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#841861 - 10/12/12 11:06 AM Re: internet service call?? [Re: traveler]
Homer6 Offline
BAAG Specialist

Registered: 04/18/02
Posts: 5460
Loc: Oklahoma, USA
I didn't give the test numbers any thought until I read the other posts. I ran the test three time, clicking on the New Server button before each test.

Ping stayed the same each time: 25 ms

First test: Download was 12.99 Mbps
Upload was .97 Mbps

Second test: Download was 16.01 Mbps
Upload was 1.06 Mbps

Third test: Download was 15.37 Mbps
Upload was .88 Mbps

Yes, do contact your ISP if the download speed is less than what you're paying for. And keep calling if it doesn't change.

It could very well be they are having equipment problems and are working to fix the problem. It's also possible there's something bad between the house and the main office. Or something wrong at the house. Everything between house and main office need to be tested in order to determine if everything is up to specs or if something is failing.

Also keep in mind that speeds will vary if you have internet service through a cable TV provider. Those I'm aware of run their internet service over their coaxial cable, the same cable used for cable TV.

(Unless the company has upgraded everyone to fiber optics. In which case, each person would be connected to an individual fiber within the cable. Or working through a splitter which breaks up the service between several users over the same fiber. Splitters don't degrade speeds near the same as everyone working over the same coaxial cable.)

This means that everyone who has cable TV or internet service work over the same wire and shield in that cable. Cable TV users won't notice a slow down because their service is one way, receive only. But internet users will notice a change because it's send and receive. And the speed of the internet service will decrease as more people get online.

Don't let them give you the garbage that they're only obligated to provide a connection, that the speed you pay for isn't guaranteed. Because if the speed isn't guaranteed then why are you being charged for something they can't provide. That's fraud.

Two last resorts if you can get satisfaction from your local provider. If you continue to have problems, and your provider keeps telling you there isn't a problem or refuse to try and fix the problem, file a complaint with your local Corporation Commission/State Corporation Commission. And if that fails, file a complaint with the FCC. Companies do not like dealing with either of these agencies.

Filing the complaints is a last ditch effort, but you are a consumer paying for a service. And the providers have an obligation to provide the best service they possibly can.


Edited to correct posting error.



Edited by Homer6 (10/13/12 02:14 AM)
_________________________
If something gets your goat, it just proves you have a goat to get.

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#841867 - 10/12/12 11:42 AM Re: internet service call?? [Re: Homer6]
Jenny100 Offline
GB Reviewer Glitches Moderator
Sonic Boomer

Registered: 10/24/00
Posts: 35203
Loc: southeast USA
Originally Posted By: Homer6
Ping stayed the same each time: 25 ms

First test: Upload was 12.99 Mbps
Download was .97 Mbps

Second test: Upload was 16.01 Mbps
Download was 1.06 Mbps

Third test: Upload was 15.37 Mbps
Download was .88 Mbps

Homer, the first number they give you is your download speed. The second is your upload speed. Upload speeds are usually pathetic compared to download speeds and you have to get a special ($) business type connection to get upload speeds equal to the download speeds.

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#842010 - 10/13/12 02:15 AM Re: internet service call?? [Re: Jenny100]
Homer6 Offline
BAAG Specialist

Registered: 04/18/02
Posts: 5460
Loc: Oklahoma, USA
Thanks Jenny. Guess I can't read my own writing. I corrected that post.
_________________________
If something gets your goat, it just proves you have a goat to get.

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#842062 - 10/13/12 09:49 AM Re: internet service call?? [Re: SharonB]
Jenny100 Offline
GB Reviewer Glitches Moderator
Sonic Boomer

Registered: 10/24/00
Posts: 35203
Loc: southeast USA
Just didn't want anyone to be confused by it, Homer.
Thanks for all the research you're doing.

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#842071 - 10/13/12 10:31 AM Re: internet service call?? [Re: Jenny100]
Homer6 Offline
BAAG Specialist

Registered: 04/18/02
Posts: 5460
Loc: Oklahoma, USA
No, there's enough confusion around without making more.

You're welcome.
_________________________
If something gets your goat, it just proves you have a goat to get.

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#842136 - 10/13/12 02:53 PM Re: internet service call?? [Re: Homer6]
SharonB Offline
Settled Boomer

Registered: 01/23/09
Posts: 934
Loc: Delaware, USA
On further testing I find that my download speeds vary drastically. My best speeds 16 - 24 MB/s download are in Baltimore, 100mi & Washington DC beta server. Anywhere else and my speeds drop down to 12, 9, 5. My service seems slower anyway and I'm not sure how that affects surfing from site to site as opposed to downloading a file.

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#842139 - 10/13/12 03:02 PM Re: internet service call?? [Re: SharonB]
Terri824 Online   content
Addicted Boomer

Registered: 01/12/06
Posts: 1468
Loc: Texas
Called my ISP yesterday, got no information. They wanted to know what the test results showed before they would tell me what I should be getting. Talked with the business office and I can get an upgrade for about $15.00 a month more. (won't be much faster) But I will have to sign another contract. That doesn't make me happy. But first I will be contacting someone in corporate that I have been in contact before. wave
_________________________
When you live in the past, it costs you the present.

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#842140 - 10/13/12 03:14 PM Re: internet service call?? [Re: SharonB]
Draclvr Online   content
BAAG Specialist

Registered: 06/03/05
Posts: 9682
Loc: In Missouri near St. Louis
Oh, my... I'd have been raising holy heck if they wouldn't tell me what I'm already paying for. That is the worst of the worst of the worst.
_________________________
Gardening is better than therapy. Plus you get tomatoes.

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#842143 - 10/13/12 03:44 PM Re: internet service call?? [Re: SharonB]
InlandAZ Offline
Glitches Forum Moderator
BAAG Specialist

Registered: 08/14/02
Posts: 6743
Loc: Arizona
Modems (including DSL modems) will negotiate down when receive errors are detected. Unfortunately they never negotiate back up.

So if you're not getting the expected transfer rates, try powering the modem off a minute or so, and then test your connection speed.

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#842175 - 10/13/12 07:38 PM Re: internet service call?? [Re: InlandAZ]
SharonB Offline
Settled Boomer

Registered: 01/23/09
Posts: 934
Loc: Delaware, USA
Did that Inland. Now having problem testing speed at all. Does the ping (90s) then keeps flashing connecting. Internet is definitely slower. It was moving along pretty good before the internet went down and the service rep came. When I did the test after that I was shocked at the speed. Now having all kinds of difficulties. Part of the problem is that I added a big graphic mod for an RPG which insisted I have the latest DirectX, Framework 2, 4, etc, etc...

After trial and error managed to install the game, the mod and get everything working. Then used CCleaner and messed up the password connections to my bank for my financial program.
Did system restore, registry restore, program restore... Think it's fixed, but one bank is being stubborn. I'm going to wait a few days to see if it magically recovers.

Okay -- 1st test - Error -- Didn't connect
2nd test -- 3mb/s
3rd test -- 8mb/s
4th test -- 23mb/s all at default server
5th test -- 2.62 mb/s
6th test -- 20.72 mb/s (Washington Beta)

Despite the test scores I'm noticing slower performance since all this started.

I think I'll adopt a wait and see what happens for a few days. Unless you think I need to do something different.

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#842184 - 10/13/12 10:18 PM Re: internet service call?? [Re: SharonB]
InlandAZ Offline
Glitches Forum Moderator
BAAG Specialist

Registered: 08/14/02
Posts: 6743
Loc: Arizona
You shouldn't be seeing large differences in your download speeds just after a reboot (of the modem). It sounds like your ISP may be having issues.

Try using the site below to test your bandwidth - they automatically select a nearby location. Wait a few seconds for the "Begin Test" button to display.

SpeedTest.net

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#842203 - 10/14/12 01:02 AM Re: internet service call?? [Re: InlandAZ]
Homer6 Offline
BAAG Specialist

Registered: 04/18/02
Posts: 5460
Loc: Oklahoma, USA
Terri: When you talk with your corporate contact, make sure you tell that person their company refused to tell you what speed you're paying for when you called the first time. You have a contract with them and are paying for specific services, so that information should be open to you and other customers who request information about their services. Some companies have procedures in place to verify who is calling, so it may very well be that first person didn't follow procedures. But they can't withhold general information about the services they provide you. And if you don't get satisfying answers from your corporate contact, keep calling up the line. Ask to speak to the next supervisor in charge. And if all else fails, contact any local, or state commissioners and file a complaint. And it that doesn't get anything done, then contact the FCC. And Terri, if speed won't increase then don't do an upgrade. You'll just be paying more for the same you have now. Unless what you're upgrading to is a maintenance plan, in which case it may be worth it. Just make sure you read very carefully what's being offered.

Sharon: The speed of your internet connection isn't dependent on anything other than the connection between your modem and your ISP's equipment. The modem is merely the interface between your computer and the ISP.

It does what's called modulate/demodulate, which is fancy talk for an electronic translator. It turns information from your computer into a signal that can be transmitted to another location. At that location that signal is turned back into computer talk, allowing your computer and the computer at the other end to communicate.

So it doesn't matter what software you installed when this all started, it isn't going to affect that connection. Problems are the result of trouble between that modem and your ISP, or the ISP and the signal destination. Troubleshooting has to start at the ISP's end of the connection, to make sure their connection from your modem to their equipment isn't the problem. Only after that can other connections be considered. Stay on them until you are satisfied with your service.
_________________________
If something gets your goat, it just proves you have a goat to get.

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#842205 - 10/14/12 01:19 AM Re: internet service call?? [Re: SharonB]
Draclvr Online   content
BAAG Specialist

Registered: 06/03/05
Posts: 9682
Loc: In Missouri near St. Louis
Yes, what Homer6 said - especially to Terri... do not stand for such a dreadful breach of your contract with your ISP.
_________________________
Gardening is better than therapy. Plus you get tomatoes.

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#842345 - 10/14/12 03:07 PM Re: internet service call?? [Re: SharonB]
Terri824 Online   content
Addicted Boomer

Registered: 01/12/06
Posts: 1468
Loc: Texas
Oops, they did tell me what I should connect at but only after I told them what I was connecting at. Apparently it was within the speed that I was paying for. Did not write down what they said but will call again and see what they tell me. I have the basic:
•3 Mbps – Ideal for sharing photos with your family and friends
•6 Mbps – Ideal for watching media-rich content, movies and gaming
•10 Mbps – Ideal for multiple users in a household
•20 Mbps – Ideal for all the above plus more
_________________________
When you live in the past, it costs you the present.

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#842351 - 10/14/12 03:35 PM Re: internet service call?? [Re: SharonB]
Jenny100 Offline
GB Reviewer Glitches Moderator
Sonic Boomer

Registered: 10/24/00
Posts: 35203
Loc: southeast USA
Originally Posted By: Terri824
Numbers are D/L 2.99 bps and U/L 0.54 bps.

Terri, if you meant 2.99 Mbps in your earlier post instead of 2.99 bps, your numbers are very close to the 3 Mbps that you're paying for.

1 Megabit (Mb) = 1,000,000 bits and
1 Mbps is 1,000,000 times as fast as 1 bps.

Most of us have faster than a 3 Mbps connection now.

Note that there are 8 bits in a byte and sometimes download programs report download speed in kilobytes/sec (KB/sec) instead of bits/second or Megabits/sec. (Big B = Bytes, little b = bits).

So if your download speed is 3 Mbps, it will be reported as 375 KB/sec.
3,000,000/8 = 375,000 bits/sec = 375 KB/sec.

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