I'm paying for 1 Gbps download and 50 Mbps upload, but my upload speed is consistently far below that. The network app reports roughly 1 Gbps down and 137 Mbps up, while actual tests on my computer show around 788 Mbps down but only 2–6 Mbps up. I've tested multiple devices, including phones, laptops, and gaming PCs, over both Wi‑Fi and Ethernet, and they all have the same upload problem. My ISP has replaced the modem, router, mesh unit, coax splitters, and cables. Technicians have tested the lines and their own equipment, but they keep saying everything looks fine even though real-world tests remain extremely slow. What else should I ask the ISP to investigate?
4 Answers
Try one controlled test with a computer connected directly to the modem, bypassing the mesh system and router completely. You may need to reboot the modem after changing the connection, and you should disconnect other devices during the test. Save screenshots showing the date, server, download, and upload results. If the direct test is still only a few Mbps up, that gives the ISP clear evidence the router and Wi‑Fi system are not causing it.
Ask the maintenance crew to check the upstream transmit levels, noise on the return path, and the modem’s event logs rather than only running a basic speed test. Intermittent upstream noise, a damaged coax section, a bad connector, or an issue affecting the neighborhood node can leave download speeds looking normal while uploads collapse. They should also verify that the modem is correctly provisioned for your 50 Mbps upload plan.
The app result is not necessarily proof that your devices can actually reach those speeds; it may be testing from the router to the ISP rather than through your home network. Because the ISP’s own field tester also showed poor upload, keep pushing for escalation to line maintenance or network engineering instead of accepting a hardware explanation. Five unrelated devices failing in the same way points to a shared connection or ISP-side problem.
Since every device has the same problem over both Wi‑Fi and Ethernet, this is very unlikely to be a single computer, cable, or network-card issue. The important comparison is the speed measured directly at the modem versus the speed behind your router. If the upload is already bad when connected directly to the modem, the ISP needs to investigate the upstream signal, provisioning, or the line back toward the neighborhood equipment.
That’s what I’m trying to get them to check. The technicians mostly tested their equipment and pointed to the app’s results, but the actual upload speed is still poor on every device.
They’re sending maintenance to inspect the meter and main cables, so I’ll specifically ask them about upstream levels, return-path noise, and the modem logs.