onderwerp Re: Giga Subscription delivers less speed than the 500 Mbit/s in Internet

Giga Subscription delivers less speed than the 500 Mbit/s

ariciu17 — Sun, 21 Aug 2022 09:33:49 GMT

Same problem as many other customers here: My Giga subscription delivers less speed than the 500 Mbit/s subscription.

Already had a technician over, and nobody can do anything, only vague promises. I have now contacted my lawyer. I was off the phone with your colleague who wanted to send me another technician for which I would pay 50 euro. How disrespectful and unprofessional is that? Probably also illegal and not in line with the legal contract I signed, for which Ziggo guarantees at least 700 Mbit/s?

As I gather all written information for my lawyer - paying for a subscription which doesn't provide what I pay for, I kindly ask you to inform me in writing why I cannot get why I pay for. And what is the reason that neither wired connections nor WIFI connections can pass approx. 500 Mbit/s. On cable it's even more ridiculous, approx. 90 Mbit/s.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Bert — Sun, 21 Aug 2022 10:52:59 GMT

Ziggo delivers 945 Mbit/s wired almost everywhere.

A wired connection often means that the cable is not completely in order and the connection drops to 100 Mbit/s.

You have an installation guarantee from Ziggo and the 50 euros is only there if you are the cause.

To evaluate your incoming and outgoing signal, can you post here from your modem the full pages of downstream and upstream values with a screenshot and last days Network history?

Where can I find the up and downstream values of my modem?
https://community.ziggo.nl/t5/Tips-van-Ziggo/Waar-vind-ik-de-up-en-downstreamwaarden-van-mijn-modem/ba-p/695389

Can you place a photo here of the first place where Ziggo enters your house with any splitters and amplifiers and modem in the photo?

This is a customer help customer forum where Ziggo moderators/employees, they have Ziggo in front of their name, usually drop by in every topic within a few working days, sometimes sooner.

Make sure that your zip code and house number are in your Ziggo community profile, they cannot be seen publicly, so the correct information can be obtained immediately.

After clicking on the link below, scroll down on the page: https://community.ziggo.nl/t5/user/myprofilepage/tab/personal-profile:personal-info

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Bert — Sun, 21 Aug 2022 16:58:49 GMT

Tomorrow or the day after tomorrow, a Ziggo moderator will visit your topic to see what steps should be taken to solve your problem.

They can look into your modem and see how the signal is doing.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Bert — Sun, 21 Aug 2022 16:52:12 GMT

"And what is the reason that neither wired connections nor WIFI connections can pass approx. 500 Mbit/s."

Wifi also depends on the device that connects the wifi, how many antennas does it have?

And what is the distance to the modem?

Here with 2 antennas on a laptop I get 650+ Mbit/s.

With a laptop with 4 antennas you can achieve a higher speed.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Paul — Mon, 22 Aug 2022 13:17:26 GMT

Good afternoon and a warm welcom to our Community,

I am very sorry that you're having difficulties getting the Gigabit internetspeed! It's good that you started a topic to ask for help. I've checked the connection, and the connection itself (along with the available up- and downstream capacity seems to be alright. Did you do the speedtest when using a wired connections (CAT 5e or higher) networkcable? Also make sure there aren't any backgroundprograms running which may have a bad influence on the speedtest. To rule this out you can start the Windows laptop/PC in safe mode with networking. Please let us know what your findings are.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

ariciu17 — Mon, 22 Aug 2022 18:23:58 GMT

Thank you for you reply.

On Friday a technician came and said that after 24 hours I would get to approx. 650 Mbit at least, that did not happen. Another colleague on the phone mentioned that he can see something is ''going on'' inside the modem, but did not come up with any solution.

I genuinely do not understand anymore.

I checked all the networks in the neighborhood with a WIFI analyzer, only only 1 other network in my entire area is on my channel (5GHz, channel 108, also checked channel 48). Strength is 22 dBm to 33 dBm, no problem there. The 2,4 GHz is named differently than the 5GHz. Almost all my devices are on my 5 GHz network, only 3 devices are on the 2.4 GHz (they can't connect to the 5 GHz one).

I tried the ethernet connection it gives me a max of 90 Mbit/s - and if it is not a good ethernet cable, it's useless anyway as all my devices are connected wirelessly and my computers and phones don't even have an ethernet port...

I simply do not understand how the download speed with the Giga subscription is now less than when I had the 500 Mbit/s subscription.

I do not use anything else except from the Ziggo modem, which is connected directly to the cable Ziggo provided- less than 1 meter from the socket. Your colleague even checked the entry socket on Friday.

Much appreciated in advance.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

ariciu17 — Mon, 22 Aug 2022 18:28:41 GMT

Further, I connect with a 1 year old Asus, or a 1 year old Macbook Pro, or with a Samsung S22 Ultra.

Overall max is around 400 Mbit/s on every device, even if I am 20 cm away from the modem.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Paul — Tue, 23 Aug 2022 09:52:01 GMT

@ariciu17 I tried the ethernet connection it gives me a max of 90 Mbit/s - and if it is not a good ethernet cable, it's useless anyway as all my devices are connected wirelessly and my computers and phones don't even have an ethernet port...
Did you test a new networkcable (at least CAT5e of higher) in combination with a laptop or personal computer which has a gigabit network interfacecard? Due to the fact that the speedmeasurement shows around 90 Mbs it seems that you network is working on a 100 Mbit duplex spead instead of a 1000 Mbs/ Gigabit (Full duplex) speed.

Are you able to check whether or not you are using the right networkcable and networkinterface (NIC) card which can handle 1000Mbs speed? You can use the information on this page to check this. In case you don't have any other networkcables, I can send you one free of charge (5 and 10 meter networkcable).

I checked all the networks in the neighborhood with a WIFI analyzer, only only 1 other network in my entire area is on my channel (5GHz, channel 108, also checked channel 48). Strength is 22 dBm to 33 dBm, no problem there. The 2,4 GHz is named differently than the 5GHz. Almost all my devices are on my 5 GHz network, only 3 devices are on the 2.4 GHz (they can't connect to the 5 GHz one).

The wireless internet speed you can achieve depends on the specifications of the wireless network interface (WLAN) card and on the distance to the wireless modem/router. In addition, other wireless signals (networks of neighbors and other devices that work on 2.4 and 5.0 Ghz) can influence the signal and thus the speed. It is therefore important to measure the wired speed first. You can use the steps on this page to optimize the wireless internetconnection.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

ariciu17 — Wed, 24 Aug 2022 15:23:31 GMT

Thank you. I brought a different cable and checked wired connection. Initially it was up to a max of 400 Mbit/s.

I restarted the modem and I now get a wired speed of 936 Mbit/s.

The WIFI connection is regrettably still in the 450 Mbit/s radius. And the wired connection is of no use for me, all the new laptops no longer have an Ethernet plug, neither can I wire my phone.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Paul — Mon, 29 Aug 2022 09:29:03 GMT

@ariciu17 As you can see, you get the speed via the wired connection. The wireless internet speed that you can achieve depends on various factors (specifications WLAN network card, distance from the WiFi signal and the obstacles between the device and the WiFi signal.) beyond the influence of the internet service provider. You can further optimize the wireless connection with these tips.

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Bert — Mon, 29 Aug 2022 09:01:27 GMT

Wifi verbeteren | Klantenservice | Ziggo

Re: Giga Subscription delivers less speed than the 500 Mbit/s

ariciu17 — Mon, 05 Sep 2022 05:41:46 GMT

Thank you Paul and Bert for your support.

Have a great week ahead!

Re: Giga Subscription delivers less speed than the 500 Mbit/s

Paul — Mon, 05 Sep 2022 05:48:01 GMT

@ariciu17 You're welcome! 😉 And you too!