Slow NETIA connection, high pings, slow download speed and high jumps.

Ahoy electrodes.

I have been a Netia client for two months.
I chose the option in the Internet + TV promotion (where internet is free for the first year)
Internet up to 50Mbit and some TV packages.

The television works flawlessly, the internet is sooooo slow.
Browsing websites and downloading files takes ages.
I ordered the service by phone, Gentlemen, installers came with a contract in which the "Internet MAX 20" option is selected
So, as if for good morning I got a limitation.
I would like to do something about it, however, of course, I bounce from the hotline where your consultant says that this is what I am probably standing a kilometer from the router, etc. etc.

I decided to collect some data, tests and write a letter to Netia.
I am not a specialist, so here I am asking for help in collecting data and determining the possible causes of this problem.
It may turn out that it is so, and none of my letters to Netia will help.

To start with, I did some simple tests myself:

Speed tests "on cable" with TV off.







The average download speed according to the above sites is 9.4Mb / s

Wifi download test with TV on:






The average download speed according to the above sites is 2.4Mb / s

It is understandable to me that the TV works via the Internet and "eats" the wolf part of the transfer, but browsing the Internet with the TV on is a terrible nuisance, pages load very long, pings are insanely high.

For example, downloading a torrent (100'000 uploaders):

It took 3.5 hours to download 1.44GB of the file, and the average speed was 117kB / s - speeds kept jumping:


In this case, the file download speed is 0.9Mb / s - and this, compared to the 50Mb / s service ordered, is 2% of the maximum bandwidth.
The same thing looks like when playing on the phone - within a 5-minute game, the application loses internet connection several times.

I also did ping and pathping tests via CMD:




WinMTR Tests:


PingPlotter Test:


I don't know if these tests say anything or if it is possible to determine where the problem is.
I am asking for help in determining where to look for it and what tests I could still conduct.

Best regards !

brunoslaw wrote:

Gentlemen, installers have arrived with a contract in which the "Internet MAX 20" option is selected

Max 20 or Max 50?

These results are generally poor with the TV turned off as well.
In theory, maybe you could achieve some usability by properly configuring QoS on the appropriate device. In practice, you shouldn't care.

You pay for Internet and TV service, not Internet or TV. Don't get bounced off the hotline, they are to be sent by technicians who have clearly botched the job. Let them do the tests themselves.

The fact that you can simply have poor line parameters, Netia up to 50 Mb / s is probably quite picky VDSL, but then the more they should detect such things during installation.

What was the matter before, right after installing the service?

Epic wrote:

Max 20 or Max 50?

I ordered a service with "Internet up to 50" marked.
The contract says "MAX 20"

Epic wrote:

The fact that you can simply have poor line parameters, Netia up to 50 Mb / s is probably quite picky VDSL, but then the more they should detect such things during installation.

In the tenement house there is also a second mailbox from Orange - in the office in another premises we have internet from them and it is nice, easy 30-40Mb.
I don't know if this has anything to do with it.

I called the hotline about this, the Lord from the hotline said that they do not offer internet up to 50Mb.
Another time I called, the Lord from the technical department told me that in fact - he sees in the system that he often disconnects my connection.
The failure has been reported, the installer called, said he would look at the system and call.
He did not call and did not come.

The hands drop.

niewolno2 wrote:

What was the matter before, right after installing the service?

I moved into the apartment less than a month after installation. After I noticed the problem, I started calling, I tried to connect another router, hoping that it would change something. Now I'm pissed off and I'm hoping that something will work out.

brunoslaw wrote:

I ordered a service with "Internet up to 50" marked.

How did you touch it on the phone?

brunoslaw wrote:

I ordered the service by phone, Gentlemen, installers came with a contract in which the "Internet MAX 20" option is selected

Then you got a trumpet and accepted it yourself. Moreover, the period of 14 days has expired. However, there is a LEGAL obligation to register contracts over the phone, so Netia MUST have an interview where you ordered the Max 50. So there is a chance that thanks to UKE or the courts, such a contract can be canceled (due to bringing ANOTHER contract).

brunoslaw wrote:

Another time I called, the Lord from the technical department told me that in fact - he sees in the system that he often disconnects my connection.

And thanks to that you have 10 Mbps. You do not show the parameters, but it looks like they "stabilized" the link, i.e. raised the interleaving and delays (hence such large pings), lowered the synchro to about 12480. They have the right to do it according to the agreement where there is something like "the highest stable speed".

Rognor wrote:

And thanks to that you have 10 Mbps. You do not show the parameters, but it looks like they "stabilized" the link, i.e. raised the interleaving and delays (hence such large pings), lowered the synchro to about 12480. They have the right to do it according to the agreement where there is something like "the highest stable speed".

So I understand that I could fight for the cancellation of the contract, but I will not fight for better parameters?
I am a bit surprised by all this, I live in a rather small city (75,000 inhabitants), and it seemed to me that the connections in the city center are always better than on some pipid buses.

brunoslaw wrote:

So I understand that I could fight for the cancellation of the contract, but I will not fight for better parameters?

And you definitely want to fight for better service parameters from a company that has cheated you once.

I deleted netie a long time ago just because of customer service. Among other things, they allowed themselves to make changes to the contract, for which they should properly obtain explicit consent. Technically they were impeccable ...

brunoslaw wrote:

So I understand that I could fight for the annulment of the contract,

And on what basis?
In the contract, you have a DO record and you will do it to them - even 1 Mb is also within the parameters of DO 20 Mb (or DO 50 Mb).
Only complaints about improper performance of the service (to Netia), then the District Consumer Ombudsman, and then only the court - they will not release you voluntarily (unless you pay them contractual penalties provided for in your regulations).