Slow High Speed Internet 1mbps instead of 4 to 7

[Castlemaninc]

I'm supposed to be getting 4-7Mbps. I'm getting 1Mbps and below for my download speed. 

I've checked it multiple times from both computers. I've rebooted my router. I don't have viruses. I'm running Vista on my wireless laptop and Windows 7 on my desktop. Both computers show the same results. 

It's new service. I just want to get what I'm paying for. Supposedly the installation happened today. 

Testing my connection and then getting some help online seems to be like driving around a traffic circle. Certain links look like they might help and they return me back to a page that doesn't help at all. 

For instance when I check my speed. There is a link that says (hold on let me go there again.) 

From the page http://my.verizon.com/micro/speedtest/broadband/#, I have tested my speed a few times. 

I just tested .802 Mbps download and .793 Mbps upload. Directly to the right there is a paragraph that reads "Let us check your
current Verizon Internet speed package. That link sends me to details about my account that I'm already quite aware of. 

Verizon High Speed Internet
1-Year Fastest Plan
4 to 7 Mbps

[dslr595148]

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

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

[Castlemaninc]

On my device manager it says I have: LSI PCI-SV92EX Soft Modem

 My router is the Actiontec GT704-WG

[jmw1950]

Please log on to your router (http://192.168.1.1) and check the transceiver statistics and post them here. That information tells you the speed you have between the Central office and your home. What Verizon sells you is the on/off ramp to the internet. So the first step in resolving any issue is to determine what it actually is.

Is the negotiated speed (transceiver statistics) in line with the service you ordered?

Has you computer been optimized for high speed internet?

Do you have firewall, or anti-virus issues that are degrading the internet performance?

Speed tests are sensitive to a wide range of issues (congestion, routing, server loads etc) , and are typically a poor way to measure internet speeds.

[Castlemaninc]

My speedtest.net statistics at the same time are .49 mbps download .49 upload. 

The Down speed I ordered looks like it's in line. I don't know what I pay for for upload speed. I pay for the 4-7mbps plan. 

 DSL Status: Connected  

 ISP Status: Connected  

 Speed(Down/Up): 7616 / 864 Kbps

 ISP Protocol: DHCP  

Username:     WAN IP Address: {edited for privacy}

[Castlemaninc]

Oh but, apart from the numbers, I just can't download youtube videos quickly. When my speedtest stats are showing 6Mbps. I can really tell the difference. 

I've been hitting those numbers late at night. I want consistent performance. 

[Castlemaninc]

Did I give you the right info ? I don't see anything with that terminology.

Tonight my speed was really horrible. Less than .5mbps dowload and around 1mbps at the highest in a span of 8 hours. But now it's working at close to 7. I'm at 6.86. Perhaps because it's 1am in the morning. But just an hour ago it wasn't so good.

I have a typical setup. I don't do anything too fancy. 

I am not even hard to please. I would probably be fine with 4mbps. 

I'm glad someone is moderating this conversation for my personal safety. I would really rather have somebody that can give me some answers. My schedule hasn't been flexible enough to catch somebody on the phone at customer service. 

Can a technician chime in on this conversation?

[26msnking]

I have the same problem for more than two years....IThe thing is that verizon never informed me that since my residence is more than 10000 feet from the DSL HUB i cant receive the speed I was paying for. This is in violation of truth in advertising.I believe we have a case for a class action lawsuit. please respond so we can get the people involved for this inappropriate business practices.

I wish I could change to another provider!

{please keep it relevant}

[Devost8r]

I agree that there is a lawsuit here. A quick search on the came up with an attorney that actually specializes in thi exact matter. I'm going to give him a call. I really can't stand attempting to do business with this company any more. They've completely ripped me off.

To think, on all of there advertisements it says that speeds will be consistant all day. And then the fine print on your contract contradicts this right away. Horrible business practice.

[timncat2]

I wonder if the FCC and Attorney General know what is going on here. It seems someone has to get to the bottom of this. We as customers will never know why. I live 4 short blocks from the hub and I lose speed every night between 7-11pm and midnight on saturday night. I have the 10-15Mbps package and I go down to 1Mbps every night to the 1Mbps. The ad I used to get decide on Verizon is that I get the same speed because of a dedicated line even if my neighbor is on. A tech told me it is slow because my neighbors are on. Of course I was also told it is a software called "optimizer tool" that is doing it. Then again I was told it was on my end. It depends on the tech one gets. It is wide spread so it sure isn't at my end and a tech came out and checked and my end was good. I wonder how many calls the FCC got on this.

[jmw1950]

There may indeed be issues, but your DSL link is exactly what Verizon promised.

Let me also point out that VISTA truly sucks if you want to run speed tests. The receive 'buffer' window is dynamically allocated on Vista and Windows 7 computers. You may have to run a speed test several times before you finally have a receive buffer 'window' that is large enough to support the full speed of your connection.  Of course if you don't use the connection much for a while, the windows will automatically shrink the windows back down  to the default.

I have a client who has a FiOS 25/25 connection, and it takes several tries to get a speed test up to somwhere near what he is supposed to have. The problem is the receive window for the NIC by default isn't anywhere near large enough to support a 25/25mbps connection, and it takes several speed test runs for the windows to be set large enough.

Some Wireless device receive buffer windows are set by the hardware manufacturer, and it may be very difficult to change them. Consequently, most users try not to run speed tests via wireless.

That leaves firewall, router, anti-virus, PC and traffic congestion issues.

Speedtest.net is also extremely sensitive to the server you pick  and the available network capacity on the links your test is router over. I can get speed test results that range over a factor of 10 quite easily by simply changing the server I test with (and the closest is rarely the fastest).

A far more useful test is ndt.anl.gov which identifies where the limits are. The more information can be especially helpful in identifying where the limitations are.

[Castlemaninc]

Here are my results from  ndt.anl.gov

TCP/Web100 Network Diagnostic Tool v5.5.4b

click START to begin

** Starting test 1 of 1 **

Connected to: ndt.anl.gov  --  Using IPv4 address

Checking for Middleboxes . . . . . . . . . . . . . . . . . .  Done

checking for firewalls . . . . . . . . . . . . . . . . . . .  Done

running 10s outbound test (client-to-server [C2S]) . . . . . 414.0kb/s

running 10s inbound test (server-to-client [S2C]) . . . . . . 806.56kb/s

Your PC is connected to a Cable/DSL modem

 [S2C]: Packet queuing detected

click START to re-test

TCP/Web100 Network Diagnostic Tool v5.5.4bclick START to begin
** Starting test 1 of 1 **Connected to: ndt.anl.gov  --  Using IPv4 addressChecking for Middleboxes . . . . . . . . . . . . . . . . . .  Donechecking for firewalls . . . . . . . . . . . . . . . . . . .  Donerunning 10s outbound test (client-to-server [C2S]) . . . . . 414.0kb/srunning 10s inbound test (server-to-client [S2C]) . . . . . . 806.56kb/sYour PC is connected to a Cable/DSL modem [S2C]: Packet queuing detected
click START to re-test

[Castlemaninc]

Regardless of the numbers. I paid for more speed to speed up the waiting times on Netflix movies, and Youtube videos. 

[jmw1950]

You really need to look at the information at the bottom of the display 'more information' from the Argonne Labs NDT test.

That tells you what and where the throughput limits are.

[Castlemaninc]

I had online technical support do a shared screen view, and they fiddled with my problem. 

They ran tests on speedtest.net and confirmed that what I was saying was accurate. 

They gave me a phone number to call. 

Voice Technical support at 800-567-6789

I called them. I was greeted by a computer that said my problems were reported and fixed. So I rebooted my router. 

Nothing has changed. 

So this is lame.

[Castlemaninc]

Online technical support was friendly, but they couldn't resolve the issue. They cleared by internet browsing history, deleted temp files, and reset a few things. 

Supposedly the live support people were going to

perform some additional 'offline' troubleshooting steps, like power cycling, hard reset, which we will be unable to perform online.

[naftikos]

Reading threads like this one is very frustrating. For what it's worth, we've been having the identical problem-paying for 7Mbps but lucky to get 1 Mbps the past week. Service has been all over the map, ranging from 220K to 5.6M. Prior to this week it was a rock steady 6.56M. I've done all the things that customer service would ask you to do in the past. Reboot the modem. Clean your cache. Reboot you computer. Etc. None of that is the problem. AND I noticed that Verizon has it's SYSTEM STATUS tool offline so we can't check to see if they are the problem BUT I suspect they are.

[smith6612]

The system status tool has been broken for as long as I can remember. Anyways, most of these slow-downs people are seeing are due to overloaded circuits or faulty equipment. Sometimes it's due to an edge router being at capacity. You just need someone to put in a ticket to the CO to fix it up. It's become a rather common issue now that FiOS is on Verizon's radar unfortunately. The thing DSL has going for it is the sync rate to the CO, which is the "guaranteed" bandwidth you can get to the connection, hence dedicated connection. Once at the CO, like any other connection you're going to run into shared points where problems can and will occur.

[Castlemaninc · Accepted solution]

The technician was able to visit me today. He was actually a great technician and redid all of the wiring inside and out. 

However, the speed problem was related to a congested pool that I was in. My speed was fast at 1am and below 1Mbps throughout most of the day. 

They put me into a new pool and now my connection is working great. 

My internet light was going off on my modem, not the DSL light. But all of my hardware and computers were fine. 

I'm really happy that the technician helped me out. He even fixed my neighbors phone while he was here. 

[MSances1]

I have to say it doesn't surprise me to come on here and see others reporting the same problem that I have been experiencing.

I have gone through hell with Verizon about my DSL connection. they bumped me up to 7 mbps sometime ago through a promotion they were having. I was actually content with what I had but you know you stick a carrot in front of a rabbit 

and its going to bite.  So I took it hook line and sinker. It was fast too and for a household with teenagers playing online games and all man what a difference it made over there so called high speed DSL at 3mbps.

It lasted for quit awhile to the point to where I never really checked my speed. Until after about a year we were reseting the router more often my kids would complain about the net and why is it their friends is so much faster and all. It finally got 

my attention several months later to where I went on and did a speed test. Viola there was the problem my so fast special package from Verizon I guess the honeymoon had worn off because I wasn't not only getting below 7 mbps I was 

getting below 3 mpbs lower than what I was setting at originally! I was paying for the 7 however and of course and now the promotion had run out so they had me buy the you know what! So I called tech support. HAH! that was a joke! Sir restart 

everything check your filters that has to be what it is it has to be on YOUR side it cant be US! So I did what they requested I even went out and bought all new filters its been awhile so why not. Got everything all back in order did my restarts 

Modem, router, computer, yadyyadda!!  ran my speed test urgh disappointment Verizon was so sure it was my stuff causing the trouble wouldn't even go above 2 mbps! Funny thing though Id watch it I became a speed test freak and in the 

middle of the day Id get 6.5 mbps!!! but just as soon as the clock would hit 6pm BAM!! down to 2 mbps!! very confusing. So I called tech support to tell them what I had discovered and they did everything short of laugh at me. Really **bleep** me 

off. Here I am not getting any help from them I'm trying to figure this thing out on my own and when I discovered something of importance they took it very lightly as if it couldn't be! So from then on out I wasnt nice to them anymore when I 

called in I was a grumpy **bleep** off old man that wanted some results and I was tired of the **bleep**. So they said somebody was coming out to my area to physically check the lines. can I be available on a certain day between this time and that 

time. Sure no problem, Well I waited and waited and waited NO VERIZON!!! Figures.

SO I called back the next day and demanded to speak to somebody there that has some kind of horsepower in tech support. I was put on hold for over 30 mins when a young female voice came on to see what I needed. I went through the 

whole story so far and how long this has been going on. She apologized and ran a line test and proceeded to tell me to RESTART EVERYTHING!! So I stopped her and explained that every time I call I get the same text book procedure 

thrown at me! IT DOESN'T DO ANYTHING!!  I hung up **bleep** again so I just figured I was going to be stuck with 2mbps for 7mbps price. A few weeks went by the speed was really eating at me and all the tech support **bleep** so I figured I'd call 

billing for a refund! 

I got ahold of billing for a refund of my money for the difference in speeds. Right away they wanted to send me to tech support to see if the issue can be resolved after all A REFUND? I explained to her all teh **bleep** I had already gone through with tech support and I was done with them already.  She stated that she can reroute me to the engineers!!! ENGINEERS!! The guys that built this stuff in the first place to see if they can shine some light on my problem. SO in the future if you really want real tech support call BILLING and ask for a refund then amazing things will start happening. I got connected with the engineering dept and was asked to leave my call back number. in less then 4 hours I had an engineer from Verizon calling me back wanting to know whats going on. Explained the whole thing. He told me to give him until tomorrow to puzzle it out and he'll be getting back in touch with me. In the mean time he's sorry for teh trouble that Verizon has been putting me through for the past several months.

He called me back the next day and explained to me what was going on and why my DSL service slowed down to a crawl and by 5pm today itll be resolved. After all you are paying for 7 so thatws what you should be getting no matter what.he stated.

As it turned out when I first got turned on for 7 mbps it was at the beginning of their promotion and evedentally it was more successful then they had anticipated. The router that my line was on became crowded therefore slowing down everybody on that router to a crawl. All they had to do was switch my line overto a uncrowded router and viola back up to 6.5-7 mbps instantly.

With that siad I went back tobillingand took as much of a refund that I could get for teh difference once that router becasme crowde andI wasnt getting what I paid for.

So if yoru DSL is crawiling ask themto please check your router population. It may or may not be your issue but you see what it took for them to finnally get to that conclusion.

[lobo357]

was fairly happy with the service up until new year's day, ( maybe jan / 02 )...

now.....

consistant, rediculously slow ( most of the time, less than 200 kbps, supposed to be 4-7 mbps....

talk about a monopoly.

my only options are satellite, or local cable access which requires a TV subscription ( already have DTV. )

Comcast serves all around me neighborhood, but not in it.

the only response I get from support line @ verizon... " we are having a maintainence on the server, our technitions are working on it...."

roughly 7 days now.

re-booted everythig, including router, which originally needed a seperate code from the manufacturer for me to set it up as a wired router ( to old school for wireless...or to paranoid... )

anyway,

westell 6100g.

I need to get this fixed, and I know it's not the wiring, tech came once before, installed cat 5 cable direct from outside access box to computer ( modem )

Why can I not get support from the same country in which I live, and subscribe? as opposed to a trans-continental auto - answering system that has me on hold for to long.........only to have the system tell me my problem has been resolved.

IF MY ISSUE HAD BEEN RESOLVED, WOULD I REALLY SIT ON INTER-CONTINENTAL HOLD ON THE SUPPORT LINE?????

and to top it off, now the "in home agent" hangs when it tries to obtain my user info...

If I could afford to move to a different home, I'd leave tomorrow, just to get away from verizon.