Creating this post to track @Jennifercl’s issue.
Hi @Jennifercl ,
Could you kindly run an advanced speed check? The advanced speed check shows your device and modem speeds separately, as well as a few other bits of information that can help us better identify the issue. Here’s an article with detailed instructions on how to run it: How to run a speed test from my modem?
If possible, please run them in different periods of the day.
Here’s a speed check I just did.
Tried to do a speed test this morning. first test was similar to prior, modem test came back with this message:
- Modem MAC Address:00:A0:BC:A7:05:28
An unexpected error occurred.
Error description: Unexpected token < in JSON at position 0
Hi @Jennifercl ,
Thanks for running those tests. I see a discrepancy between modem speeds and device speeds that could be explained by the Wi-Fi signal not being strong enough, but apart from that, I believe there might be something else that is wrong that’s causing you to have low upload speeds as you mentioned. We will investigate it and get back to you once we have any updates.
We’re going to send you a technician because we believe your antenna is not properly aligned and is causing bad speeds.
I’ll send you a direct message to confirm your telephone.
The field team will call you to give more details.
I saw that the visit was completed yesterday. How is the internet now?
Please let us know if you have any issues.
I’m marking this as “solved” just for the sake of the organization here in the forum.
But please feel free to provide us feedback, and if you still have any issues we’ll continue to assist you.
Much better, thank you for taking care of this issue.