"I've done everything that I can on my end to make my internet as fast as possible," he said. Landrum said in an interview that his setup and equipment aren't the issue, but he's not surprised it's slower than the service the company promised. George Landrum, a 30-year-old IT professional who lives in Scottsdale, reported download speeds of 502 megabits per second on a hard-wired connection, just over half the speed promised by his gigabit plan from CenturyLink Inc. That's not uncommon for him, he said. Making their best effortīut for Arizonans living online, periodic frustration with internet service appears to be a nearly universal experience - even for the technologically savvy. It asked readers to run a test from - the same service Cox and CenturyLink ask customers to use - and then report the results with information about how and where the test was taken.īecause the responses didn't represent a random sample of Arizona internet users, The Republic attempted no statistical analysis of the data. The Republic received 740 responses from Arizonans to a June survey. Unfortunately the contract does not guarantee the speed, and therefore, you can't hold them to that." "And you can't really tell them, 'Oh, you didn't do your best effort.' You have no idea if they did their best effort or not. "The contract says, 'We're going to do our best effort,'" said Nicholas Economides, an economist at New York University who studies the telecommunication industry. The federal government, which since 2011 had produced an annual report on the performance of broadband service nationwide, hasn't released the report in nearly two years. This has happened as companies have marketed dramatically faster service with names like "gigablast" with few, if any, guarantees on actual performance and their customers rely more on fast internet connections for streaming entertainment content and smart devices. Scrutiny of internet service is done almost entirely in response to customer complaints. Watch Video: Are you getting the internet you're paying for? Here's how to check Internet service providers often point to factors beyond their control - the customers' equipment, their location and overall demand for bandwidth - to explain slow service.īut pinpointing the cause can be difficult. The test results, from internet users all over the state, highlight the wide variation in service, and that internet providers sometimes fail to match their advertised speeds. Hundreds more reported slow speeds with their Wi-Fi connection. Dozens reported their service was at least 25 percent slower than what they're paying for, even when their computers were plugged directly into a modem or router. The Republic this summer surveyed hundreds of Arizonans about the performance of their internet service using a standard internet-speed test. Have you ever contacted your internet provider about the problem only to hear that it's you, not them? Are you sometimes stuck with a buffering video or a slow-loading Web page, and wonder why your high-speed internet has slowed to a crawl?
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