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New customer. Speeds are acceptable early in the morning, but slower than dial-up rest of the time.

New Member

New customer. Speeds are acceptable early in the morning, but slower than dial-up rest of the time.

Ultra package purchased about 3 weeks ago.  Speeds have never been close to promised rates, but have been getting worse during the last week.  I've tried tech support, but they have been no help.  Seems as though their mission is to keep me from getting to people that can help with my issue.  One rep finally gave up and started reading the script about how advertised speeds are not a guarantee, and that actual performance will be different.  Email from online tech support clearly suggests that anything below 60% is unacceptable.  With or without router - same results.  I've read some threads here and am hoping this process will help.  Here is my test history:

Date Download Upload
7/20/2015 18:45 1055 838
7/20/2015 18:44 876 1121
7/20/2015 18:42 1077 920
7/20/2015 18:41 1181 802
7/20/2015 18:39 218 790
7/18/2015 22:55 181 1042
7/18/2015 22:52 501 618
7/18/2015 22:50 182 988
7/18/2015 22:15 1184 1042
7/18/2015 22:14 1761 1124
7/18/2015 22:13 1562 1083
7/18/2015 15:58 908 1085
7/18/2015 15:56 1142 1056
7/18/2015 15:55 1176 1001
7/18/2015 8:33 9558 1161
7/18/2015 8:32 8023 1074
7/18/2015 8:31 7856 1145
7/18/2015 8:30 12365 1142
7/18/2015 8:29 6257 1045
7/18/2015 8:29 4281 1035
7/17/2015 23:21 1100 969
7/17/2015 23:19 194 558
7/17/2015 22:20 2123 930
7/17/2015 22:19 711 967
7/17/2015 21:54 1324 1724
7/17/2015 21:52 1220 1095
7/17/2015 21:50 585 1137

ESN: 10399760

Thanks in advance for any suggestions.
3 REPLIES 3
Alum

Re: New customer. Speeds are acceptable early in the morning, but slower than dial-up rest of the time.

Hi bsaner,

I see this is your first post so welcome to the community! I'm sorry to hear this and I assure you we are here to help. Thank you for posting your results. However we will need a few more. Please take a few more days to run speed tests. If you can also alternatively run test at www.testmy.net 

Here are some instructions on how to run the test properly on this site:



Next page:


Just make sure to use 12 MB as the download and upload size. I will be adding some token bandwidth to your account to compensate for the additional tests. Once you have the results feel free to post them here.

Thank you,
Chris
New Member

Re: New customer. Speeds are acceptable early in the morning, but slower than dial-up rest of the time.

Chris,

Thanks for the reply.

How many more tests do you think will be adequate?

Bob
Alum

Re: New customer. Speeds are acceptable early in the morning, but slower than dial-up rest of the time.

Hi Bob,

The more the better. We need tests during the morning, early afternoon, night, etc. The reason for this, is that with satellite speeds can vary. So if we see a trend of slow speeds with no improvement, then we know that work needs to be done directly on your site. If they are slow and then get better and stay consistent then we can attribute this to other circumstances like weather at your location or where your gateway is located. I hope this explains it. We look forward to hearing back from you soon.

Thank you,
Chris