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Slow DSL Speeds, Not What I Paid For

I have been having a problem with my download speeds im paying for 3Mbps, but im only getting 1184kbps. I used to get around 1792kbps. An this problem started happening months ago Ive tried restarting my modem dozens of times an its not working. Ive called customer support hundreds of times still no fix. I am highly upset.

Comments

Jay-B

Actually im paying for 3mbps this makes it much worst

dslr595148

#1 What is the brand and model of your modem?

#2 What is the brand and model of your router?

#3 What software firewall is on your computer?

Jay-B

#1 Actiontec GT704-WG(It is also a wireless router)

#2 I use verizon internet security suite i think it has a firewall in it

Greenofrls

I'm having the exact same problem with the exact same router, except I don't get more that 678kbs. I've replaced the wiring in my house, but the router still only gets 678kbs download on it's best days. Normally it's around 600kbs.

Please help

Jesse

dslr595148

@Jay-B wrote:
#1 Actiontec GT704-WG(It is also a wireless router)
#2 I use verizon internet security suite i think it has a firewall in it

#1 Is wireless in the router turned on?

#2 If so, what level of wireless security is it set to ( WEP / WPA ) ?

#3 Please post the modem stats, from the modem combo.

I am not sure where this is located in your modem combo, it might be at System Monitoring -> Advanced Status -> Transciever Stats

Greenofrls

For me, not the original poster, wireless is turned on and I have WEP encryption. Why should that matter if the Broadband Status on the router home page states the following:

DSL Status: Connected

ISP Status: Connected

Speed(Down/Up): 608 / 448 Kbps

ISP Protocol: DHCP

This has nothing to do with the internal network for everyone here. It has to do with the pipe running from Verizon to the house. Why doesn't Verizon Customer Service see this?

Jay-B

Well me(The Original poster) Says:

I hope this is what you mean

DSL Status: Connected ISP Status: Connected Speed(Down/Up): 1216 / 448 Kbps ISP Protocol: DHCP Username: WAN IP Address: {edited for privacy}

lasagna

So, as I read various posts from folks concerned about the speed of their DSL line, I thought it might be interesting for go check to see exactly what everyone is agreeing to in terms of service. So here's what Verizon's TOS says:

Speeds and service availability vary. High Speed Internet will be provisioned based on Verizon line qualification requirements at 768 Kbps or up to 1 Mbps (1 Mbps service); at 1.5 Mbps or up to 3 Mbps (3 Mbps service); or at 5 Mbps or up to 7.1 Mbps (up to 7.1 Mbps service). Availability subject to final confirmation by Verizon.

As I read that, it means the there are three service tiers from Verizon (a 1Mbps tier which is provisioned at 768K or whatever they can get above that up to 1Mbps; a 3Mbps tier which is provisioned at 1.5Mbps or whatever they can get above that up to 3Mbps; and 7.1Mbps tier which is provisioned a 5Mbps or whatever they can get above that up to 7.1Mbps).

To me that means for each fo the three tiers, anything at or above 768Kbps, 1.5Mbps, or 5Mbps for each of the respective tiers is considered meeting the terms of service. If someone falls into that category -- I would say it's going to be really tough to build a compelling case to get Verizon to address it -- even if it is "slower" than it was yesterday. Technically, your line is still performing within the limits established for that service tier.

Now, if you fall below that, I guess the operable question is "how much margin for error" is allowed to account for various line condition, environmental, and other issues? Is this a rolling average, or point in time minimum? Couldn't find anything about that anywhere, but an interesting observation that I made about this thread and several others is that they all seem to be within 80% of the baseline target or else they're way out of whack (less than 20%). I think obviously the latter is clearly a service issue of some type which needs addressed. But the former? That's a good question -does the rate vary throughout the day and average out to the baseline number over time? How does Verizon measure line performance over time?

Oh, and another interesting thing I happened to spot in the TOS for those who have FiOS available in their area:

Conversion from DSL Service to Verizon FiOS Internet Service. When Verizon is able to provision Service utilizing fiber optic technologies, we may in our discretion terminate your DSL Service and cease offering DSL Service to your location. In such case, we will offer you Verizon FiOS Internet Service at the then applicable rates and terms, which may differ from your previous DSL Service rates and terms. If you are on a Term Plan and Verizon terminates or ceases to offer service to your location under this Section 6.3, you shall not be liable to pay the ETF.

I take this to mean, that once FiOS is available, don't expect much DSL repair service to be performed. They'll offer to upgrade you to FiOS to fix the problem (at a potentially higher rate) or release you from any ETF fee you may have if you wish to cancel your service as a result, but aren't obligated to fix an ailing DSL circuit where FiOS is available. Doesn't mean they won't, but clearly it also means they don't have to. That makes a lot of sense really since it's obvious the want to retire the older aging copper infrastructure and not have to support multiple technologies. TOS agreements always make for interesting reading.

Jay-B

I hear what your saying but i have the 3mbps service an im not even getting 1.5Mbps.

lasagna

I know ... you fall into that "margin of error" group of people that are within 80% of the baseline. I think it all depends on how Verizon measures service levels (I doubt it's point in time, it's probably over a number of samples across a period of time) and if there's anywhere that it's communicated what margin of error is acceptable. I'm sure there's some margin, but just how much?

Taken in context of the TOS, anything with a sustained and consistent speed below 1.5Mbps on your tier (line speed, not throughput to a speedtest site) would be cause I think to ask Tech Support to check the line -- but how far under before it's considered an issue is the question? Do you check someone's line, for instance, that's running at 1.49Mbs?

As I don't know how long you've observed and documented this behavior, I can't say if it's appropriate or not -- only you can.

Jay-B

I dont think its appropiate. Reason being because my speeds used to be alot higher then this, all of a sudden they drop to this extreme low

CapnCrunch

Slow DSL speed –

http://forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/Slow-DSL-Speeds-Please-post-here/td-p/166127

blacknblue2

I just don't understand how or why courts allow such a TOS to be valid. Courts are normally against one sided contracts and all the darn TOS agreements are one sided and offer the consumers side very little.

There will be a day that some smart attorney will figure out how to drive a Mac truck through these egregious TOS agreements. Would you sign a contract that said at our whim we can take your car back, shut off your water, turn off the electric, etc.? I doubt it.

I guess it all started when States quashed Usuary laws and started allowing credit cards to charge mafia like rates. That was the beginning of the end of consumers control.

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