[Speed] Issues Troubleshooting Slow Con - Somerville,MA
First time poster long time lurker
I am hoping that I might be able to get some help or insight from the smart people here with regards to a speed problem I'm having with my connection.
The problem is that I cannot seem to achieve the advertised rate I signed up for a year ago, which is 25 down/2 up.
I have called RCN 4 times the last few weeks and while everyone I spoke to on the phone was very pleasant and tried to help, I haven't gotten a resolution.
I noticed that my internet was very slow a few weeks ago, streaming wirelessly. I tested the internet strength at the modem, and then from the router. I replaced the router with an Asus RT-N66u as my last one was constantly needing to be power cycled. Speeds before and after this change, taken directly from the modem, were around 1 to 3 Mbps down using the RCN Speedtest website for my state, so then I suspected the modem. As always, power cycling the modem and router combination (which has usually been enough to resolve speed issues for me) did not give me improved results.
I called RCN initially, and while they didn't get into detail with the tests they were running they suggested that everything appeared to be fine with my modem and that I should try cycling power, checking my computer firewall, etc. I did confirm with them that I am signed up for the 25 Mbps down plan and that everything in the infrastructure and system data seems to agree with that.
After I began to suspect my modem, I called RCN again. They told me over the phone again that everything looked OK to them, and that they were able to speedtest my modem and achieve 26 Mbps, even though I was only seeing 4, maximum. These tests were done at varying times during the week at different times of the day to attempt to avoid congestion, and still no improvement.
After beginning to suspect my modem, I bought a Motorola SB6121 and asked to use that modem with my cable. After connection and calling RCN to give them the Serial Number and MAC address, and then re-ran the speed test. The speed test did reveal some improvement, to the 7 to 8 Mbps range, but still nowhere close to 25 Mbps (which is what I am paying for). A final call to RCN suggested they are seeing "A little bit of packet loss", but "nothing major that would cause your slow speeds."
At this point I'm a bit mad at myself for not discovering this earlier, but also a bit frustrated that I cannot achieve my speeds I pay for while RCN seems to be able to from their remote customer service area (I guess in Pennsylvania, from the nice lady on the phone). I've upgraded my hardware and while improved, I see no dramatic changes. I am beginning to think I have been paying a premium for a speed/service that I have never received.
The last piece of information I have is that at initial connection to my apartment nearly two years ago, I remember (and wrote down, thankfully) my initial speed test from the modem, which was 9.3 Mbps. So, from my entire service contract, I have not achieved even 50% of my speed test rating.
Does anyone have any experience similar to this? Is it possible that I need to call a technician? I am concerned that they may come to tell me the same thing RCN told me and that its an issue on my computer, but between my girlfriend and I we have several devices that also do not seem to hit anywhere close to the 25 Mbps rating.
Since RCN has verified over the phone the connection to my modem several times, and I have upgraded my hardware to what I understand is the best Modem/Router combination on the market...where else should I look to improve this issue?
Any help would be greatly, greatly appreciated. Even if its a pointer to a website to educate myself, as unfortunately internet speeds is not something I have taken the time to learn a great deal about yet.