At what point can I complain to my ISP about speed?

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Klaleara

Reputable
Oct 29, 2014
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As we all know, ISP's are the bane of the mass majority of living beings, and it is never their fault!

Anyways, I just signed up for Spectrum Residential. I do however, do a lot of IT work from home, including dealing with fairly intense connections.

So I got the 400 down, 30 up speed from them. Ran a speedtest.net, getting 200/20. Simply because they would ignore that if I brought it up, tried the Spectrum speed test which nets me 260/20 (Funny enough the server was significantly farther away).

So missing out on 150-200 mbps seems like a fairly LARGE amount to be missing on. And I realize we don't always hit advertised speed, but that seems to be a massive gap for me. Note: It is their equipment, freshly installed.

My question is after my lil rant. At what point can I call the ISP, and have a chance at winning? If ever. I'd be fine with losing up to 50 mbps, but 150 seems extremely excessive.

Setup:
Wired (5 foot cord, brand new)
Gig Nic
Modem + Router both provided by Spectrum themselves

No switches or anything insane, pretty normal house setup
 
Solution
Snipergod87
I would say then you have enough to argue with them, also try using speed test and manually selecting a closer server if there is one. The auto server selector is based on your IP's geographic location which may be inaccurate.
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Klaleara

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Oct 29, 2014
16
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4,515


Sorry should have specified. Edited original post.

Wired into the router
Gig Nic
Modem + Router both provided by Spectrum themselves
 
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geofelt

geofelt

Titan
Oct 9, 2006
54,269
4,130
174,240
Call customer service.
Complain about not getting the service you paid for.
Cite the use of their own speed test.
You might run it at various times to verify that the lack of performance is persistent.

Possibly the installer gave you a different performance tier than what you ordered.
 
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ohiou_grad_2006

Splendid
Dec 3, 2011
3,551
10
24,115
Had a similar issue years ago when we had att dsl. Everything was great the first little while with their equipment, but then started getting like 1/4 of advertised speeds. They provided an all in one box. I hooked up an old router I had laying around and disabled their WiFi. Started getting about 3/4 of advertised speeds. Used it that way until we switched.
 
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mihen

Honorable
Oct 11, 2017
464
54
10,890
Spectrum/Time Warner is just a name change. Same old company with a hodge podged network and doesn't invest much in infrastructure. To them the number is just marketing, they will sell the number but not put in the equipment to reliably attain the number. The only thing I could say is to make sure the signal you are getting to the modem is within spec. 192.168.100.1 is usually the modems address. You might need to connect directly to it and reset the modem to access it's diagnostic page. If you do, when you reconnect the router make sure you power all your devices off, then turn on the modem until it obtains a signal, then the router until it turns on, then the computer.

Ideal signal per channel is:
Downstream 0db (-8db~8db OK)
Upstream 42db (42db~50db OK)
SNR 37 (35~40 OK)
 
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