Sounds like you just upgraded to the Ultra Plan on the Gen4 platform. A couple of things to check. First, make sure the model number printed on the top of the front facing of your modem says "HT1100". If it says "HT1000", you need to contact customer service to have them ship you the HT1100 modem. This version is much better performing. Second, you obviously have a wireless router connected to the modem. You need to access your router's interface to see if it has a firmware upgrade available. Often, the wireless router manufacturers, like Netgear, will have firmware upgrades that fix bug issues to make their routers perform at optimal levels. When these upgrades are not downloaded into the router, often times it can cause the exact issues you are experiencing. The Ultra Plan (assuming you have 'anytime' data available) usually downloads around 20Mbps which is plenty fast for streaming all video content, even high-definition content. I recommend you check these couple of things out before exploring anything else. If any of these issues do not resolvethe problem, you may have an installation related issue (i.e. dish out of alignment) that would require a field technician to come to your home to resolve.
When going to www.testmy.net and performing the tests there as Chris requested, it would be a good idea to create an account there and do the tests while signed in to that account. By doing this it will keep track of all of the tests performed by you and will have those results handy and in one place. You can then post a screenshot of the tests, or even better, the URL of your test results. The URL of your results doesn't show any personal information, just the results of the tests. It will look like this....
I was looking for that earlier but I couldn't find it. I'll add it to my favorites so I'm able to steer people to that in the future. I hope pennyhutt66 sees it.Thanks for creating it.
That's a really good idea. I hope they take note of this.