Sign in with
Sign up | Sign in
Your question

No one knows, Not even the Techs from my ISP

Tags:
  • Download
  • Networking
  • Internet Service Providers
  • Speed
Last response: in Networking
Share
October 12, 2014 9:20:57 PM

So here recently, I've been stricken with this terrible download speed. Its not all the time but it happens alot and can last for hours. I'm getting anywhere between 1-6Mbps out of the 20 I'm suppose to be getting. My ping and Upload is normal.

So here's the extra kicker. My ISP has no idea what the problem is. Even after sending a tech out, who was completely dumbfounded and called several of his superiors who were also stumped. He used his meter and own laptop. His laptop showed the same results. After which he told me the signal is perfect after checking with his meter but for some reason one minute my download is fine and the next is like mentioned. He even swapped the modem out with two different others and still no change. He ended up giving up and said that hes gonna put in a work order for a Lead Tech to come out but I haven't heard anything back from them.

I've mentioned if I'm being throttled but half the people I talked to about that didn't even know what throttling was and the one guy that did said that shouldn't be the case.

I know I might not get much help other then the usual test this and that. Because believe me that's all I've been doing. But I'm gonna shoot in the dark and see if anybodies got any suggestions on here.

More about : techs isp

October 12, 2014 9:26:54 PM

Wait... How much Mbps did they promise? And what company? And what specific time were you using the internet?
m
0
l
October 12, 2014 9:29:57 PM

Can you post a speedtest?

Does it happen all the time, or does it change depending on time of day?

Using WiFi or Ethernet?

What type of connection is it; DSL, cable, fibre, or cellular?

Do other devices get full speed?
m
0
l
Related resources
October 12, 2014 9:37:11 PM

Ok, I'll try to answer all the questions in order.

@okcnaline It's suppose to be 20/2 and it is TWC. It happens alot at night and all through the night I think but also occurs at random times in the afternoon when I get on. I'm on the internet frequently through the day and it happens too much to pinpoint a specific time.

@Someone Somewhere this is the speedtest, rather good one compared to other times http://www.speedtest.net/my-result/3827814182.

I'm using Wired atm but it occurs on WiFi aswell. Happened on 3 different modems that the tech tested and on 3 different computers.

Last but not least it is Cable. Nothing gets fullspeed.
m
0
l
October 12, 2014 9:42:32 PM

sounds like there a bad switch between you and the server. try swapping your dns server from your isp to open dns server or google open dns server and see if the error stops. if it does it bad isp hardware or an overload local node.
m
0
l
October 12, 2014 9:45:11 PM

And you are positive that the security on your connection is airtight? You have changed passwords etc? Full security measures?
m
0
l
October 12, 2014 9:46:27 PM

I'm not so certain about cable...

I think that if the techs can get full speed connected directly to the modem, then it's likely to be an issue with the drop leading into your house, or termination somewhere. Almost certainly your ISP's issue.

Only other option is that your account is mis-configured with the wrong maximum speed. Again, your ISP's issue.
m
0
l
October 12, 2014 9:49:18 PM

Alright just tried changing the DNS. No go :/ 

I was using the google dns already and just swapped with 2 others. Nothing changed.
m
0
l
October 12, 2014 9:51:00 PM

Change ISP. I would
m
0
l
October 12, 2014 9:54:23 PM

@Karadjgne Yep, No one has my info and I can check to see if anyones using it.

@Someone Somewhere Yea I mentioned that to them as well about what throttling is and they said they were sure this wasn't the problem. But, these people I've been dealing with don't seem to even know what half their job is. I can imagine them being temp agency receptionist, twirling their fingers on the phone chord, popping bubble gum in their mouth.
m
0
l
October 12, 2014 9:55:33 PM

Paul NZ said:
Change ISP. I would


Trust me I would if they had anything better around here. I hate this company with a passion.

Google Fiber has our area up for consideration for next year but that's still gonna be awhile.
m
0
l
October 12, 2014 10:04:47 PM

if your in a one family home and it a few years old...find where the line comes into your home and see what kind of splitter is used. the old ones were for analog cable and block cable modems. try moving the cable modem to the main line in the basement where in comes into the home and see if anything changes. also check to see if anyone tapped off your home. if your in a condo or muilt home complex see if anyone having the same issue.
m
0
l
October 12, 2014 10:10:20 PM

@smorizio I'm actually in an apartment, been here a little over 2 months. I don't really know anyone around here to ask really.

I don't know if I can blame it on faulty wiring though because I've been here the 2 months and this is something that has only been happening for about a week? Not sure exactly but it hasn't been very long. But I'm far from an expert on that stuff so it could be something like that. I just don't know..
m
0
l
October 13, 2014 1:01:36 PM

It's 2.25 Megabytes per second. Don't worry, that seems to be the right speed. And it is possible to sometimes have a drop in speed at rush hour, like 9 o'clock, when everyone is using the net.
m
0
l
October 13, 2014 4:31:23 PM

okcnaline said:
It's 2.25 Megabytes per second. Don't worry, that seems to be the right speed. And it is possible to sometimes have a drop in speed at rush hour, like 9 o'clock, when everyone is using the net.


Um? Did you miss how this isn't normal? I'm suppose to have 20/2 not 9/2 which is whats recorded in the previous speedtest I listed. Worse case scenario it can be 1/2. If a tech is coming to your house and being baffled by whats going on then you know its not normal. Also did you miss how I said this happens all times including the AMs of the night.

Honestly I can't even tell where your getting your answer from. Maybe wrong post?
m
0
l
October 13, 2014 9:55:47 PM

Perhaps...

How old is the apartment? I guess I'm being crazy here... Cause our family had the internet down for a few days and the wires turned out to be some really old stuff. We had AT&T.
m
0
l
October 13, 2014 10:16:12 PM

Damn, I'm in almost the exact same situation, just my package speed is supposed to be 10/1.5 but it's 2.5/0.5 now. Thought I was being throttled until it happened almost every hour of the day for the past few months. Can't even play some games now :( 

Going to ask my ISP about the lines to the house, hopefully that fixes it.

Sorry, more a sympathy post than a helpful one hehe.

P.S we're also supposed to get faster speeds next year, but doubt it at this rate... :p 
m
0
l
October 13, 2014 11:37:26 PM

@okcnaline Not sure, I haven't really checked, but they look fairly new. I wouldn't say brand new but maybe in the past 5 years? They actually remodeled the pool recently though so looks could be deceiving.

@jaraldo I feel you dude, I game too. MMORPGs mainly. As you can tell, internet is kinda a big deal for me when it comes to those kinda games. But watching videos and things as well has become a chore. However today has been the lesser of evils and hasn't been AS bad.

Also jaraldo, my upload and ping has remained unaffected. Thats the slight difference in our problem and might be able to help you out a little bit. Usually when the whole connection is affected then its easier to narrow down. Good luck on your issue though and hope yours gets fixed.
m
0
l
October 14, 2014 4:27:41 AM

soggypancakegg said:
Alright just tried changing the DNS. No go :/ 

I was using the google dns already and just swapped with 2 others. Nothing changed.


Nothing changed because you didn't flush your dns settings. I would like to explain - lets say you just turned on your computer an you go to www.google.com.au then in the background your computer stores the I.P address of www.google.com in it's memory, Now you go an change your dns settings, They wont work until you clear the old I.P out of memory, Now this is done so easy, there is heaps of ways, Easy way restart computer after you change your dns settings manual. Or use command prompt, Hold down (Windows KEY) and press (r KEY), type cmd. Press Enter. Type

ipconfig /flushdns

then retry www.google.com, now dns is only used to find the address the first time, that's how it loads fast the second time on a normal machine.

Have you tried another computer on your network? If yes an the problem is identical then change your ISP otherwise work out what processes in your task manager shouldn't be running by comparing them against a list that came from a fresh installation of the version of windows you have that has never been on the net, E.g Brand new machine that hasn't been on the internet. Ask a friend? Or I will give you the list if you need it. Just takes me 30 minutes to get.

This one guy had problems when he put a router between his modem and computer, internet worked fine when it was directly plugged into the modem. The cable was faulty. Plugs on ends don't last long when you reconnect an disconnect, I fix them a lot. That can be an issue, losing volts in your cables. Volts = Speed Amps = Power.

I understand how you feel when there is no one to help, if most of us on this site had that problem at our house, we woul dprobaly fix it easy because it is easier to understand what could be the problem, we just need a little more information. Sorry if I couldn't help you...
m
0
l
October 14, 2014 7:57:40 PM

C_hiesler_2000_2000 said:
soggypancakegg said:
Alright just tried changing the DNS. No go :/ 

I was using the google dns already and just swapped with 2 others. Nothing changed.


Nothing changed because you didn't flush your dns settings. I would like to explain - lets say you just turned on your computer an you go to www.google.com.au then in the background your computer stores the I.P address of www.google.com in it's memory, Now you go an change your dns settings, They wont work until you clear the old I.P out of memory, Now this is done so easy, there is heaps of ways, Easy way restart computer after you change your dns settings manual. Or use command prompt, Hold down (Windows KEY) and press (r KEY), type cmd. Press Enter. Type

ipconfig /flushdns

then retry www.google.com, now dns is only used to find the address the first time, that's how it loads fast the second time on a normal machine.

Have you tried another computer on your network? If yes an the problem is identical then change your ISP otherwise work out what processes in your task manager shouldn't be running by comparing them against a list that came from a fresh installation of the version of windows you have that has never been on the net, E.g Brand new machine that hasn't been on the internet. Ask a friend? Or I will give you the list if you need it. Just takes me 30 minutes to get.

This one guy had problems when he put a router between his modem and computer, internet worked fine when it was directly plugged into the modem. The cable was faulty. Plugs on ends don't last long when you reconnect an disconnect, I fix them a lot. That can be an issue, losing volts in your cables. Volts = Speed Amps = Power.

I understand how you feel when there is no one to help, if most of us on this site had that problem at our house, we woul dprobaly fix it easy because it is easier to understand what could be the problem, we just need a little more information. Sorry if I couldn't help you...


Thanks for your answer, and your right I haven't tried flushing the dns. But from what you mentioned, it's not one computer but multiple including the Techs personal laptop.

As for the past 24 hours the problem has ceased to occur from what I've seen. Could be coincidence or could be fixed. As soon as I can though I will get to flushing the DNS just to be safe.
m
0
l
October 14, 2014 8:46:55 PM

Not a DNS issue.
m
0
l
October 14, 2014 9:59:20 PM

Tried to edit my post but keep getting 404 error for the site.

I finally got around to flushing the DNS and it seems to be working normal again. Gonna keep fingers crossed though. If it returns I'm gonna call my ISP tomorrow and finally give them a piece of my mind.

Thanks everyone that's attempted to help so far. You've done way more then what my ISP has even attempted to do.
m
0
l
October 14, 2014 10:00:29 PM

Definitely sounds like a poor-quality or corroded lead-in.

Can you try tracing the cable and looking for any joints or splitters? Do you have any other sockets you can plug the modem into?
m
0
l
October 14, 2014 10:21:42 PM

Still getting 404 errors when trying to reply to people on here.

@Someone Somewhere I hooked up my modem to another outlet in the bedroom the day before the Tech came. Still same issue. Idk about messing with any of the lines, don't really got experience with that stuff.
m
0
l
October 14, 2014 10:28:46 PM

Yeah, that's an issue on our end.

I'm suggesting just following the line and seeing if there's anything obviously wrong - don't need to touch it.
m
0
l
October 16, 2014 10:07:56 PM

Does the apartment get a boosted signal from an online amplifier? If so, then the Internet connection needs to happen before the amp, not after. Also, check every single cable connection you can find, I had a problem with my sons rf connector on his TV, it had broken the solder joint to ground and was making back feed that went all the way back to the cable/net splitter and killing my speeds. Make sure the first or secondary splitter closest to the box has a decent ground. You could be getting back feed through the ground from someone else's appt, depending on just how the cable is run.
Last thing I can think of, all the cables should be RG-6, same size as the ones from the wall to tv/box etc. If you find the thinner RG-59, it could explain some loss since that older-thinner stuff sometimes won't carry the necessary bandwidth or may have old/corroded connections
m
0
l
!