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Ask Richard Your Own Question

Richard
Richard, Laptop Specialist
Category: Laptop
Satisfied Customers: 31327
Experience:  Over 15 year experience in Computers, Mobile devices and Networks
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Upload speed is crazy slow. Download is at 661, upload is at

Customer Question

upload speed is crazy slow. Download is at 661, upload is at .68
Submitted: 1 year ago.
Category: Laptop
Expert:  Richard replied 1 year ago.

Hi there and welcome

Can you tell me the make and model of your internet modem please?

And where are you testing the speed?

Customer: replied 1 year ago.
Arris nvg510, using speedtest by ookla
Customer: replied 1 year ago.
used att speedtest and got same results. Also ping is at 40
Expert:  Richard replied 1 year ago.

Thanks

First remove the power to the Arris, then wait 5 minutes

Plug the power back in, turn it on, then restart the computer and tell me if it has then improved please.

Let me know the results please.

Customer: replied 1 year ago.
Did as you instructed. No improvement
Expert:  Richard replied 1 year ago.

ok, on the back of the router is a reset button.

Using a paperclip can you hold the reset button in for 10 seconds then release.

Then restart the computer and tell me if it now improves please.

Customer: replied 1 year ago.
no improvement
Expert:  Richard replied 1 year ago.

Are you connecting via wireless or cable?

And do you have another computer there?

Customer: replied 1 year ago.
wireless. I have another laptop that is not turned on or charged. I can plug it in if need be
Expert:  Richard replied 1 year ago.

yes and tell me if you get the same speed results please

Customer: replied 1 year ago.
identical speeds.
Expert:  Richard replied 1 year ago.

then its your internet connection.

Its not the modem, its not the computer, its your actual line and an issue from the provider.

We have ruled everything else out.

I would first have them swap the modem, as this can be faulty, else they will need to check the next system router.

But the fault does not lie on your side sorry.

Customer: replied 1 year ago.
contacted att again. Now they are telling me that it is normal for upload speeds to be that slow with a download speed of 6 mgbts. Is that true? Not sure how to proceed. Does it make sense to upgrade when they won't even check the modem? So fustrating
Expert:  Richard replied 1 year ago.

Nothing is really normal, it all depends on the package they sold you.

I saw though from you 661 so assumed you mean 66.1 down

You saying you only getting 6 down?

And what speed did they promise in the package?

Customer: replied 1 year ago.
I get 6.6 on the download. I couldn't get an answer when I asked what speed the upload would be. I was told that I needed at least 3.0 on upload to steam movies by computer guy
Expert:  Richard replied 1 year ago.

yes, 3-5 is needed to stream though depends on the codec and quality your streaming and to where.

But what your getting is what ATT is providing you. Only way to bump it up is to upgrade your package.

Expert:  Richard replied 1 year ago.

If you would like any additional information or assistance, please do not hesitate to let me know.

Else if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.

Thank you