Internet Speed problems

JK2010 · 2021-05-21T20:24:56+00:00

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JK2010

Hi there, I have a problem, since yesterday.
I get a les download speed, then normal, but for now I can live with it. the much bigger problem is, that I cant get Upload speed. Speedtest shows only 0.05 Mbit/s and i have massive issues, as soon, as I try to stream or using voice chat apps etc. Ran all possible tests and diagnosis and it always says, everything should be okay, like my connect box and also the internet should be fine at my location. restarted the box a couple of times, restarted computer…also turned of all VPN or firewalls and virus protection, that might block outgoing. Nothing works…Everything appears to be normal, but it isn`t.

regards JK

Daniele_Sunrise

JK2010 Welcome to the community!

Please send us your customer number, address and date of birth via private message. We will be happy to check the configuration of your modem.

Greetings
Daniele

Daniele_Sunrise

Daniele_Sunrise Please send us the required data, otherwise we will not be able to view your account.

Greetings
Daniele

JK2010

Daniele_Sunrise already sended it to you in a private Message but will send it again…

Daniele_Sunrise

JK2010 You have sent me the CNLAB UID. But I need the other information from you. 😊

Greetings
Daniele

JK2010

Daniele_Sunrise Strange… 🙁 Sended it to you via Private message, but added it now to the private discussion, where the CnLAB UID is in… Maybe this time it works…

Daniele_Sunrise

JK2010 We have checked the signal values and they are very good.

Here is what we can do together:

We have just changed your modem to IPv4. The conversion is finished in 30 minutes. Then restart your modem. If you have difficulties, perform a modem reset. Press the reset button on the back of the modem gently with a pointed object for at least 25 seconds.
Run some speed tests again via CNLAB and report back here the CNLAB UID.

Are you using any security software (antivirus / firewall?)? If yes, which one exactly?

Greetings
Daniele

JK2010

Daniele_Sunrise Hey Daniele, I am using Malware bytes but I already tried it without and also disabling all OS internal firewalls. Also I tried using different computers Mac and PC, different Network cards, looked that all drivers are up to date etc. Always with the same results. I will try out, the steps you just told me and report back, if anything changed…

Daniele_Sunrise

JK2010 Maybe you can uninstall the Malwarebytes tool once and test it? The speed values for the upload are also bad with IPv4. Can you do a speed test via cell phone? Is the upload better there?

Greetings
Daniele

JK2010

Daniele_Sunrise just tried it with my cellphone over WIFI and did a test, with the cnLab iOS app…same result: Average Upload speed is 80.3 kBit/s…
Did three test with it…None of them where much different to the others…Upload always in the kBit/s range.

Daniele_Sunrise

JK2010 And what about when you uninstall MalwareBytes and other Antivirus Software (not Windows Defender)?

Greetings
Daniele

JK2010

Daniele_Sunrise Uninstalled it,restarted computer…Same result, without it…Also did a test, just with the Cellphone, as only device connected to the modem…just to make sure…nothing…
Just a thought on my end: someone from your tech hotline, told me last Friday (when I first called), that there was a firmware update, for the modem, last Thursday and that was the day, when my problems started…Could it be, that there is something faulty with new update and maybe you could go back to the older one and we see if it might cause the problem ?

Daniele_Sunrise

JK2010 I am not aware of anything regarding the firmware update. Also, we can’t connect you to the old Compal modem because it can’t do Gigabit.

I really can’t find anything that explains your error. Some test possibilities would be these:

Change the LAN cable once and use another Cat5e cable (connection directly PC - modem).
Reset the modem. Press the reset button on the back of the modem gently with a pointed object for at least 25 seconds.

If nothing helps, please contact our technical support again, so that they can check the upstream utilization in a ticket to the specialists.

Greetings
Daniele

JK2010

Daniele_Sunrise okay…did all that you mentioned and it doesn`t help… will call the tech support then.

Thanks so far, for your help..