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Upload speed advertised at 2MBS and I rarely get up to 1MBS

New Member

Upload speed advertised at 2MBS and I rarely get up to 1MBS

I called on 11/3 about my upload speed is rarely above 1MBS and on the PowerMax plan according to the advertising is supposed to be 2MBS.  After much testing I was told that I would get a return call within 48 hours and I have heard nothing.  What can be done to increase my upload speed to the advertised speed. Modem serial number B3 0010451283 A5

11/13/2014 08:05:0319598948

11/13/2014 08:04:1519775923

11/12/2014 14:44:0418897945

11/12/2014 14:42:1818034831

11/06/2014 08:04:12174761012

11/05/2014 12:24:4420164656

11/05/2014 08:00:2719241983

11/04/2014 08:23:1219980951

11/03/2014 14:23:2618398852

11/03/2014 12:58:41180737011

1/03/2014 12:35:4414166908

11/03/2014 12:35:0618724851

11/03/2014 12:34:2817626892

11/03/2014 12:26:3619968602

11/03/2014 12:25:5418897847

11/03/2014 12:25:1019859770

11/03/2014 12:24:15197871012

11/03/2014 12:23:2419787528

11/03/2014 12:17:537884780

11/03/2014 12:17:1019423926

8 REPLIES 8
Associate Professor

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

New Member

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

if it should be up to then why do I never get up to. not even once since I have had the service.
Advanced Tutor

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

Charles is right, HN's speeds (and most ISP's speeds) are advertised as "Up To" speeds.

I took the liberty of cleaning up the results you posted to make them a little easier to read:

11/13/2014 08:05:03 19,598 / 948
11/13/2014 08:04:15 19,775 / 923
11/12/2014 14:44:04 18,897 / 945
11/12/2014 14:42:18 18,034 / 831
11/06/2014 08:04:12 17,476 / 1,012
11/05/2014 12:24:44 20,164 / 656
11/05/2014 08:00:27 19,241 / 983
11/04/2014 08:23:12 19,980 / 951
11/03/2014 14:23:26 18,398 / 852
11/03/2014 12:58:41 18,073 / 701
11/03/2014 12:35:44 14,166 / 908
11/03/2014 12:35:06 18,724 / 851
11/03/2014 12:34:28 17,626 / 892
11/03/2014 12:26:36 19,968 / 602
11/03/2014 12:25:54 18,897 / 847
11/03/2014 12:25:10 19,859 / 770
11/03/2014 12:24:15 19,787 / 1,012
11/03/2014 12:23:24 19,787 / 528
11/03/2014 12:17:53  7,884 / 780
11/03/2014 12:17:10 19,423 / 926

And those are some killer speeds, considering Power Max is advertised as an "Up To 15Mbps" plan. Why are you concerned about the Up speed? Most people are concerned about the Down speed.
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Assistant Professor

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

Thanks Alan, I couldn't decipher the OP. Sure do love Snipping Tool!  Smiley Happy
Moderator
Moderator

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

Good morning Lisa,

Thank you for posting, we want to address your concerns. We were able to locate your account and review your case history. There may have been a misunderstanding, the case notes seem to indicate that you were going to call back to do additional troubleshooting while in safe mode. No worries, we can take care of this; we'll arrange a callback for you to continue troubleshooting. 

Let us know if you have additional questions to address for you.

Thanks,
Liz

Thanks,
Liz

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Moderator
Moderator

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

Hi Lisa,

No need for troubleshooting over the phone for now. We ran remote diagnostics on your site and decided as a courtesy to dispatch a technician to do a complete review of your site due to your concerns. Your site visit is currently scheduled for Monday, Nov 17, 2014 between 8:00 AM - 12:00 NOON. If you would like to reschedule, please call us at 866.347.3292 and reference case# 44723901.

Please let us know how the site visit goes. 

Thanks,
Liz

Thanks,
Liz

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New Member

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

I guess I should not have complained.  The technician came out this morning and replaced the radio and made some adjustments to the dish and now look at what I am getting.  The first 5 tests are through the router.  The last 5 tests are hard connection straight to the modem.  Just come put it back like it was. When I told him it was slower than what it was before, he said "It can't be" and just left.  HELP!

Date   Download Upload
11/18/2014 09:50:52 20164  29
11/18/2014 09:49:49 19412  51
11/18/2014 09:47:12 15248  39
11/18/2014 09:43:11 18724  26
11/18/2014 09:41:58 18886  19
11/18/2014 09:40:27 19968  19
11/18/2014 09:38:52 19051  14
11/18/2014 09:36:01 19751  14
11/18/2014 09:32:22 19980  9
11/18/2014 09:29:33 19598  10
11/18/2014 09:27:05 14661  10
11/18/2014 08:53:39 19775  9
11/13/2014 14:12:24 19787  891
11/13/2014 08:05:03 19598  948
11/13/2014 08:04:15 19775  923
11/12/2014 14:44:04 18897  945
11/12/2014 14:42:18 18034  831
11/06/2014 08:04:12 17476  1012

Moderator
Moderator

Re: Upload speed advertised at 2MBS and I rarely get up to 1MBS

Hi Lisa, 

I apologize for this morning, it looks like there was a partial outage that affected your beam. How is your system performance now?

-Liz

Thanks,
Liz

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