Not getting internet speeds i am paying for

supertiki2802 · Jul 9, 2018

I am paying for 500 mbps download speed, and according to speedtest.net, I am getting roughly 50-90 mbps. We have already contacted Wow, our ISP, and they say that "I have a slow computer", and they are getting full speeds. I am connected using a cat5e Ethernet cable, and I highly doubt that the reason for the slow speeds is my computer. Is there a reason that my computer would not be able to accept speeds higher than 90mbps? In my network settings, it says that my Ethernet speeds can be up to 1.0gbps

COLGeek · Jul 9, 2018

What is the make/model of your router?

supertiki2802 · Jul 9, 2018

COLGeek :

It is an Arris DG3270A

nobspls · Jul 9, 2018

The ethernet may be good for 1Gbps, but your laptop, PC, wifi, etc. may EASILY fall short by a factor of 3 to 10. You have not even proven that you are getting 1000 full duplex autonegotiated on your ethernet connection.

COLGeek · Jul 9, 2018

What are the specs for the computer you are measuring performance with?

supertiki2802 · Jul 9, 2018

COLGeek :

i7-4790k
GTX 970 4GB
16GB DDR3
Gigabyte Z97X-UD3H-BK

Also, it is a brand new modem, just installed by ISP last week, when we upgraded internet service.

jsmithepa · Jul 9, 2018

supertiki2802 :

Don't go by "can be." Must verify on your own.

I suggest another CAT5 if u haven't already tried. To verify whether u really have 1 gig ethernet, verify the blinking LEDs next to the RJ45, open the manual and verify which LED says to signify what, or under Windows, right-click on NIC's property and it should tell you what the actual speed connection achieved.

After that, u may want to go into the Arris status screen and look for under par signal strength and noise, which can signify possible bad house coax wirings.

COLGeek · Jul 9, 2018

The PC and router are certainly capable of gigabit speeds. How are you measuring performance?

Karadjgne · Jul 10, 2018

A lot depends on the hardware between your router and the isp. The further you are from a node, the slower your connection. Also there are sometimes bad connections on bumps, you'd have to run a ping test to see if your routing is actually good and not suffering lag at other junctions. There's also local traffic that'll change possible bandwidth, a test run when everyone in the neighborhood is online will show slower results than in the dead of night when ppl are asleep.
Windows has had some major upgrades, which have affected audio, graphics, USB and Lan drivers, so if you have older chipset drivers, they could be in conflict, check your motherboard support site for updates.
You could also be suffering interference, RF mainly, from a bad ground in any equipment, including splitters and/or amplifiers on the house. Splitters alone can cause massive drops if there's more than one, and it should be a decent splitter, not the uber cheap variety. The wiring itself might be suspect, even a single kink in the service wire will have bleed to ground, where certain bandwidths are basically nullified.

There's half a hundred different possibilities, sorry, and may not have anything to do with your pc or the router, or they might. Kinda impossible to label just one until you personally can rule them out.

supertiki2802 · Jul 10, 2018

COLGeek :

I have been measuring performance with speedtest.net, and I normally have a ping of 30ms, and a download speed anywhere from 50-100 mbps, but never over. Also, I have just replaced the ethernet cable with a cat7 (overkill, i know), and the problem is persisting.

COLGeek · Jul 10, 2018

How far from town do you live? Have you measured performance with any other device than your aforementioned PC? Any change in performance using alternate cables/router ports?

What other devices are connected to the same coaxial cable that is connected to your cable modem/router/gateway device (splitters, cable boxes, etc)?

supertiki2802 · Jul 10, 2018

COLGeek :

I live a couple miles from town, and I have tried with a Samsung Galaxy over wifi, which seems to get some faster speeds (into the 200mbps range) which seems acceptable because it is over WiFi, but still isnt close to the 500mbps I am supposed to get. I have a second router and a TV Cable box connected using the same coaxial cable, but I have unplugged them to do a test, with the same results. I get the same results with all of the cat5, cat5e, cat6, and cat7 cables I have found, and also all of the router ports.

At this point, I am really doubting it has something to do with my computer, and I think that my ISP has a problem that they are either not willing to fix, or they are not aware of. I really have no problem with my current speeds, but it does not make sense to pay this amount for a service if I am not receiving what I am paying for.

I haven't said it yet, but thank you for your help thus far, I really appreciate your effort in helping with this problem!

kkiwi855 · Jul 10, 2018

supertiki2802 :

Its a common trick that ISPs display their internet speed plans in MegaBITS instead of Megabytes so for your internet 62.5 megabytes is normal

supertiki2802 · Jul 10, 2018

The problem is not the case of different units, mbps vs MBps, I am completely positive that the amount I am paying for is 500mbps, and that I receive 50-90mbps, the same unit for both.

The Paladin · Jul 10, 2018

so when you do a speedtest you got a download speed of ?and upload speed of.?
ad you tested this from PC connected directly to the router ?

I suggest using the following speed test if you live in the USA, I am sure there are similar world wide, best use local server for fastest speed possible.
https://www.megapath.com/speedtestplus/

Please bring up device manager and identify your network card for me please, make and model indicates in device manager.
if your unexperienced with device manager, you will need to let me know what version of windows you are using so I can guide you through it.

Karadjgne · Jul 10, 2018

Down 130Mbps, Up 13Mbps, latency 24ms, jitter 8ms.

On my phone sitting in the back yard, router is an old Asus RT-N66U (a/b/g/n) N900. Using 5GHz. If I use the 2.4GHz, Down is 54Mbps, Up 13Mbps, latency 27ms, jitter 9ms. Im in Nashville TN, the local server used was Toronto Canada...

lindstrom · Jul 11, 2018

In the network properties what does the link speed say?
Try using another computer or laptop connected by Ethernet and run different speed tests to make sure it is not your PC that is the problem, if you consistently get low bandwidth keep calling your isp until they resolve your problem.

The Paladin · Jul 11, 2018

Seriously you may think it is them but until you check everything you have, it could be you.

1. still waiting for the detail on the hardware on your network card being used.
2. result on 2.4GHZ Wifi seems normal enough to me, it looks pegged at 54Mbs (standard speed of a N900 Router)

Karadjgne · Jul 11, 2018

I just did that to give Op some reference, as there are things that will affect speeds, such as which band he's on, or it could simply be the channel he's on is kinda busy if a bunch of his neighbors are on it too. But what I pay for is 50Gb cable broadband, and the best download I have ever gotten was a 13Gbps on the pc. It can float from several K to average of 7Gb, depending on the server.

supertiki2802 · Jul 11, 2018

The Paladin :

On the speedtest from megapath, I just got DOWNLOAD: 138.67Mbps, UPLOAD: 53.71Mbps.
Also, I just did a test on my friends iphone X, and he got 470mbps download speed.

My network card is the intel(R) Ethernet connection 1217-V

failboat · Jul 11, 2018

supertiki2802 :

How many computers have you tested from?
Sounds like that has been in all the tests that are slow.

You can create a ubuntu usb install stick and boot the live version and test it. Don't install it.
If speedtest works on that then you are having software issues in windows.

Also make sure no QoS is running on your router. Did you try straight to modem?

The Paladin · Jul 11, 2018

1. Usually CAT5 still allows 1 Gbit up to 10-15 meters. But some ethernet cards (not sure about this one) do detect the signal-loss iand will automatically downgrade to 100 Mbps speed

2. in network adapter goto manage device and right click properties on your network card, then unselect IPv6 apply and test again does it make a difference?

Note I found https://www.overclock.net/forum/45-networking-security/1419688-proper-settings-z87-intel-i217-v-onboard-nic.html
you could try

I'm having similar issues with the onboard I217-V NIC on my Asus Maximus Impact running Win8 64 (UEFI or Bios-Mode won't make a difference)
Spikes within games and even in in Win-Explorer.

After trying several different things I figured as soon you install any available NIC driver it auto-installs the Microsoft Kernel Debug Network Adapter which is causing those lags.
This also causes System Protection to turn off by default.

Uninstalling the Debug-Adapter helps getting avoid of the spikes but Kernel Debuging is still turned on, as well as many many weird Eventlog-Entrys and those keep showing up.
To disable Kernel debug put this command in console: bcdedit /debug off - This command won't work if you're using UEFI Secure Boot, if so you gotta temporarily disable it.

nobspls · Jul 11, 2018

Please provide a screen shot of your ethernet status at the very least. It should look like this:
https://uit.stanford.edu/sites/default/files/images/2010/01/11/vista_e06.gif

supertiki2802 · Jul 13, 2018

nobspls :

http://prntscr.com/k69p8a

Also, I have purchased another network adapter as a test, and it did not change the speeds.

nobspls · Jul 14, 2018

supertiki2802 :

If buying and testing another network adapter, that would likely mean 99.999% odd that the issue is not with the PC. And having had your friend help you test and yield what you have said:

"On the speedtest from megapath, I just got DOWNLOAD: 138.67Mbps, UPLOAD: 53.71Mbps.
Also, I just did a test on my friends iphone X, and he got 470mbps download speed.
"

Then this means the problem is between you PC and your ISP's equipment. The test you need to do now is move your PC and connect directly on the ISP equipment and then retest. Make you are using a good ethernet cable when you do this. And I would bet that your will be getting the expected performance results in that case.

Which means you need to hunt down the boxes, cables, etc. between, your PC and the ISP's equipment can test each one, one at a time and see which one is screwing up.

Not getting internet speeds i am paying for

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