Poor DSL speeds. Poor customer service.

  • 1
  • Problem
  • Updated 2 years ago
  • Acknowledged
In my area, La Salle, my DSL speed is terrible. I typically see 2.5 to 5 Mbps no where near the reported "up to 7 Mbps" that the plan is supposed to have and this is the best plan available to the entire community. Using my cell phone, I can get up to 25 Mbps over an LTE network wirelessly.
Are there plans to improve this old service? If so, when? If not, why are you delivering such poor service to a growing community?
Photo of Kent McNeill

Kent McNeill

  • 70 Points

Posted 2 years ago

  • 1
Photo of Cj

Cj, Alum

  • 3,122 Points 3k badge 2x thumb
Official Response
Hi Kent
Your line looks excellent, trained at the max (7.6M) and very clean, so I don't see any reason why your throughput wouldn't be better. Do you have a router behind our router, maybe to extend your WiFi? If so, you'll want to put that device in DHCP pass through mode (sometimes called transparent or bridge mode) by disabling the DHCP function of the downstream router, otherwise what happens  is called "double NAT". This can really slow down throughput. You can try this yourself by connecting directly to the MTS modem and disconnecting your own router and re-testing. If you are interested, there is a well written article here  on small networking.