Ookla speedtest and dynamic IP addresses

Question

When I first got the 5G internet box, the Ookla speed test worked fine.  I could see the many times my IP address changed in the results history.  Now suddenly I have no results.  The history has been wiped clean.  Not even the speed test I just ran shows up.

I can still sign in and I can still run the test and see a result, but when I go to result history there is "no result", not even the test I just ran.

The website says this under troubleshooting: "If using a speed wave, know that speed waves will only record one result per IP. Further results from that IP will just overwrite the previous result."  I don't know what a "speed wave" is but I wondered if the frequently changing IP address has something to do with the loss of my result history and why the speedtest does not keep any result anymore.

I cannot figure out what happened. Can't find any way to contact Ookla website.  It just has canned answers and no email support or community.

Any help appreciated.

Nilsa_VZ · Accepted Answer

Hello @mpw058 
.

Relying on a website then having it not work all of a sudden can be frustrating, and we want to make we lend you a hand here. Please keep in mind that Ookla isn't a Verizon service, so the information and help we can provide is limited.

First off, it's normal for your 5G Home Internet to show different IP addresses as it works on a dynamic IP which periodically changes. Secondly, I took a look at what a "Speed Wave" is and it's a way to run a speed test as a group instead of individually. A link is shared between friends or other users and their speed test results are posted so they can be compared by everyone. You can find information about this here:  https://sandboxsupport.speedtest.net/hc/en-us/articles/202895580-How-does-Speed-Wave-work.

Lastly, you can reach out to Ookla using this link here: https://www.ookla.com/about/contact. You'll need to register on their site to submit a support ticket. Here is their registration link: https://www.speedtest.net/register.  You will then get an email to verify the account. Once that is complete, you can log in and submit a support ticket and hopefully get a resolution to your history not showing up.

Thank you.