Slow Download Speed Despite Expected Bandwidth: Signal Quality Check Needed

jleroy
jleroy Posts: 6 ✭✭
edited May 4 in Internet
Hello,

The download speed is well below that of my plan. Various speed tests show a download speed of 50~60Mbps, compared to the expected 400Mbps. The upload speed is as expected (~50Mbps).

The modem is in bridge mode with my own router. I conducted the tests while connected via Ethernet to my router. I have already tried a factory reset and turning off/on the modem/router. The result is the same.

I didn't have any issues with my previous ISP using the same setup. Could Fizz support team please check the signal quality?

Thanks in advance!

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 9,055 ✭✭

    Hi @jleroy

    Contact the support to have your line checked

    You can always contact the support, https://fizz.ca/en/support , and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

  • FizzyFizz JQMPM
    FizzyFizz JQMPM Posts: 6,899 ✭✭

    If I'm quite far from the modem, even though it's not actually that far, I also do get slower speed. Anyway, you should contact customer support and ask them to check the line for you to see that everything is fine on their side

  • Whizz
    Whizz Posts: 23,494 admin

    Hello @jleroy,
    I am sorry to hear about that.
    I verified the modem’s status in our tools, and I can see that its signals are under the right parameters, meaning that the modem is receiving a good and steady internet connection.
    I will kindly ask you to remove the bridge mode from your own router and connect to the Fizz modem without it and do a test.
    After that please try and do a new speed test using the Ethernet cable connected directly into your device.
    Here is an helpful FAQ about that https://fizz.ca/en/faq/my-wi-fi-network-not-optimal-its-slow-or-it-cuts-what-do-i-do
    If the issues persists please reach us back on one of our platforms, you will need to access the following link https://fizz.ca/en/support
    Hope that you have a good rest of your day.
    -Mihai, Community Moderator

  • jleroy
    jleroy Posts: 6 ✭✭
    > @FizzyFizz JQMPM said:
    > If I'm quite far from the modem, even though it's not actually that far, I also do get slower speed. Anyway, you should contact customer support and ask them to check the line for you to see that everything is fine on their side

    I am experiencing this slow downstream speed with an ethernet cable connected to my router.
    The upstream speed is as expected
  • jleroy
    jleroy Posts: 6 ✭✭
    I tested this morning, I am at 110~120Mbps downstream via ethernet and wifi. That's better but still far from 400Mbps
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