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Internet connection speed not stable

Novice
1 of 6

Hello,

 

I have bought the Internet 250 connection few weeks ago. Unfortunately I am not very happy with the connection speed. I have done several speed tests and the result is either around 210-230 Mbit/s, which is quite satisfactory, or around 50-80 Mbit/s, which is not at all the speed I'm paying for.

 

I have analysed the connection with Swisscom assistant. If the channel of 2.4 GHz WLAN is set for "Automatic", it usually says that it is not optimal channel and proposes some other channel. Should't it choose automatically that optimal channel? When I change the channel manually, sometimes this helps and sometimes not. So even when the 2.4 GHz channel is analysed to be optimal, the connection speed can still be much below 100 Mbit/s. For the 5GHz WLAN the channel can't be analysed and I have not found any difference between the automatic option and some manually chosen channel.

 

The cable connection to the internet box seems to be always optimal, so the problem is from the box to my computer. I have done all testing in same position in my apartmet so the variety in the connection speed can't be explained by any physical barriers between the box and my computer.

 

Could you explain the difference between 2.4 GHz and 5GHz WLAN settings, thanks. What more can I do to make the connection to be stable 250 MBit/s all the time, without thinking of those settings? Obviously I'm not very happy to pay for a connection speed which is sometimes only 25 - 30 % of the speed that I originally bought.

 

 

 

5 Comments
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Expert
2 of 6

Dear Mixu

 

Under the following link you will find all information about the dualband WLAN: 

https://www.swisscom.ch/en/residential/help/loesung/dualband-wlan-a-brief-explanation.html. 

 

For further information you can contact our My Service specialists: https://www.swisscom.ch/en/residential/more/myservice.html

 

Kind regards

Matthias

Swisscom 

 

 

Meine Spezialgebiete:
Customer Care Support (Mobile & Fixnet)
Social Media Communities ...
Novice
3 of 6

Dear Matthias,

 

I bought a Swisscom product which doesn’t work as expected, so I wrote a detailed message with some concrete questions in order to get some help. Now all you provide is an option to pay additional CHF 40 or CHF 19/month to get support, plus a link to a page which explains how the dualband connection should work in an ideal world. Well, as I tried to explain in my message, in my case it doesn’t work like that, since quite often it just doesn’t find the optimal channel and speed. Unfortunately I’m not very impressed of the level of your support, so it looks like I just have to spent even more time for investigating, changing different settings and testing…

Expert
4 of 6

Dear Mixu

 

You can also send me your phone number by private message and I will forward it to our technicians. They will call you back as soon as possible. 

 

Kind regards

MatthiasM

Swisscom

Meine Spezialgebiete:
Customer Care Support (Mobile & Fixnet)
Social Media Communities ...
5 of 6

Not sure if I understand the issue correctly, are you saying that wired connection is ok ~ 250 MB while you are not seeing the same performance using Wifi 2.4Ghz and 5 Ghz? In other words you expect both types of wireless devices to get close 250MB data throughput?

Novice
6 of 6

Sorry, a bit long delay in my reply. I'm simply expecting that the speed of my 250Mb connection would be at least half of that speed all the time, regardless whether it´s 2.4 GHz or 5 GHz.

 

Unfortunately the problem has become even worse. Sometimes I reach indeed the speed around 250Mbit/s, but much too often the connection has been unacceptable low. Last few days have been the worse, when connection speed has been occasionally only 1-2 Mbit/s - and we are talking all the time about contract of 250 Mbit/s which I pay CHF 99 / month. The image below tells it all.

 

Swisscom technical support has earlier told me in phone that there's basically nothing to be done for the remarkable changes in my connection speed. I just can't understand this. I had earlier UPC Cablecom connection in this very same apartement, and the speed was the expected 50 Mbit/s ALWAYS when I occasionally measured it. (Unfortunately they had other problems with old cable settings in our building so I had to change service provider.)

 

Swisscom-performance-5.jpg