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boatfive's avatar
boatfive
New Contributor III
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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

4Mbps
poor internet connection
slow issue
  • boatfive's avatar
    boatfive

    After a complete factory default reset on the router the problem was fixed. Thanks for anyone who had suggestions.

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  • boatfive's avatar
    boatfive
    New Contributor III

    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

  • DerrickW's avatar
    DerrickW
    Valued Contributor
    Hello,

    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
  • boatfive's avatar
    boatfive
    New Contributor III

    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.

  • boatfive's avatar
    boatfive
    New Contributor III

    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.

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @boatfive

    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?

  • Jesper's avatar
    Jesper
    New Contributor

    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.

  • RonnieU's avatar
    RonnieU
    New Contributor

    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.

  • boatfive's avatar
    boatfive
    New Contributor III

    @TiffanyR

    There seems to be absolutely no difference. http://prntscr.com/fiy9qm

  • boatfive's avatar
    boatfive
    New Contributor III

    @ChrisL

    When directly connected to the modem there is an impressive difference. http://prntscr.com/fiycqu

  • boatfive's avatar
    boatfive
    New Contributor III

    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