Slow Internet speeds

MichelleD · 2021-10-22T12:26:15+00:00

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MichelleD

If I have one of these Giga connect boxes I would expect the Internet speed to be around the 1Gig mark but no, I only seem to get a measly 59.65Mbts DL and 94.24Mbts UL on a 9 ms ping via speedtest.net and via the UPC recommend ping provide “cnlab”, I got 47.3 Mbts DL and 9.6 Mbts UL on a 13.1 ms ping, cnlab also stated that my home network only supports a 100 Mbts.

Why am I spending a lot of money on a product that does not work or provide what wa

advertised

Daniele_Sunrise

MichelleD Welcome to the community!

Could you please post the CNLAB UID here so we can analyze the CNLAB speed values?

Greetings
Daniele

MichelleD

Today speed with UID

MichelleD

UID: 1218056665050237

MichelleD

Dear Daniele,

Attached is another screen shot of performance data, Clearly states NIS is 100Mbts via a LAN 🙁

Daniele_Sunrise

MichelleD We see that 89% of the time a hardware or software component in your network is slowing down the line. I have two solutions for this.

Let’s try solution 1:
Do you have any software (antivirus or firewall) active on your computer? If yes, what kind of software do you have? If you have a separate antivirus software, can you please uninstall it once, restart your computer and do another speed test and report here again with CNLAB UID?

Greetings
Daniele

Oleksandr

Dear UPS,

I have the same problem. The internet speed is always much lower compared to what is advertised. 50.6Mbit/s for download and 32.1Mbit/s for upload as per CNLAB now. Also, internet connection is interrupted many times every day. Why the speed is advertised in my package as 300Mbit/s while it has never been at least close or I missed something?

Yours loyal customer, Oleksandr

Daniele_Sunrise

Oleksandr Welcome to the community!

We see that 87% of the time a hardware or software component in your network is slowing down the line. In addition, the speed test was done via WIFI. Here your computer connects with 54 mbit. So you can’t reach a higher speed if your network card doesn’t connect with more than 54 mbit.

Please do another speed test (2-3 times) with a computer connected via LAN cable directly from the modem. After that, please report back here with the CNLAB UID.

Greetings
Daniele

Oleksandr

Thank you, Daniele, for the prompt response. Very helpful. I also tried with the contact line (0800 600 666) but it never responding - I have been listening for 30 minutes to the nice music to get connected with an English speaking specialist, but they never responded (which is not very client centric, in my view). I can test with LAN, but I never use this in my everyday life. As you mentioned there is 54 mbit limitation, does this refer to my laptop or the UPC white box that I use? Is my understanding correct that if I continue with the same laptop and white box, this does not make any sense for me to pay for any speed above 54 mbit, as this will be capped by my wifi anyway? It seems when I started with UPC 10 years ago and had 50 mbit (if I recall correctly) connection my internet worked more stable and quicker.. On a separate note, it there is a chance to change the package without the contact line that is not reachable at all? I have tried to make a change online but I have a message that such change is not possible online, so I am puzzled how to proceed.

Daniele_Sunrise

Oleksandr The speed is limited by your network card (WIFI). You can connect your laptop via LAN and do a speed test to check the speed. Also you can replace / exchange your network card, so that you then have the full speed.

Personally, if you are working from home, I always recommend connecting your computer via LAN. It is enough for a neighbor to turn on a strong WIFI to spoil your WIFI experience.

As for the subscription, we have 100 mbit on the smallest subscription. Even with this, you would have a loss of 46 mbit.

Greetings
Daniele