Slow internet

[Jordan20131]

Yesterday I had cause to speak personally with a Verizon rep which satisfied me but during that conversation I was told I could get faster internet with an additional charge per month. Since I have been complaining for months about slow internet why would the fee fix it when I deserve the service I received when I agreed to the contract which ends this February, which I am considering cancelling.

[smith6612]

I suppose there could be a few things at play, but here's the initial idea I have. If you have the basic "Up to 1Mbps" package and you're seeing a slow Internet connection, there's some consideration right there to get your connection speed sorted out, via an upgrade.

If the problem is congestion or a line problem where you're not even getting your current subscribed speeds, then that's another thing to consider, and we'll want to get that fixed before ANY upgrade.

What package do you currently pay for, and are you able to share some Speed test results with us?

[dslr595148]

Also

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

For example this what I see

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news.giganews.com

    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms

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Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?