Slow/unreliable internet in Basel

Tom_ · 2015-08-21T13:13:20+00:00

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Tom_

I’ve been using UPC internet at my current address in Basel for about a year now. The service has been excellent , with a fast response time, and a maximum download of ₈ megabytes/sec, when possible. (We’re using one of the older, beige routers.)

For the past month or so, the connection has been very changable: response times vary, it can drop to a frustratingly slow connection at times, and sometimes the connection dies altogether, although the router still thinks it’s connected.

Please tell me this is just a passing phase and something that UPC know about and are working on?

Bruno999

When I tried again this afternoon, from 3pm onwards, performance fine again.

Bruno999

My connection is terrible today, despite a restart of everything, and I’m using ethernet from the router.
Generally it slows down on. Saturday evening, which I can understand, however today it’s unuseable.

Is there a general issue? I’m in Baselstadt near Schutzenmatte, not in the countryside!

Adriana

Hi @Tom_,

I have been informed that our support has been trying to contact you several times. Our peoples could not reach you. So if your problem still occurs please call our support.

best regards,

Adriana

@Tom_

In order to help you I need your current customer ID number which you will find on your invoice from upc cablecom for example. Please provide me with this number by sending me a private message.

Thank you.

Adriana

Anina

Hi @Tom_

Thanks for your feedback. Can you send me your Customer ID via private message? We’ll take a closer look at your problem then..

Kind regards,

Anina

Tom_

Hi @Adriana,

Thanks, but I don’t think trouble-shooting the speed test is really the issue here! I’m not a habitual speed-test user - I went there for objective evidence, as my broadband was/is subjectively slow and in particular unreliable. (FWIW, I just got home this evening and needed to restart the router again before I got any connection. Also note that often this doesn’t work - it’s not just a router issue.)

Since you ask about speed tests, this was the result of hourly speed-tests a few days ago (using testmy.net).

As you can see:

For a lot of the time, the download speed is fine… except the big drop
For a good proportion of the time, the upload speed was almost 0

Screen Shot

To reiterate, it’s the unreliability that’s the main frustration, although when it goes super-slow, that’s not great either.

Adriana

Hi @Tom_,

Please provide me with your customer ID and send me a private message. May I ask for these information:

- Which provider have you chosen for the test? I recommend to test several providers. There might was a problem with peering.

- What speed do you reach when testing with speedtest.net?

Thanks and regards,

Adriana

Michaelhello

Okay,

I did a mistake. Sorry ! 🙁

marchalb

you got me wrong (intentionally or not). IT IS NOT A PROBLEM OF WIFI

It is a problem with CableCom

Michaelhello

Hello,

Okay. I’ve got the same problem with the Wi-fi of my Thomson router. So I’ve decided to not use the Wi-fi. It’s a bit annoying, but it’s the only solution that I have found until now.

I hope your problem of Wi-fi will be solve by changing of internet provider.

Best regards,

Michael

marchalb

Hello,

Indeed the Wifi connection can be the reason for such problem and it has been the reason for some of the performance bottle neck I noticed in the pas. But as an IT professional, I did check that before posting

As I am experiencing again problem, I have restarted the Wifi Router and unfortunately the results are not better

Download: 2.43

Upload: 0.73

Far away from the promised: 200 / 15

No comment .. looks like I will try the fiber optic of the competitors to see if it is not the better

Michaelhello

Hi @marchalb ,

Are using the internet by Wi-Fi or are you using the internet with an Ethernet cable ? Your connection is normally unstable or bad at the end of the day or during all the day ? Do you now if some of your neighbours who are internet customers of UPC Cablecom have the same problem of yours (slow internet connection) ?

Unfortunately your speed test is based on a Java Plugin which does not work in my browser. Java Plugin are really things of the past and it does not give a good image of UPC to still use them .

UPC Cablecom really like this kinds of old things wich don’t work with some browsers. If you go to Horizon Go, you will see that you need to download Microsoft Silverlight. This plugin is so old that even Microsoft Edge doesn’t accept it !

Have a nice day 🙂 ,

Michael

marchalb

Thanks for the feedback.

Unfortunately your speed test is based on a Java Plugin which does not work in my browser. Java Plugin are really things of the past and it does not give a good image of UPC to still use them .

Unfortunately the connection is bad again (was ok last week) . With http://www.speedtest.net/

I get:

Ping: 20 ms

Download: 1.40 Mbps !!!!!!!

Upload: 2.89 Mbps

Those number are really bad .. but I experienced even worse connection at time. Seriously thinking of switching provider.

Sonas

Hi,

I know what you mean… I’m paying 125mb and now I barely can get 50mb…. the internet connection is very instable… I will change to another ISP… I don’t think it’s too much to ask in 2015 to have a stable internet connect… 🙂

Hope you can get it solved, in my case I will call them tomorrow to cancel my subscription and I don’t even mind to pay more but to get the service I’m paying for.

Thanks

Adriana

Hey @marchalb,

Thanks for sharing your experiences with us: I am sure there is a solution for your problem as well. Can I ask you to do our speed test and tell me your results?

Thanks and best regards,

Adriana

marchalb

Same problem for me in Basel. The download speed is sometime going down to 0.8 !!!!!!

I would rather prefer a consistent 10 Mb rather than a mixed between 170 and 0.8.

I am really considering switching back to Swisscom which had a much more consistent performance.

PaulVanAssend

The best way to handle this is to call the hotline (0800 66 88 66). Ask for an english speaking agent.

We will check your signal and find out what happened.

Make sure myou are at home for the technical support.

Adriana

Hi there

Please use our speed test in order to find out whether your internet speed is suffient or not. Maybe you have to swap your modem as it is too old. Let me know your results!

Best regards,

Adriana