Forum Discussion

deserthaven's avatar
deserthaven
Junior
7 years ago

Low and unreliable speeds at any time of day/night on newly installed Gen5

Starting my own post now after reading for days of others' simlar problems which to date appear mostly unresolved.   Gen5 installed Friday March 16, 2018, previously using Gen4 I believe it was, th...
Performance
  • Liz's avatar
    Liz
    7 years ago

    Hi deserthaven,

     

    Thank you for your patience and cooperation. I ran diagnostics on your site and nothing out of the ordinary is showing up. Your download speed right now from your modem to the gateway is 20904.626 kb/sec. How are you finding your internet experience lately? Is there something in particular you're trying to do online that's proving difficult?

     

     

deserthaven's avatar
deserthaven
Junior
7 years ago

Follow up to earlier post:

 

Took more speed tests, auto test every 15 minutes for 10 tests. Results posted below:

 

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    7 years ago

    deserthaven

     

    This is the URL the reps will need...  https://testmy.net/quickstats/JEANNE%20H

     

    I'm sure they'll take a look at your speeds.  Thank you for using the proper sizes and procedures for the speed tests.  The WiFi light on the modem will remain on unless the radios are actually turned off in the Advanced Setup/Wireless section of the WiFi settings, but if you have unchecked SSID Enable for all four radios that's good enough, as that disables the radios' abilities to have anything connect to them.  Kinda like an outlet with those little kiddie protectors plugged into it.  The juice is still on, but nothing can plug into it.  

     

    Two things, though.  There is no 30 day trial period and there is no ability to go back to Gen4.  But, with that said, again, I'm sure the reps will respond.  

     

    Liz Amanda

    • deserthaven's avatar
      deserthaven
      Junior
      7 years ago
      GabeUwrote:

      deserthaven

       

      This is the URL the reps will need...  https://testmy.net/quickstats/JEANNE%20H

       

      I'm sure they'll take a look at your speeds.  Thank you for using the proper sizes and procedures for the speed tests.  The WiFi light on the modem will remain on unless the radios are actually turned off in the Advanced Setup/Wireless section of the WiFi settings, but if you have unchecked SSID Enable for all four radios that's good enough, as that disables the radios' abilities to have anything connect to them.  Kinda like an outlet with those little kiddie protectors plugged into it.  The juice is still on, but nothing can plug into it.  

       

      Two things, though.  There is no 30 day trial period and there is no ability to go back to Gen4.  But, with that said, again, I'm sure the reps will respond.  

       

      Liz Amanda

      Gabe,

       

      Thank you for the reply. Hopefully the tech(s) can see this fairly soon and address the issue, and hopefully there is a solution.

       

      I have continued peiodically to run speed tests on the off chance something will change but they seem to be about the same, often in the 1-5Mbps range but sometimes more.

       

      I'm assuming the link to the test results will always show the recent tests as well?

       

      I had seen reference from others in other places about a 30 day cancelation period, my mistake. It was never presented to me that way. Also, I figured no way to go back to Gen4 but it was, to this point anyway, far, far superior.

       

      Per the wifi light on modem: I do have all the SSID disabled in settings, and when I tried to go to advanced settings and change there as well, it would show it was saving the changes but would never do anything, the progress bar would stay at 0% for several minutes with no change, no matter how many times I tried on the various wifi options. Not sure why that happened but I can't seem to get it to cooperate.

       

      Thank you again for your time with this and I am anxiously awaiting to hear from the moderators.

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        7 years ago
        deserthavenwrote: 

        Per the wifi light on modem: I do have all the SSID disabled in settings, and when I tried to go to advanced settings and change there as well, it would show it was saving the changes but would never do anything, the progress bar would stay at 0% for several minutes with no change, no matter how many times I tried on the various wifi options. Not sure why that happened but I can't seem to get it to cooperate.

        That's odd.  Was it the two boxes at the top of the page?  I'll post a picture as to the two I'm referring to, but if you uncheck them, then click Save Settings, it will completey turn off the radios (or at least their broadcast).   Just in case this wasn't the case when you originally tried it, it must be done with a device that's connected via LAN cable.  If it still doesn't work, that's definitely odd, but as long as the SSID Enable boxes are unchecked, like you mentioned you had done, nothing can connect to it.  The most common reason people completely turn off the radios is that they're using their own 3rd party router, as the signals from two routers can fight against each other and cause issues, but you can still turn them off even though this isn't the case, of course.