New Gigabit connection with less than half the speed over cable.

mvil · 2020-10-03T09:38:24+00:00

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mvil

Hello to the community

My internet access has less than a week and I’m already not happy with it.

https://ux.cnlab.ch/speedtest/Controller?page=UserReport&language=en&userid=1710514753318181

On average for UPC server, using the demanded test I have less than 400Mb average, This is on a Saturday morning when the network should be calm and not loaded.

In the speedtest app, it’s even worse outside UPC network, for Salt 225Mb, for Init7, 102 with a ridiculous 20ms ping, fdc 192Mb…

Obviously, something is wrong and I would like a solution.

Daniele_Sunrise

@mvil , We do not prevent anyone from quitting and respect your decision. We are very sorry that it did not work out in this case and ask you to excuse us. Please contact our colleagues again under the number 0800 900 210.

Greetings

Daniele

mvil

Asked to cancel via internet form on the 30 October.

Until today (5th November) no callback.

Called today to cancel, the operator didn’t want to speak English and said someone would call today back.

No one called.

Are you actively denying my right to cancel in the first 100 days?

mvil

Is this a joke?

With 263Mb average speed, “they did not find any load on the network and everything is fine”?

Daniele_Sunrise

@mvil ,We have received feedback from technical support. They did not find any load on the network and everything is fine. For more information and help, please contact our technical support on 0800 66 88 66.

Greetings
Daniele

mvil

Got a call monday one full week after 20 October, where supposedly “We are checking internally if everything is ok on the network side.”

Nothing, nothing was being done or checked. A new ticked was only opened Monday, 26 October.

This will be reported to OFCOM.

Daniele_Sunrise

@mvil , Please don’t get me wrong, your network card is fine, it would have been just an assumption from my side. We are checking internally if everything is ok on the network side. As soon as I have a response, I will get back to you.

Greetings
Daniele

mvil

Just to understand the logic and for the record, so when I reach the speed there’s no problem from your side, when I don’t reach the speed then the thing to blame is my certified USB 3.0-gigabit card that has been working with my previous FTTH supplier flawlessly.

https://ux.cnlab.ch/speedtest/Controller?page=UserReport&language=en&userid=5573058750356731

New fresh test, fresh installation, over an hour

Router mode, only the laptop connected. I am literally losing one hour of my time and prived from using the internet on other devices to do your testing.

TCP optimizer with optimal conditions installed (as per phone support request).

Plenty of CPU power

1Gb full duplex set.

Average download: **263Mb.
**

![](https://freeimage.host/i/30g87a https://freeimage.host/i/30gSkJ https://freeimage.host/i/30gerF https://freeimage.host/i/30gvdg https://freeimage.host/i/30gUmv)

Daniele_Sunrise

@mvil , Our support has closed the ticket with the thought that the majority of the speed values are good. We are sorry that you were not informed although the support staff confirmed this and we would like to apologize for this.

My tendency for a possible problem is still this network card: Vendor: Sunrich Technology.

Greetings
Daniele

mvil

Well that’s clearly not correct (to be nice with the terms) since the average of all the tests average was 500Mb approx.

**And this is a picture of the last test done.

2020_10_19_10_06_56_Internet_Performance_Benchmark_your_Results.png
**

Anyway after sending the cancellation, in 15min was contacted by UPC and to my very surprise, the first ticket was closed without any communication.

**I will again, lose a bit of my time, put again the original router mode, and test again for 1h.

Daniele_Sunrise

@mvil , Our support could not detect any overload in the network. In 90% of the measured CNLAB Speedtests about 900mbit is reached. If you do not agree, please contact our support again.

Greetings
Daniele

mvil

Almost 2 weeks after the contact, and 3 after the contact here.

Nothing, no feedback at all.

I’ll cancel the contract, it’s very amateur.

mvil

Still waiting from contact since last Wednesday

Daniele_Sunrise

@mvil , In this case please contact our support regarding network load check.

Greetings

Daniele

mvil

So at 00:20 the velocity jumped to average still only 550Mb, then at 07:00, it comes back to 200Mb.

Clearly a saturation issue of the network and traffic shaping involved.

2020_10_07_09_08_21_Internet_Performance_Benchmark_your_Results.png

mvil

@Daniele_Sunrise i did using another laptop, HP EliteBook 840 G5 with network card built-in.

Same results.

So what is the next step?

Daniele_Sunrise

@mvil , Do you have a possibility to do tests without your Sunrich Technology Limited network card? Otherwise I am running out of solutions and I recommend you to contact our support again to check the load of the network.

Greetings

Daniele

mvil

Tested right now with a HP EliteBook 840 G5, same results.

mvil

It’s a USB 3.0 Gigabit card, connected @1Gb, using the cabled supplied via the USB 3 port on my Surface 4, used before on a Fiber gigabit connection without issue.

Realtek USB GbE Family Controller

Antivirus besides the Windows Defender, plus Malwarebytes, both of which are disabled during testing complying with the test procedure.

CPU use is a healthy 1% during idle, and 30% during the test, so no infections or bottlenecks there.

Results are the same in safe mode, and in any speed test, far from 1Gb download (or better 940Mb) and very unstable.

Daniele_Sunrise

@mvil , Can you please give us some information about this computer? 192.168.0.85?

- Is the network card permanently installed or is it a USB-C to RJ45 network adapter?

- What is the exact name of your network card?

- Do you have an antivirus program installed on your computer?

- If so, what kind of antivirus program do you have in use?

Greetings
Daniele