Speed Match not working

[kennystultz1]

I recently upgraded to FiOS Quantum internet 75/75 (end of December).  While the download speed is fine, the upload speed has consistently been about 65% of the download speed.  Is there some setting I need to change to get the upload and download speeds to match?

[eljefe2]

I would suggest the first thing you do is call Verizon tech support and ask them to confirm your ONT has been provisioned for 75/75.

[Telcoguru]

Are you testing the speed using an ethernet cable on the Verizon test site? speedtest.verizon.net

[kennystultz1]

Yes on both counts.  Also, I get the same behavior with three different computers.  I suspect the other person that replied probably hit the nail on the head - something is not right with the ONT box.  I spent an hour in an online Verizon chat session yesterday morning and another 30 minutes on the phone with them last night.  They couldn't get it fixed.  A technician is supposed to come out tomorrow to look at the equipment.

[click4dylan]

Don't bother contacting them. They don't care. Same problem here for 3 months now.  Called and called, two techs arrived at the house, no fix. Online chat is useless, spent 2 hours on that alone, only for them to tell me it's my router when I can plug my computer directly into the ONT and get the same problem.

[eljefe2]

---

@click4dylan wrote:

Don't bother contacting them. They don't care. Same problem here for 3 months now.  Called and called, two techs arrived at the house, no fix. Online chat is useless, spent 2 hours on that alone, only for them to tell me it's my router when I can plug my computer directly into the ONT and get the same problem.

---

Just out of curiosity, when those two techs came to your house did they see the upload speed problem?

[ElizabethS]

Hello click4dylan

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 in the middle, right at the top 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. 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.

[Telcoguru]

What is your ONT model number?

[kennystultz1]

The only thing I see on the box that looks like it might a model number is "SFH ONT 612A".

FWIW, a technician was out on Thursday and spent a couple of hours here and couldn't get the problem resolved.  He plugged his laptop directly into the ONT box and still got slow upload speed.  At that point, he got on the phone and called into his office and was told there was a bad POM card somewhere that needed to be replaced.  That replacement happeded Friday, but it didn't solve the problem.  Verizon called to check with me (to their credit) to see if the situation was resolved and when I told them it wasn't, they scheduled another technician to come out tomorrow.  This is turning out to be quite an adventure.

[smith6612]

Something to note, I believe the Tellabs ONT612A you have is a BPON ONT. Some of the ONTs of that age required replacement due to the fact that they would max out at around 35-40Mbps of upload. Also, since you're on BPON there is far less available capacity on the PON if you have a neighbor that is very upload heavy, for example. 75Mbps up doesn't allow for much headroom when your total upload speed on BPON is 155Mbps.

If your upload speed is never able to achieve 75Mbps from another computer, on wired, and the ONT Is provisioned correctly, you might need a tech roll to move you to GPON. Just make sure you have disabled all forms of QoS on the router you are using. Many routers shape upload traffic, and others do not have the CPU power to handle QoS on a 75Mbps connection.

[kennystultz1]

Technician Number Two came out yesterday and swapped out the ONT box.  It's the same model, just a new one.  It made no difference.  Upload speed is still slow.

I was supposed to hear today when Technician Number Three is going to come out, but I heard nothing.  I'm getting a bad feeling about this.  I guess I'll have to hound them tomorrow to find out what's going on.

[Telcoguru]

---

@kennystultz wrote:

The only thing I see on the box that looks like it might a model number is "SFH ONT 612A".

FWIW, a technician was out on Thursday and spent a couple of hours here and couldn't get the problem resolved.  He plugged his laptop directly into the ONT box and still got slow upload speed.  At that point, he got on the phone and called into his office and was told there was a bad POM card somewhere that needed to be replaced.  That replacement happeded Friday, but it didn't solve the problem.  Verizon called to check with me (to their credit) to see if the situation was resolved and when I told them it wasn't, they scheduled another technician to come out tomorrow.  This is turning out to be quite an adventure.

---

The top speed of the 612 ONT is 75/75. The tech needs to test directly from the ONT with a laptop.

[kennystultz1]

---

@Telcoguru wrote:

---

@kennystultz wrote:

The only thing I see on the box that looks like it might a model number is "SFH ONT 612A".

FWIW, a technician was out on Thursday and spent a couple of hours here and couldn't get the problem resolved.  He plugged his laptop directly into the ONT box and still got slow upload speed.  At that point, he got on the phone and called into his office and was told there was a bad POM card somewhere that needed to be replaced.  That replacement happeded Friday, but it didn't solve the problem.  Verizon called to check with me (to their credit) to see if the situation was resolved and when I told them it wasn't, they scheduled another technician to come out tomorrow.  This is turning out to be quite an adventure.

---

The top speed of the 612 ONT is 75/75. The tech needs to test directly from the ONT with a laptop.

---

The first Tech that came out did just that and got the same slow upload speed at the box.  The second Tech changed out the ONT box, but didn't have a laptop with him to test at the box.  He told me that some one would be out yesterday between 8 and 12 to do that and nobody showed up.  I put a call into the local service manager yesterday afternoon to ask when someone's going to bring out a laptop and test at the box but so far he hasn't responded back to me.

If anyone at Verizon is reading this and can help me get the new box tested, I'd sure appreciate it.

[Telcoguru]

It is either a provisioning issue or a problem with the equipment in the central office since the tech got the same slow speeds at the ONT.

[kennystultz1]

That makes sense.  I wonder how trouble it is to fix because I don't understand why the service manager is stonewalling me.  It's really ticking me off that the service manager won't return my calls.

Again, if anyone at Verizon is reading this and can help out I'd really appreciate it.  I'm at a loss on how to proceed.  Seriously, who do I call next?

[LawrenceC · Accepted solution]

Hi kennystultz,

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.

[Maracil317]

I would love to have 926 down and 926 up considering I pay for a gig. 610 up is best I’ve ever gotten. Don’t know why…can anyone help?

[kh_jenn]

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic. Thank you!