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Slow internet at night

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Alum

Re: Slow internet at night

Hello Steve,

Thanks for posting with a case number. I was able to locate your account. Seems you've been having some problems for a while now. The speed tests listed on your case notes are very low for your plan. I do agree that there was some misinformation that left you waiting with no real update. However one of the most important things to do when escalating, is to get as much information, which will make it easier for our engineers when looking for a fix. That is why we needed more data. We are on the corporate level and have direct contact with engineers. Even we need a good pool of tests before escalating. Otherwise our engineers, who's time is very important, will just ask us to provide them with more results to go off of. Making us back track instead of moving forward and getting you the results you need.

So, with that said even here we'll need some current tests. Did they have you run tests at www.testmy.net using manual test sizes of 12 MB for download and 2 MB for uplaod? That is the correct setting needed and asked by our engineering team. I also noticed your install pictures, and based off of the line of sight, there may be some issues. There may be a tweak we can do there, if our escalation is not able to bring satisfactory results. I assure you that this is not to give you the run around, but an assurance that we are going to use your information to get this resolved asap. The sooner we have the ammo to use the better. Looking forward to your reply.

Thank you,
Chris
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New Member

Re: Slow internet at night

Thanks Chris, I am happy to hear you are interested in helping me...Finally! One of the agents I spoke with had me do some tests on testmy.net, I am not sure about the test sizes we did. Let's just do whatever tests are needed now. Will someone contact me do those tests?
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Distinguished Professor IV

Re: Slow internet at night

Steve,

Chris won't be back until Monday, but the tests he needs are as follows.

Head to http://testmy.net/ and create an account if you don't already have one there.  While signed in to that account, and while using a single device connected directly to the modem with a LAN cable, NO ROUTER, perform five download tests using the 12MB manual test size.  Make sure to space the tests at least five minutes apart.   Also, because it sounds like he would like some upload tests as well, perform five upload tests, again spaced five minutes apart, but using the 2MB manual test size for the upload tests.

If possible, run the tests a few times a day, preferably morning, afternoon and evening.  When you have completed some tests, click on "Results", then copy and paste the URL of the results page into a post on here.  This will give a link on here to your test results.  The link will look like the following, but with your account name where it says "yourname". 

http://testmy.net/quickstats/yourname    

Also, if you would like to automate each batch of five download and upload tests instead of running each test manually, click on Auto Test and use the criteria in the following picture, then click "Start Automatic Test".  This will run five of each test automatically.  You will still have to do this a few times a day, but it will make it much easier than running the ten tests (five download and five upload) manually each time you run some tests. 

(click on picture to make it larger)


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
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New Member

Re: Slow internet at night

Thanks Gabe, I was hoping an agent from HN would be reaching out to me...

I Still Need HELP!
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Alum

Re: Slow internet at night

Hi Steve,

The tests can be run by you at anytime. We need a pool of tests throughout the day, but also during the time you experience the slowest(at night). Follow the directions depicted by Gabe. Then post your results, with that we escalate. We can't be on the phone with you at every time of the day we need. That is why it is easier to have you create an account at testmy, run tests and post the account link. We and our engineers will be able to track and see all tests run from then on. 

Thanks,
Chris
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New Member

Re: Slow internet at night

OK Chris, here is the link to my resultshttp://testmy.net/quickstats/Stere_1

Hopefully these tests and all the others that I completed when I was talking with the first level tech support is enough to get my issue escalted and FIXED!
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Alum

Re: Slow internet at night

Hi Montell,

Thanks for running all those tests. That is a great pool to start with. There is definitely something off about hose peak time hour speeds. Continue to run a few more tests. I will be escalating this to our engineers today.

- Chris
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New Member

Re: Slow internet at night

Ok Chris, I will run a few more tests. By the way my name is Steve. How long do you think I will have to wait until escalation and or resolution?
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Alum

Re: Slow internet at night

Hi Steve,

It all depends on the engineers. In my experience it can take from 3-5 days to a week or two. However that is with changes being made, getting your feedback, then making adjustments based on your experience. So if some initial tests and tweaks are done and you see an immediate difference maybe not that long. With that said it is a day from thanksgiving, so we have to take that into account as well. I'll update you as we move through the process. Your patience and cooperation are greately appreciated. 

Thanks,
Chris
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New Member

Re: Slow internet at night

Hey Chris, I completed a few more tests. I will leave this with you and will wait for you to reach back out to me.