Internet speed

Paulo_Jorge · 2021-02-28T10:55:13+00:00

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Paulo_Jorge

Hello before i have the gigabox i had exactly the sme speed i have now ,that is 500Mb.
My expectations here that with a new box and a new more expensive subscrition i had more internet speed
1Gb but no the speed is the same ,is everything the same except the price.

Daniele_Sunrise

Paulo_Jorge Welcome to the UPC Community!

Please perform a speed test series according to the following instructions.

Please report back here with the CNLAB UID.

Greetings
Daniele

Paulo_Jorge

8603837124453308

Daniele_Sunrise

Paulo_Jorge We have checked the CNLAB values. A component on your HP laptop is slowing down the line almost 92%.

Here are some questions for you:

Do you have an antivirus / security software in use?
If so, which one do you have and can you deactivate it once for another speed test? If the speed has improved a bit, can you uninstall the software completely?

Greetings
Daniele

Paulo_Jorge

Client ID (UID): 8603837124453308
I had windows security turn on ,in this 6 tests i have it stopped but it´s the same
i tried everything and i cannot have more then 140Mb,in speedtest by oakla i get almost 500Mb

Daniele_Sunrise

Paulo_Jorge Can you please tell us how you connected everything. Please write here in detail how your devices are connected to the Internet. Especially the HP computer.

Greetings
Daniele

Paulo_Jorge

The Hp is connected directly to the router with a 1 meter long cable

Daniele_Sunrise

Paulo_Jorge We have made a change to IPv4, which will be completed in 30 minutes. Then restart your modem. If you have difficulties, perform a modem reset. To do this, gently press the reset button on the back of the modem with a pointed object for at least 25 seconds.

After that, please run a speed test series according to the following instructions and provide us with the CNLAB UID for further testing.

Greetings
Daniele

Paulo_Jorge

Daniele_Sunrise
8603837124453308 sry i thought i have reply to you but i didn´t, my testes were made in 16 and 17 of March

almi

Morning, internet speed is more than poor. In a new 1Gb internet only 150Mb. Before 1Gb fiber sunrise connection working normally. Please fix it asap. Also it will be good to advice for a support phone number.
kind regards

Daniele_Sunrise

almi Please perform a speed test according to the following instructions. Afterwards please contact us again with the CNLAB UID.

You can reach our support on 0800 66 88 66. Choose German as your language and you will be connected to an English speaking person.

Greetings
Daniele

Daniele_Sunrise

Paulo_Jorge Something in your network is slowing down the connection 92%. Do you have any antivirus software running? If so which one?

Greetings
Daniele

Paulo_Jorge

Daniele_Sunrise
No this time was in safe mode, can it be from the wiring from the house?

Daniele_Sunrise

Paulo_Jorge No, this setting comes from the computer that tests everything.

I can recommend you the TCP/IP Optimizer. There you have the possibility to download the tool and run it with admin rights (Windows). After that you can click on “Optimal” and save the settings. If you have problems, just restart the tool and select “Windows Default”.

Greetings
Daniele