50mpbs which is actually the preferred one, but at least 30mbps.
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ChrisL
Former Moderator
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By chance can you try testing with a different PC direct to the modem and see what results you get?
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Milan
New Contributor
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@ChrisL
I tried with my other laptop, but the speed went even more down to 10mbps, and i do not understand why i am not get the preferred speed. I wish i could attache the speed test log here. It's too frustrating, that i am paying $64 per month and the speed i get hardly 15mbps. I even spoke to customer representative last week and they told it might have been modem, so i changed the modem too, but still i am lagging speed. If i am being capped please check that, coz it is too much and too frustrating. sometimes the youtube video has to buffer.
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