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Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

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red13n
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Contributor
Posts: 3
Registered: ‎01-17-2013

Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

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Have 50/35 plan, around 5-7pm PST my DL speeds start slowing down, to under 1 Mbps at peak performance decrease. They go back up around midnight, sometime a bit later, sometimes a bit earlier.

 

I cant manage to get Verizon to do anything. The first few days were them trying the same things over and over again on my PC(Most things being PC specific, despite me clearly stating for most things that "I've tried multiple devices that have all worked fine before and if this were the issue it'd take an extreme act of a horrible cruel god for this same problem to affect 8 devices all at once". Obviously none of this worked.

 

So they send me a new router thinking maybe that works. Nope. (And yeah, I've replaced/unreplaced).

 

I cant count how many times I've been asked to run the optimizer.

 

I've had them send my call in a circle(Tier 1, tried to send me to tier 2, tier 2 forgot about me and randomly forwarded me to the DSL center, who ended up totally confused and forwarded me back to tier 1).

 

Several times we've had a dropped call and they never call back(I always give them my cell number).

 

Then there the time today the guy reset our box(Which disconnects the home phone) and out of habit hangs up the phone despite the fact im smart enough to always call on my cell because I know they do that. Worse is he calls back on the home phone after its done instead of the cell number I gave him. Then he resets the box again for some reason and never calls back.

 

A few nights ago they decided "oh lets send a field tech to your house at 8am ok". So he comes, of course, I have no issue at 8am, so the field tech guy is worthless and tells me as such that he cant do anything because theres no problem present.

 

Last night they decide "oh hey theres a problem on our end with our network we'll have it checked".

 

8:30am I get a call saying they've resolved the issue(I -know- they start at 8am, so my guess here is they checked the speeds at that time, saw no issue, and just closed the ticket). The automated responses asks me to confirm if its fixed or not, and I cant reply because I have no idea. The automater calls back like 3 times, all before 4pm. At 5:30 pm I guess the automater gives up getting a response from me and the ticket closes itself. I do a speed test and low and behold, DL speeds are slowing down. So back to the phone(And in my wholy unhappy almost screaming voice) and a new ticket, and now I'm waiting on a call from verizon set to come in 24-48 hours(Yay time windows).

 

So I'm running out of patience and dont know what to do with verizon at this point.

9 REPLIES 9
srw0113
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Posts: 2
Registered: ‎01-10-2013

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 2 of 10
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How are you connecting to the router? Wired or wireless?

red13n
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Posts: 3
Registered: ‎01-17-2013

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 3 of 10
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oh the amount of times I've had to answer that question this week.

 

My primary PC wired, my other devices all vary. I've got a laptop I've connected both ways, multiple smart phones, gaming consoles, etc. All of them have worked perfectly fine and work fine most of the day, and then we hit about ~5:30 and the DL speed on everything goes to crap.

JOSEm441
Silver Contributor V
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Posts: 631
Registered: ‎12-17-2009

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

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Please open a command window and run tracert when all is well and when the issue occurs, let it run until you see tracert complete please.. I aborted mine. Example C:\Users\Joe>tracert www.google.com Tracing route to www.google.com [173.194.75.104] over a maximum of 30 hops: 1 2 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1] 2 8 ms 9 ms 8 ms L100.PHLAPA-VFTTP-71.verizon-gni.net [96.227.51. 1] ^C Then post the results as an attachment in a reply.

 

See this for a better example (I lost my formatting above)

http://www.askthecomputertech.com/tracert-command.html

If a forum member gives an answer you like, please give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem. Thanks !!!
http://forums.verizon.com/t5/Verizon-net-Email/Fix-for-Missing-Inbox-sent-folders-etc-with-Internet-Explorer-11/m-p/647399
chomper87
Copper Contributor
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Posts: 19
Registered: ‎12-11-2012

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 5 of 10
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1. Are you on MoCA or Ethernet to the ONT?

2. What tests / servers are you trying to download from?

3. What other dl tests have you tried during this 5-7pm period?

4. What do the Verizon Speed tests indicate during this time?

 

If you need some other tests:

http://spdtst-dlls.tx.centurylink.net/

 

http://www6.sprint.com/landings/speedtest/?ECID=vanity:speedtest

 

http://testmy.net/download

 

http://speedtest.xmission.com/

 

and of course there's always some Linux ISOs

 

http://fedora.mirrors.tds.net/pub/fedora/releases/18/Fedora/x86_64/iso/Fedora-18-x86_64-DVD.iso

 

http://mirrors.xmission.com/ubuntu-cd/12.10/ubuntu-12.10-desktop-amd64.iso

red13n
Contributor
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Posts: 3
Registered: ‎01-17-2013

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 6 of 10
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1. MocA

2. Usually I'll run a test off speedtest.net, since it gives me a variety of servers to choose from. Then I'll run one off the verizon site just because I'm going to need to go there when tech support directs me there. Then I'll find some big image to load(Or watch a google image search struggle) and watch it load line by line because that always brings back 56k memories..

4. Oddly, and I kind of verified this today, the verizon speedtest drops the lowest first, right down to around 10Mbps. Sometimes it'll get t around 10 when other sites are still reporting lower speeds. Also if you are wondering, regardless of the medium my upload is always within 10% of 35Mbps.

 


Also verizon did the thing where they close the ticket in the morning again.

 

Problem starting up again(It started early today, speeds started dropping to 40Mbps at 5. DL speed is jittering around 20-40Mbps right now, the only speedtest being consistent is verizon's own speedtest which is always around 10Mbps.

 

Also to the person who asked about those tracerouters earlier, sorry I dont have them yet, havent been on yet today, so I'm waiting til the speeds hit their worst for the bad one then I'll pick up the good one when the connection fixes itself late tonight.

 

 

srw0113
Contributor
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Posts: 2
Registered: ‎01-10-2013

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 7 of 10
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Do you live in or near the DC area? Also, are having any packet loss? Try running a test on pingtest.net. Post your ping, jitter, and packet loss. You'll have to update Java with the latest security fix or pingtest.net won't let you check packet loss.

Hubrisnxs
Platinum Contributor III
Platinum Contributor III
Posts: 5,881
Registered: ‎07-22-2009

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 8 of 10
(2,908 Views)

because it's intermittent you HAVE to call or chat with them RIGHT WHEN IT'S HAPPENING and have the first tier guy get a network Tech to look at it RIGHT THEN AND THERE.   

 

if they look at it the next day or when you aren't having trouble, then they aren't going to see any problems.

Treplexity
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎06-22-2012

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

Message 9 of 10
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Why do you ask about the DC area, I've been having crazy problems since last night and I'm routed to a DC node..

Treplexity
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎06-22-2012

Re: Slow DL speeds at peak hours, called tech support 8 days in a row, no fix. Advice?

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