Very slow and unstable internet connection / Horizon 500Mbps subscription

Dacian · 2016-04-28T21:03:17+00:00

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Dacian

I observed from few days that Internet connection is very slow.

I pay a 500 Mbps subscription with Horizon, a 3-1 cable connection for the building and I get less than 3 Mbps measured through wired connection.

Speed test UPC Cablecom.PNG

I sent a message through the web page to support with details few days ago. No replay!!!

I should use only the 3-1 connection and I will get the same service level !!!

I am located in Wettingen.

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21:28 29.04.2016

Speed test UPC Cablecom _21.28 29.04.2016.PNG

Hideo

Hi!

Same as me, it came back as normal!

But.. Slightly different from your experience 🙂

I had the support online, she really tried to fix the issue by sending me a modem, calling me back to check if my connection came back to normal. The first modem (the black one) “worked” but I still didn’t have 250Mbps, I had something around 50Mbps.

So, after another call with the support this Friday (hopefully with the same person), I’ve asked to have the new modem (the white one). And now, here’s the result:

Screen Shot 2016-05-22 at 12.15.45.png

Thanks UPC and I really hope this will last!

Dacian

Hideo Here is my update 5 years later!

No UPC problem anymore as I have no UPS anymore 🙂

But, I got today two emails from the community moderation that It would be nice and fare from me to replay to those who replied voluntary to my questions here.

So here I am being egger to find more but nothing …

Dacian

Hi!

I had no time to post before but I have news.

I contacted the call center and they told me that they did not received any message through their contact forms from my side.

It can be that I attached some file and due to size … I have no clue.

Internet … they told me that it is working perfect from their side … and if I want to have the full speed to connect direct on their with Horizon box and not through my router … I told them that I will check and I will contact them again to tell them my conclussions.

Before to that I listed first what it is diferent compared with the tiome that it worked:

Horizon box got updated,
I purchased a new antivirus software

The update from Horizon box I can not influence and it was update done after.

My new antivirus software is in fact the some one that I had before but with more additional futures. No changes done on the antivirus part. Tests done on wireless connections on mobile so without the influence of the antivirus and give the same results. Wirelss capabilities are up to 800 mbits … so even with limitation 2 to 3 mbits cannot be.

So no conclussions …

I tried to check the router … I found reviews complaining about Netgear router.

I downgraded the firmware. Twice!

I upgraded the router firmware to the latest version.

Nothing changed! Speed was the same!!!

I had no time to test the direct connection but a day later … without any other changes … miracle! … my speed got back fully!!!

Speed test UPC Cablecom 20.05_03.05.2016.PNG

As mentioned all that I did wasn’t working. So who did it? …

Hideo

Well, unfortunately you’re not alone. I have Horizon 250Mbps subscription but still…

I have the same issue and sometimes, I don’t have any Internet connection.

Screen Shot 2016-05-08 at 23.15.07.png

I have called them two weeks ago, last week and today. Despite the great call center support who’s trying to resolve the issue, I still have an unstable connection. I’ve also sent an email through their contact form, no reply!

Please UPC, do something!