Why is my Internet so slow despite having Verizon FiOS?

Cristián Torres-Gluck Balmaceda May 28, 2013
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How do I make my Internet faster? I use Verizon FiOS Quantum in Oradell, New Jersey, United States so under normal circumstances it should be working fine. But unfortunately my Internet speed is extremely slow and I don’t know what to make of it. I don’t think switching to a better ISP would be possible, considering Quantum is pretty top notch. So, all I want to do is source the problem and try to fix it.

I called a Verizon specialist and she told me there is nothing I can really do to fix it. She was also very vague and complicated about what could be causing the slow Internet speed. We have 8 devices in total, ALL of them run slow on the Internet. So, it wouldn’t be a problem with the computer that I’m using. And please don’t tell me to use less devices because all of them are equally used and all equally important, so simply using less devices is not an option. In that case, I would need a different alternative.

Also, I tried to do a speed test on SpeedTest.net and the results were better than what I am paying for, which is great and all, except the fact that my Internet is nowhere near that speed. I checked not only on the standard SpeedTest website but also on the Verizon SpeedTest. I don’t understand why this issue has to be so complicated. Why can’t Verizon, or anybody else for that matter, just fix it for good and get it over with? Please help.

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  1. Juanito
    August 28, 2013 at 3:14 am

    Being in the business with a competitor, I convert quite a few FiOS customers, and the lack of promised speed is becoming a main issue with those leaving Verizon. I won't disparage FiOS, because its a very good service, and they knocked the tar out of my company when they launched here in 06.

    What I have heard is the network is just that: oversold. It's tap out to capacity and Lowell McAdam (VZ CEO) isn't making any more significant investments into the infrastructure. He's all about wireless and is very keen on purchasing the remainder of Vodafone. That's where 80% plus of its net revenue is coming from, and even Goldman Sachs endorsed putting FiOS up for sale to get the money for the Vodafone purchase.

    I had hoped Google would be in play but their corporate leadership isn't fond of regulators(govie step kids with nothing but their hands out for payola), and this business has more than its share of 'em.

    My money is on AT&T making the bid for FiOS sooner than later, maybe within 10 months from now.

    I just hope the employees get a fair shake out of whatever happens, and customers get better services and deals. Competition only helps to drive better business and everyone is a customer.

  2. Rafael
    August 23, 2013 at 12:44 am

    Verizon Fios is currently oversold, You probably have a good speed when you are the only one using the internet not a peak hours, as soon as it reach 5 pm, you internet will drop to its knee. There is nothing you can do to solve the issue, there is nothing verizon will do to solve the issue they know exactly what is happening and they won't admin unless you do what i did " they always told me i was the only one complaining about that on my area" i went to my neighbors, the one i saw with a ONT by the side of their house. And asked them if they were getting what they pay for on Verizon Fios internet. Imagine how amazed i was went they told me they hear the same thing from verizon. So i continue and collected a paper with 19 Name, Address, account number and signature, i gave the same paper to my neighbors so we all have the same info at the time of calling "This has been happening for a few month now" . The next time i called they told me the same Bull.... And i pulled the paper and told them otherwise. The First customer service hanged up. The second stood speechless for like 40 second before he could muster some brain to answer back. Next time i called the history was different, we know that is happening but we don't have a Time of resolution for this issue could be somewhere in the future. Your next procedure should be " Calling your local news channel, they have a service that expose news like this to protect the customers. or Filling 1 BBB claim and 1 FCC, also with your local customer service authority normally governor office. You will be amazed on the Result of this specially when it get exposed on the public on a news channel, the kind of garbage they selling.

    • Tim Brookes
      August 23, 2013 at 1:46 am

      That's so awesome that you did that! I hope Verizon take note.

  3. Lyn
    June 5, 2013 at 11:51 pm

    Same here, I paid more for Quantum and I don't see no difference.

  4. Jan Fritsch
    May 28, 2013 at 11:54 pm

    It seems overly elaborate but Bruce summed it up pretty good. There are too much unknowns to really help you.

    If all your 8 devices are just checking emails on the internet and you are experiencing slowness then you might have a problem with your router or something.

    If all your 8 devices are constantly using bandwidth e.g. via download then of course the speed for each of them is much slower.

    Checking via speed tests is a good start but they don't give you a definite answer. I can usually get better results using speed test servers outside my country than using ones close to my real location.

    The best way to go about it would be to disconnect all existing devices from the internet and try things using an independent device e.g. laptop to test surfing, downloads and so on. It is also important to test sites and downloads you usually don't use. There is always the option that the server or service you usually use simply doesn't offer the bandwidth your line is able to achieve.

    If those independent tests are not matching what you are paying for it may be an issue with your router or switch.

    Last but not least check your internet contract, especially the fine print. Providers often like to hide some inconvenience in there.
    For example it could state that you on a shared line and the overall bandwidth is shared with other customers on the same line. That usually means despite what your line is supposed to be during peak hours you'll never get the full speed of it.
    Some local providers here like to do this for flat buildings e.g. they offer 500 Mbits combined for the entire building with each customer getting 25Mbits contract wise. That means whenever more than 20 customers are online none of them will get the full speed.

  5. Justin Pot
    May 28, 2013 at 3:13 pm

    Sounds like your router might be the issue. What kind are you using?

  6. ha14
    May 28, 2013 at 10:49 am

    it can be your antivirus, firewall, which one you have?

  7. Degenerated S
    May 28, 2013 at 7:39 am

    go to verizion's nearest customer care and force them to sort out your problemand if they do nothing then file a case against them and get a new connection from another ISP.

  8. Rajaa Chowdhury
    May 28, 2013 at 4:30 am

    I do not have any idea on USA ISP and their technologies. However, I used to support a UK ADSL ISP service, where when a customer used to upgrade to a higher bandwidth package, the commit never used to occur to the DSLAM. We had a tool at the customer care to commit the higher package to the DSLAM, when such customers called, and her/his speed issue used to get resolved. I was like she/he had a 2MBps before and upgraded to 8Mbps and was billed for new tarriff of 8Mbps but ws still on his old 2Mbps. So, probably calling Verizon Care can help in such situation as I presume they also use ADSL technology.

  9. Bruce Epper
    May 28, 2013 at 3:04 am

    What is your contracted upload/download rate? What results do you get from SpeedTest? What make & model is your router? When you are seeing these slow speeds, what are the other machines doing? Are you using QoS settings on your router for traffic shaping? How are your machines connected to the router (wired/wireless)? Are the servers you are contating under heavy load? What kind of latency are you seeing with these sites (use ping & traceroute to find out)? Do you see slow speeds with all web traffic or just specific servers?

  10. Tim Brookes
    May 28, 2013 at 2:48 am

    I don't know why your connection is slow, especially if SpeedTest is telling you that your speed is so high. How old is your network equipment? What router/modem are you using? I could only hazard that 8 devices MIGHT (I said might, not will!) negatively impact equipment performance, though this is just speculation and you'd have to test just one or two devices. I don't buy it myself though.

    When you say the Internet is slow - how slow? Because if SpeedTest is telling you your speed is so high, and SpeedTest is a website using the HTTP protocol, then websites should be loading at that speed... are they crawling? Do you get time-outs, does your browser sit on "Sending request..."?

    I think that Verizon owe you proper support. As a paying customer you should be making life hell for them until they help you. Pawning you off with a "welp not my problem sucka" attitude is endemic of typical half-assed support in the communications industry worldwide, and really you should be asking for managers, supervisors, manager's managers and generally just keep ascending the chain until someone helps you out. Even if, at the end of the day it's entirely your fault, Verizon should still do more than provide vague potential solutions over the phone.

    Tell them you will be taking your custom elsewhere if it's not fixed within the month and see what they do. Sometimes you have to speak in a language these companies understand, and 99% of the time that's "money".

    • Chris C
      August 23, 2013 at 1:55 am

      My network equipment is about 6 months old. I am using Verizon's standard generation 3 router. Webpages took a long time to load, maybe about 20 seconds. What do you mean by "crawling"? My browser usually gets time-outs but also the occasional void of "Sending request...". I understand what to do regarding communicating with the Verizon FiOS support specialists.

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