This tip is based on a recent Cloudeight Direct Computer Care session we had with Mary. Mary wanted us to fix problems she was having watching videos online. We determined there was nothing wrong with her computers or the browser she was using and that her problem must be her ISP. We did a test and found her Internet speed was only 1/7th of what she as paying for (it was horribly slow) and we had her call her ISP — during our session so we could help her ask her ISP the right questions. Finally her ISP agreed she was using outdated equipment and her speed was not even close to the speed she was paying for. After we completed the session, she wrote the following note to us:
Thank you TC. Another computer problem solved. Good computer-bad connection. You were right! Turns out I have an ancient modem and router (2007). While you were on the computer with me, I called my ISP and they did a test as well. With the test results from TC and the ISP results, the computer was almost going backwards, it was so slow! They will be out tomorrow to install new equipment and get me up to speed. Also refunded me 40.00 on next bill to keep me happy. I love you guys! Mary
We know that many of you are paying a tidy sum for your Internet services, and we also know many of you are not getting the speeds you’re paying for and getting much slower speeds than they’re paying for due to outdated equipment, outdating wiring, or too many customers on a single node for a specific area. We have connected to many customers the past couple of years who had very slow connections, only to find they should be getting much faster speeds. To put it simply, the faster your internet speed, the faster web pages, videos, photo galleries, etc. will show up when surfing the web – and the faster your downloads will be as well.
If you are wondering if your speed is up to par, run a couple of speed tests, then check your billing statement or call your ISP (the people you pay monthly for internet service) and ask them what speed you are paying for. If there is a big discrepancy, share your internet speed test with them; it is good to have two different ones and insist they provide you with the speed they promised. One important note here: No ISP is going to deliver the top speed they advertise, but there should not be a big difference between the speed you’re paying for and the speed you’re getting.Let’s say you’re paying for 6 mbps (megabits per second) and the speed tests show you’re getting 5.2 mbps and 5.1 mbps respectively. This is close enough to the advertised speed that you shouldn’t call your ISP. The speeds they advertise are the maximum speeds you will get under perfect conditions. There will never be perfect conditions on the Internet.
But let’s say you’re paying for 6 mpbs and the speed tests show 1.1 mbps and 0.97 mbps respectively – you need to call your ISP. And you should also ask for an adjustment on your bill. It’s not being nasty, it’s just demanding to get what you’re paying for. You’re the customer and you’re paying them to deliver. You wouldn’t stand for a grocery store charging you for a gallon of milk and giving you 2.3 quarts instead. For our friends in the rest of the world, a gallon is 128 ounces which is about 3.8 liters, and a quart is 32 ounces, or about 0.95 liters.
But ISPs are, for the most part, unregulated. Unlike fuel stations who have to deliver one gallon of gasoline every time, ISPs can get away with subpar speeds – and sometimes they do. And we’re not saying ISPs intentionally cheat you, but they don’t check to make sure you’re getting the speed you’re paying for – that’s up to you.
If you want to check your speed to verify you’re getting the speeds you should be, we recommend http://speedtest.net and http://SpeakEasy.net/speedtest/ — but be careful you don’t click the wrong button on these pages as they make it hard to tell what button to click for the test vs. a download of software (software you don’t want or need). Review the screenshots below for clarification and what number you are looking for to check your speed.
We live in a rural setting, and I was happy to read your article about testing my service. I tried both of the suggested SpeedTest online, and my download was .43 mbps and the upload was .29 mbps, and I was paying for 3.0 mbps. I called my provider, who insisted that the problem was inside my house, and probably some of the wiring was worn out. We didn’t buy that explanation, because we have had other situations when the provider tells us that the problem is OUR fault.If they find the problem inside our house, the charge starts at $100.00. We did some more investigation, asking neighbors if they were having problems with our provider. A neighbor suggested that I turn the power to our modem off for a short while and then reconnect it. I ran the SpeedTest again, and low and behold, my download speed was 3.10 mbps and my upload speed was .79 mbps. Unfortunately, 3.0 is the highest download package that is available, and I’m happy to have that much again.
Thanks for your continued great and useful information in your newsletters.
I just read your article on speed testing your system to verify that your ISP is providing the Mbps speed you are paying for. I used both sites your recommended and happily my speed is good. Thank you for the excellent information you provide us. This is one article I am going to save to reference in the future.
How do you know what your speed is suppose to be? There is nothing on my bill stating the amount of speed I should be getting so how will I know when I do the test if I’m getting the speed I’m paying for?
No one’s provider, that I know of, lists the speed on the bill. Most cable providers offer tiers. It would be as easy as picking up your phone, calling your ISP, and asking them what your package includes – or what speed you’re supposed to be getting. It’s logical — right?