I'm on a 20/5 Fios internet plan, and while it has been great for years, it suddenly has slowed to roughly 500 kbps-2 mbps for second on average over the last several days. I've spend several hours chatting with Verizon support and doing a variety of things, including replacing the router and having a Verizon rep tweak a bunch of router settings and insist that everything was fixed, but nothing has worked. So I thought I'd see if anyone here might have any suggestions, because I'm not getting anywhere with Verizon and have to spend the first hour or more of each call redoing everything I've already done before.
Here are the basic facts:
* 20/5 Internet connection
* I participate in the FCC broadband data-gathering program, so I have clear information showing that for the last 12 months, I received a consistent 25-26 Mbps connection. Late Saturday night, it dropped dramatically, and has bounced around in the 500-kbps to 9 mbps range since (mostly in the 1-2 Mbps range). Verizon's speed tests have shown speeds in this range as well. (Upload speeds are usually 0.1-0.2, if the tests don't time out.)
* I have a laptop connected the router via an ethernet cable, plus other devices connected via wifi and the problem is evident on all devices, with slow speeds and repeated disconnections, so it's not just this laptop and it's not the wifi connection.
Here's what has been done in response to the Verizon reps:
* Run the "optimizer" tool on my laptop. Twice. Doesn't help.
* Rebooted the router several times.
* Replaced the original router with the Actiontec M1424WR Rev. I. No change.
* Verizon rep got into router settings and did the following:
{edited for privacy}
Pradeep was convinced the problem was fixed, but we had met the maximum of Verizon speed tests for the day, so we couldn't test it and he wouldn't consider any other speed tests as legit. Non-Verizon speed tests all show that the speed remains dismal, and using the connection also makes it clear that it's very, very slow.
It seems clear to me that the problem is on the other side of the router somewhere, whether it's in the network or in the home before it connects to the router, but the reps appear focused exclusively on my devices. Does anyone have any suggestions on what the problem could be or how to get Verizon to at least consider there's a problem elsewhere?
Thanks.