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Ongoing Slow Upload Speeds

I'm sorry for this long post, but I've run out of options to get this issue fixed. I've been on the phone with tech support for hours and hours with no resolution. I've also had techs out with no resolution as well.

I currently have the 75/75 interent plan with Verizon as well as a full TV package. My service at this address started in June 2015. Speeds were perfectly fine until about 2 months ago.

Download speeds are great and are consistenly around 65 to 75 Mbps. However, for the last 2 months my upload speeds will not go over about 3Mbps and average about 1.5Mbps. Uploading a 7MB PDF takes several minutes over FTP and at least a minute on Google Drive.

I have tried running speed tests on the following devices wired (where applicable) and wireless and consistently get upload speeds below 3Mbps:

Macbook Pro 2015

Macbook 2015

Acer Aspire

PS4

PS3

Xbox 360

Apple TV

iPad Air 2

iPhone 6s

The last time I was on the phone with tech support Lisa had me do the usuals: reboot router and run speed optimizer multiple times. I was on the phone with Lisa for 3 hours. She intermittenly put me on hold so she could ask a network specialist questions. She finally came back and said that I had to contact Acer support.

I then explained to Lisa that there is no way that Acer is responsible for my upload speeds when 8 different devices show the same result. She then offered to have a tech come out.

The tech saw the same result I was having. He did the following to try and rectify the situation:

-Replaced ONT

-Replaced router

The same upload speeds persist after these actions. He suggested to me that there is a problem in the area, but in order to escalate the situation, at least 10 customers in the area would have to complain.

I'm really out of options at this point as 1.5Mbps is unusable. For the money I spend on Verizon packages I'm thinking I should go over to Comcast unless they can resolve this issue.

Can anyone please help or reccomend how to escalate this issue?

Thanks and sorry for the long post.

Comments

gasguzzler

'...The same upload speeds persist after these actions. He suggested to me that there is a problem in the area, but in order to escalate the situation, at least 10 customers in the area would have to complain.

I'm really out of options at this point as 1.5Mbps is unusable. For the money I spend on Verizon packages I'm thinking I should go over to Comcast unless they can resolve this issue.

Can anyone please help or reccomend how to escalate this issue?...'

Stryker71,

many Verizon customers, all over the U.S.A. are experiencing similar poor service. I've been recording and reporting my nightly UNUSABLE download speed for over 4 weeks. I've contacted Verizon's India Chat Agents, National Customer Service, Network Team and their Field Techs, for these last 4 weeks, with no resolution. On Wednesday of last week National VP Of Customer Service, Ms. Tami Erwin's team called me at my house number. . So, I've signed a 2 year contract with a multi-national, multi-billion dollar company, and I'm legally obligated to pay for this quality of service, that they (Verizon) aren't legally bound to guarantee, or be held responsible for. I hope American Consumers looking for a new internet/wifi/cell/tv service provider at least take a hard look at what we're saying before agreeing to a long term contract with Verizon. My suggestion is keep calling, keep complaining, and keep posting your daily poor speeds at this and other internet service forum boards. Perhaps Verizon's Board Of Directors will do something to correct the shabby, third rate customer service that many loyal customers are now stuck with.

My typical download speed from 7 PM to 12 AM:

tns2

many Verizon customers, ...

Gasguzzler,

He is reporting bad bad UPLOAD speeds not download speeds. This is less likely to be the general Verizon problem or time of day dependent problem in some areas that you are mentioning.

Stryker71,

Sounds like you have already tried the most obvious solutions including different devices, wired connection, and getting ONT and Router replaced. Your speedtest to Verizon does imply a definite problem. Do you know if Verizon looked at the OLT card at their CO? Not sure what else could be the problem but maybe when of the other peers have additional suggestions.

CRobGauth

You woulnd't like my posts as I meet or exceed my subscribed values.

I am part of a FCC program (that any one can apply for. Google sams broadband) that continuously monitors my Internet performance. I get monthly reprots.

Other than a rare time here or there, my performance is always great.

You definitely have an issue (which is different than most) in that Verizon's speedtest is showing poor performance.
That is connectivity to their network that they are responsibile for (contrary to other reprots where people have issues with sites off Verizon't network).

[Deleted User]

Hi Stryker71,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

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