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Should I complain to my ISP?

Discussion in 'BlackHat Lounge' started by lpe39, May 1, 2012.

  1. lpe39

    lpe39 Regular Member

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    I have been getting these speeds:

    1925588809.png

    Would you complain? Is this average?
     
  2. RMX

    RMX Power Member

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    The upload speed seems way below normal. Call them up.
     
  3. lpe39

    lpe39 Regular Member

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    Can any one else elaborate on this?
     
  4. cloakme

    cloakme Regular Member Premium Member

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    It all depends on what country and what type of internet provider you have. If you have broadband or DSL etc. This would be very low if you had broadband (cable) in the United States. I would not call and yell at them, but I would ask them what is going on and if they could fix it for you. Most ISP's will look into this or at least give you an explanation.

     
  5. scrapefox

    scrapefox Power Member

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    Without knowing what speeds you're paying for I don't really know what you expect people to say.
     
  6. lpe39

    lpe39 Regular Member

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    I will just ask what's up.
     
  7. RMX

    RMX Power Member

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    Seems he's from the US, as I don't know any other countries served by Bell South ISP. Either way - if he has download speeds around 6 megabits and so slow upload, that isn't right. DSL or any broadband connection would never have such difference in upload/download speeds, so something must be wrong.
     
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  8. Nigel Farage

    Nigel Farage BANNED BANNED

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    Download to Upload ratio should be (roughly) 5:1. This is about 12:1, which is bad.
    Typical rate for a basic Time Warner package is about 7 Mbs/1.2Mbs. Sometimes a little slower, but never faster.
    First thing you need to do is find out what package you purchased, and what specs you were promised. It's possible in the fine print that you were given specs of 5 Mbs/500Kbs, in which
    case your speed is close, but no cigar. I would complain if it was even a little bit below spec, because typically it's well-above minimum. Using your contracted specified minimum is a way for the ISP to weasel out of fixing something that's broken, but if they can get away with it, they will.

    Also, that speed is excluding all the other data the network might be sending & receiving. Meaning, if you test while a P2P filesharing app is running, that speed is going to test at a lost slower than if you weren't running (for example) Azureus. This applies to any computer on the network, so if you are testing from your computer while another computer is using bandwidth, your results are going to be erroneously low.

    I don't feel like I'm explaining this right. Let me try another way.

    Say your network is supposed to be 7 Mbs/1.2Mbs.
    You test Computer "A", and the test result is 4Mbs/700Kbs
    But, during the test, Computer "B" was running Limewire and it was using 3Mbs/500kbs, so while Computer A looks slow, overall your network is just fine. Computer B is the problem.
    4mbs/700kbs + 3Mbs/500Kbs = 7Mbs/1.2Mbs = Normal

    Malware can cause this also. So if a manual check of other computers on the network shows that no one else is using bandwidth, consider that. Those "free proxies" are infected computers relaying traffic for someone else, and that takes up bandwidth.

    One last point, is that ISP's track the number of service calls they make, and poor quality hardware can make for slow internet service, but the ISP isn't going to change-out the bad hardware until you complain to the point that they decide it's cheaper to upgrade your hardware than to keep coming out and talking to you. I had a field tech tell me on TWC's 3rd visit that all the junction boxes (attached to the outside of the house) in the entire City were defective, and that there was a 2 year maintenence program to change them out. But if you complain enough (took me 3 times) they would move you to the "top of the list" and fix yours out-of-order. So, I might have had to put up with chronic problems for 2 years before my ISP got around to changing out hardware they KNEW was defective. My basic message is call, and call often. Learn the phone tree, and push to get your call elevated to the highest technical level possible as soon as possible. I keep calling and complaining until the person that I talk to no longer has an foreign accent. When you are talking to bona-fide USA english speaking Americans, usually that means you've come to the place where they both know stuff and can do stuff. But that's not always the case, so I also always keep a constant "IQ assessment" running. I will work through poor english skills if I can tell the person is intelligent, but not if they are reading from a script. I get bitchy and either ask to transfer somewhere else, or I hang-up and start over.
     
    Last edited: May 1, 2012
  9. lpe39

    lpe39 Regular Member

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    Another scan I just did. Nothing was running.

    1926579751.png
     
  10. RMX

    RMX Power Member

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    Just call them up. They won't charge you for asking, will they?

     
  11. lpe39

    lpe39 Regular Member

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    I will ;)