SG Broadband Community

Hi all, recently signed up.

I'm having an issue at night with my cable internet.

My ISP is Metrocast located in Virginia. Advertised speeds are 15 Mbps Down, 1 Mbps UP. I have a Motorola SB6121 Docsis 3.0 Modem and a Belkin Router.

During the day the speed are great, 17 Mbps Down, 1.5 Mbps UP. So better than advertised.

At around 7 PM the speeds drop to the point that web pages take long to open, downloads fail, etc. Speeds range from 1 Mbps to 6 Mbps. When running a speed test the ping is good usually around 12ms, but the speed fluctuates constantly between 1-6 Mbps.

I have bypassed the router to make sure it was not the issue.

The line going from the pole to the house has been replaced, also the lines in the house all are new. The modem is new, and so is router. All computers are spyware / virus free.

The issue has been going on for 3 + months, which I have called my ISP each several times a week. Of course they have me unplug my modem and router, then have me test the speeds. Then take the router out of the setup to make sure it's not the issue.

1 month ago they told me they found the issue and they would replace some hardware to fix the issue. That did not solve the problem.

Monday a tech came out to check the signal and connections for the 100th time. They found no issues, of course they come out when the speeds are fine. I told him that and he said to call up tech support when the issue was happening and to tell them firmly to have someone sent out to the house. So tonight I did just that, after explaining to them the issue like always I wanted someone to come out and they did agree someone should come out. So I was waiting for a tech to come and they call back saying that the tech they could send out would not be able to find the issue, and that they would send the the issue to higher level tech support.

They always tell me they will send the issue to a higher level tech support.

So if anyone has a suggestion to what I can do, I would appreciate it.

For me, it all has to do with my ISP doing changes and routine maintenance to the connection at night, when most of their customers are sleeping. I tried going the motions of what you are doing, but since my ISP's tech support system is so messed up, it took me a while to finally receive the explanation I did.

I have Bell Canada, and that's the explanation they gave me. They even reboot the connection every night at 4:23 AM, which is annoying when I'm in a late night gaming session.

This issue is not a hardware problem or something like that. This issue is at your ISP end. Usually ISP performs routine maintenance at night in some days of years but not on daily basis. It might be a cheap trick by ISP to save money by not running on full capacity. Tell your service provider to resolve this or else tell them that you will go legal against them.