slow internet since recent upgrade / billing issues

davidorchard · 2022-01-27T14:30:59+00:00

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davidorchard

For the past week or so our internet connection (tested several ways) is showing a max LAN speed of around 100Mbits/sec instead of the usual 700-1000 Mbits/sec. Nothing else has changed in our network. Rebooting the GigaBox showed no improvement. Contacting support through Facebook , they suggested disconnecting the supplied cable at both ends and switching the Giga Box off and then reconnecting everything again.

That has resulted in two changes 1) the LED is now solid green which I understand to be correct with the latest firmware when the GigaBox is used with a separate router. 2) an increase in LAN speed to around 200+Mbits/sec .

But still not the speed that was available last year. Upload speed is 100Mbits/sec and unloaded latency looks OK at around 10ms.

How do I tell if this is a Gigabox connection or software issue, a settings issue caused perhaps by the direct debit delay not letting the system set my speed correctly, a general congestion problem with so many people working from home, or a fault somewhere in the cabling to our house?

Daniele_Sunrise

davidorchard 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

davidorchard Thank you for sending your customer data to our Facebook colleagues. We ask you to post further information here, otherwise our social media colleagues will forward everything with delay.

About your speed request:
We see the IP 172.24.1.1 Vendor: Bitdefender) as gateway. Please remove this Bitdefender, as it slows down the data throughput very much, and then run a speed test again. It is important that no antivirus program (except Windows Defender) is installed on the test computer. Deactivation is not sufficient. Afterwards, please do not use VPN for the SPeedtest.

Greetings
Daniele

Marcelklapisch

Hi I have the same problem. we have 3 Macs. I use Techtools Pro 14 for checking.

The iMac 27″ (2020) is connected to the Gigabit with ethernet cable. Speed 1 Gps.

The Macbook Pro 15″ (2018) uses wifi speed 350 - 500 Mps. These two run MacOs12.1 Monterey

the old Mac mini (2014) with wifi 20 Mps. This one runs 10.12.6 MacOs Sierra

So the speed depends heavily on the system.

davidorchard

i am happy with my wifi as a proportion of my LAN speed. As you say it depends upon your wifi router capability and of the wifi capability of the individual device.

That’s not my problem though - its the incoming connection speed.

Our LAN is 1Gb throughout with 1Gb or better LAN cards in our LAN connected machines. All the measurement systems I am using show this. Its the WAN speed coming into the house that is the problem.

This is managed by UPC depending on the chosen subscription, but also depends on the connection to the Gigabox and potentially the Gigabox software as well as the overall UPC network capacity.

I am simply seeking to return to the WAN speed that I was seeing prior to these last few weeks.

davidorchard

The Bitdefender firewall/DHCP server you can see at that ip address is not Bitdefender antivirus. This is not new it has been there for several years now, and reliably delivered 1Gb speed to my network

I am not willing to remove it as it would make my entire home network and smart devices accessible to internet hacking.

its hard for me to believe that you are proposing i remove this firewall.

Presumably you can see the internet speed that is reaching your modem.

Daniele_Sunrise

davidorchard The entry I marked in red (64′240) - as long as it is that low, you will never have 1Gbit of performance. This limitation is not coming from the modem, but from a device on your network.

Since you don’t want to remove the gateway, I have no further solutions for you.

Greetings
Daniele

davidorchard

Daniele_Sunrise

many thanks for this detailed reply. As you can imagine i am working through step by step what is causing this recent problem. Until the end of last year i was normally seeing a speed of between 0.6G and 1.3G. (depending on the overall load on your UPC network) with my firewall /gateway in place - so it was working as expected then. I am sure that you have many business customers with a similar firewall/DHCP server gateway in use.

When it dropped below that speed, a reboot of the Gigabox normally solved the problem. Thís year, with no configuration changes to my network it has been much, much slower. The only thing that made a difference was when your colleague suggested removing and replacing the incoming cable to the Gigabox and rebooting the box. Thís for a short time doubled the speed but it has since slowed again. This makes me think that the incoming signal might be at least part of the problem.

it sounds like there are several factors involved this time and i will work though these to get a better sense of where the issues lie. Once I have done that , i will come back to you if my testing by directly connecting to the Gigabox gives any further information,

davidorchard

I have now been able to rearrange my netqwork and carry out the test you suggested. A Windows 10 PC was connected directly to the Gigabox via a LAN cable with nothing else in between. Only Microsoft defender was running on the PC , all other antivirus was uninstalled. No VPN products were used.

I carried out a series of 4 tests between 6am and 7am thsi morning. The average results were:

Download Max: 98.5, Upload may 106.6, resp TCP: 12.6, resp ICMP: 7.6, hops: 6

I actually ran 5 tests but the upload failed completely so it is not included in these averages.

Not the Download max: 1000 i am subscribed for.

I then rebooted the Gigabox and disconnected and reconnected the cable. There was then a slight improvement of the average Download max to 137.4.

Here is a screen shot of one of these tests. not only is the speed low but it varies noticeably over the test period.

I hope this information will help find a solution

Daniele_Sunrise

davidorchard Furthermore, the speed test is not made according to our specifications, which you can read here. Gateway and DNS do not correspond to those of UPC.

Greetings
Daniele

davidorchard

of course I have put everything back after the test. I don’t wish to leave my network unprotected.

i sent you the screen shot with the configuration that you requested.

are you saying that the ip address shown in the screen shot is not UPC?

Daniele_Sunrise

davidorchard There is a gateway on your router that scans all traffic for security problems, which slows down your line. Please consult the manual of your router and check where you have these settings.

Greetings
Daniele

davidorchard

Daniele_Sunrise

for the test that i sent you a copy of there was no router in place. The PC was connected directly to the Gigabox as you requested for the test.

we seem to be going around in circles here.

i removed the router, uninstalled antivirus, connected a PC directly to the Giga box. and sent you the resulting speed test result using the software you required. I don’t understand why you keep mentioning the router as it was not in place for that test

davidorchard

any response from you?

Daniele_Sunrise

Greetings
Daniele

Daniele_Sunrise

davidorchard Please excuse me, I see the two tests which are correct. Still some component in your network is slowing down the line.

I have two suggestions for this:
1. please download this tool. Install it in admin mode on your Windows 10 computer. Then run it in admin mode. Now click on “Optimize”. After that, save everything and restart your computer. Now try a speed test again.

2. If the TCP Optimizer is not the solution, we will replace your modem.

Please report here your feedback.

Greetings
Daniele

davidorchard

Daniele_Sunrise

I am pleased that you were able to see the screenshot showing the test results with a PC directly connected to the Gigabox.

When i have a PC directly connected to the Gigabox, there isn’t much of a network which can be slowing things down :-).

I have tried the TCP optimizer, but there is no real difference. Anyway, I am getting poor speed on each of our PCs and on Apple TV speedtest and on our Orbi mesh system speedtest. So i cant really see how that would help as these latter two have no option for TCP optimization.

I would be pleased if you would send me a replacement gigabox and connection cable. Hopefully the problem lies there and not in the wiring of the house itself.

thank you for reading all my messages and test results and responding quickly to them

Daniele_Sunrise

davidorchard We have just initiated a replacement of your modem. You will receive the new modem in the next days. Please replace all cables and the power supply with the new ones in the package.

Please contact us again afterwards if the cause is still present.

Greetings
Daniele

davidorchard

many thanks .

the new gigabox arrived today - very fast!

its installed and everything is now back to normal , my tests show 1Gb again.

thank you for helping with this solution