New Contributor III
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13 Messages
HUGE Slowdown with Premiere Internet
I was promised up to 150 Mbps with this plan, but in the last 5-6 months, it has been VERY slow. Speed test: https://prnt.sc/fh5aek I have tried doing a chat with support 3 times and every single time, no matter what I said, they either ended up disconnecting or just resetting the modem. Which did absolutely nothing. I AM connected by Ethernet and this result is generally the same throughout the devices in my house, some slower. This is very frustrating because downloads were so quick, but now it's so slow it's unbearable.
For example, in Steam, It downloads at about the same, around 33 Mbps, or ~3.9 MBps. http://prntscr.com/fh6afb
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Accepted Solution
boatfive
New Contributor III
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13 Messages
After a complete factory default reset on the router the problem was fixed. Thanks for anyone who had suggestions.
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boatfive
New Contributor III
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13 Messages
I believe the problem may be rooted in throttling because after a while, the speed will go up to 4.2 MBps and sit there http://prntscr.com/fh6b82
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DerrickW
Valued Contributor
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1.2K Messages
Have you noticed a difference with the speed between wired and wireless connections? We can take a look at the modem signal and see if that may be contributing to the speed problems you're having. Are there any splitters connected to the outlet? -Derrick
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boatfive
New Contributor III
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13 Messages
I have tested it wired and wireless, all of the speeds stay at about 33 Mbps or 4.2 MBps. I have tried this on every device in the house with little variability (none above, some below). This is VERY frustrating as I'm paying for 150 Mbps download. I have talked to different support members and they have all tried the modem signal test and every single one has turned out okay. One even reset the modem with no difference. Any other advice or help is highly appreciated.
EDIT: There are no splitters connected.
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boatfive
New Contributor III
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13 Messages
I have also tried clearing every device from the device list in the router settings with no luck. using the 2.4 Ghz SSID is even slower, so it's not like they are both outputting the same speed.
EDIT: when I said wired and wireless are the same speed, I mean the 5 GHz and ethernet.
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ChrisL
Former Moderator
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7.1K Messages
Can you try connecting a PC directly to the modem then pushing the reset button on the modem and see if the speeds are any better that way?
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Jesper
New Contributor
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1 Message
I'm observing the same poor performance recently. Through March/April I had download speeds exceeding 150mbps, the past couple of months it never exceeds 20 mbps. Weekend night in particular have been poor recently, below 5mbps, if this continues I'll downgrade. I had same performance with a lesser subscription, no reason to pay premium price for something I don't receive.
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RonnieU
New Contributor
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1 Message
Make sure they gave you a router that is compatible with your internet package. I have been having the same issues, and looked at their list and the one they set me up with is not compatible with my package, the highest it went was the package below the one I have. I had them order me one that is for my speed internet package and they knocked off the difference and credited my account for only having the speed the premium package has.
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boatfive
New Contributor III
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13 Messages
@TiffanyR
There seems to be absolutely no difference. http://prntscr.com/fiy9qm
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boatfive
New Contributor III
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13 Messages
@ChrisL
When directly connected to the modem there is an impressive difference. http://prntscr.com/fiycqu
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boatfive
New Contributor III
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13 Messages
Immediately after connecting directly to the modem and getting a huge difference, I reconnected to the router and returned to this result. http://prntscr.com/fiyjsr
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MichaelJ
Moderator
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1.8K Messages
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boatfive
New Contributor III
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13 Messages
The result from direct to modem was impressive because that is above what the service promised.
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boatfive
New Contributor III
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13 Messages
@MikeJ, in the screenshot (http://prntscr.com/fiycqu), it showed 169.77 Mbps download speed, above the 150 Mbps the service promises. Now If only I can find a way to make the router transfer this speed correctly...
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boatfive
New Contributor III
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13 Messages
@RonnieU,
Where is the list of compatible routers? I cannot seem to find it.
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