Suddenly slow internet speeds

bah · 2020-12-01T07:47:46+00:00

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bah

Hello,

I have recently been having trouble with the speed of my internet connection. My download speeds are less than 1 MBit/s, but my upload speeds are around 10 MBit/s. I have tried using both Wifi and LAN on multiple devices, and they all suffer from a slow connection. I tried restarting my Connect Box, but the problem remains. The issue started a few days ago, and around the same time I began having issues with my TV signal, with distorted sound and video. Could this be an issue with the network?

bah

Hello, @Daniele_Sunrise I just wanted to provide an update.

Not long after my last message, my internet speeds returned to normal, and I have had a strong connection since, both with WiFi and LAN. It seems that your technician had solved the problem after all.

Thank you very much for your help!

Daniele_Sunrise

@bah , Unfortunately, I have no other solutions, except that you can contact our technical support for an in-depth analysis of your request.

Greetings

Daniele

bah

@Daniele_Sunrise last night I was able to run two additional speed tests, one on WiFi and one on LAN. I got the same slow speeds with both. Today I am still having connection issues. Is there anything else I can try?

Daniele_Sunrise

@bah , We have a technician order for tomorrow 04.12.2020 between 08:30 and 09:30. Our technician will check the signal and level everything.

Once your line is active again, could you please do a speed test via WIFI, i.e. do not connect your computer to the docking station? If the speed test is good, the fault could be your docking station.

Greetings

Daniele

bah

Hello @Daniele_Sunrise, I was able to do a quick test yesterday evening. My UID for the cnlab test is 5743126045480603.

This morning, I do not have any internet connection at all. I ran again the network diagnostic through my Connect Box, which noted that a broadband connection could not be established.

I strongly suspect that that the issue is with the cable connection to my residence. The problem has persisted for several days now and has gotten progressively worse. I no longer receive a usable TV signal from the wall socket either. Is it possible to check on your end to ensure that there are no issues with the UPC infrastructure? Thanks!

Daniele_Sunrise

@bah , Could you please do a test series of a speedtest as described here and post the UID of CNLAB here? We will be able to see more detailed information via CNLAB regarding your connection.

Greetings

Daniele

bah

Hello @Daniele_Sunrise,

Thank you for your response. I am indeed using a USB adapter for my LAN connection. Unfortunately none of my devices have a direct LAN port so I must use the USB adapter. I have the same very slow connection speeds when I am using Wifi, so I don’t think the adapter is the problem.

After the connection change to IPv4, I could not connect to the internet at all (the Connect Box network diagnostic tool failed checking the broadband service), so I reset my Connect Box using the reset button on the back of the device. The network diagnostic now successfully connects to the broadband service, but I still have the same problem as before, where my download speeds don’t even exceed 1 MBit/s. I haven’t had any issues like this before in the three years since I have had the unit.

Do you have any additional suggestions for trying to resolve this problem?

Thank you!

Daniele_Sunrise

@bah , Welcome to the community!

We see that you have connected Action Star Enterprise Co, Ltd. According to Google research, these are USB docking stations.

Can you connect your device directly via LAN without the docking station? We have also changed your connection to IPv4. The changeover is completed in 30 minutes. Restart your modem afterwards. If you have problems, reset your modem. Press the reset button on the back of the modem with a pointed object for at least 25 seconds. Please try it again afterwards.

Salutations

Daniele