DSL is extremely slow. Assistance? Please?

Good day, MajorGeeks. My mother recently purchased 8MB DSL from a Internet Service Provider called SBC Services. She asked for the fastest package available so that she may watch her Netflix movies online. They activated her service and hooked up four new phone-jacks across the house, and constructed new phone lines. SBC Services issued her a Modem, hooked it up, and entered the static IP information. Netflix movies are extremely slow if even watchable at all for her. She achieves at most, a 40KB download speed. I performed a speed test at Speedtest.net and this was the result.
Download: 0.40 mbps
Upload: 0.13 Mbps.

Very slow. This definitely isn't 8MB and really isn't worth 120 U.S Dollars in my perspective.
The modem they issued her is a Zhone ASDL2+1Port BRID/RTR.

I tested the speed on my computer (New computer: Windows 7 OS) as well as hers, they are both the same. I have tested it at various times of the day and the result remains the same.
SBC Services swears that she is being issued the 8MB. There isn't a band-width cap, and she hasn't downloaded much. She just wants to watch Netflix movies without the hassle. Should I invest in a router? Would a router make any difference? If you require more information, I'll provide. Thanks.

 

How are you connected to the router? Can up plug into the router directly? Can you explain what the setup of the network is? The modem/router I looked up has one port so it would seem that there is another switch or router after the modem/router. If that is the case, it is possible that the password settings are stored in the second device and it would be easier to start with plugging into that directly after checking that 1. the second device is relatively close to the first (same room) and 2. the cable connection between them is stamped at least CAT5 or CAT6, isn't kinked or stapled down, and is well seated into both devices. If you still get slow speeds there, it will take a little more to get the settings out and test directly at the modem.

If there is no additional router or switch in the house then i need some more info please.


At this point, I would suspect the network in the house, after the modem. Professional installlation should have eliminated this and for a while SBC (southern bell company) used their experienced, professional telephone techs. These days, not so much.

 

Thank you for your reply, Handygal. Er- No, unfortunately. We do not possess a router nor any device after the modem. SBC Services installed a Zhone ASDL2+1Port BRID/RTR Modem, there isn't a Router nor any device after the Modem. The Modem is connected to the PC via a Ethernet cord. The Modem is connected to the phone-jack via a DSL filter. There isn't any cuts, kinks, or anything wrong with the phone cord nor the Ethernet cord (I have switched the Ethernet and phone cord, but this came to no result). SBC Services configured her computer, typing in the static-IP information and DNS information.
http://postimage.org/image/341rs92ec/
Network
The above is a screen-shot of hers/and my configuration.
Should I invest in a router? Would this heighten our internet speed? Thanks.

 

Sorry about that, i read watching netflix and added 4 jacks and just projected my own setup on to your situation. My netflix streams to my blu ray player.

I cannot read your image very well. Can you go to the command prompt and enter the command ipconfig /all . Copy and paste the result and that should help. The IP address looks odd but I can't read it well.

While you are in the command prompt, try the following commands as well, one at a time.
ping 4.2.2.2
ping google.com
ping 66.157.48.1 (that is my best guess at your gateway from the picture)

When you say her/your info, you do mean on just one computer, right?

 

Code:

C:\Users\Suff>ping 4.2.2.2

Pinging 4.2.2.2 with 32 bytes of data:
Reply from 4.2.2.2: bytes=32 time=3457ms TTL=57
Reply from 4.2.2.2: bytes=32 time=3312ms TTL=57
Reply from 4.2.2.2: bytes=32 time=3578ms TTL=57
Reply from 4.2.2.2: bytes=32 time=2974ms TTL=57

Ping statistics for 4.2.2.2:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 2974ms, Maximum = 3578ms, Average = 3330ms

C:\Users\Suff>ping google.com

Pinging google.com [74.125.227.49] with 32 bytes of data:
Reply from 74.125.227.49: bytes=32 time=3574ms TTL=56
Reply from 74.125.227.49: bytes=32 time=3255ms TTL=53
Reply from 74.125.227.49: bytes=32 time=3696ms TTL=56
Reply from 74.125.227.49: bytes=32 time=3077ms TTL=56

Ping statistics for 74.125.227.49:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 3077ms, Maximum = 3696ms, Average = 3400ms

C:\Users\Suff>ping 66.157.48.1

Pinging 66.157.48.1 with 32 bytes of data:
Reply from 68.216.208.110: Destination host unreachable.
Reply from 68.216.208.110: Destination host unreachable.
Reply from 68.216.208.110: Destination host unreachable.
Reply from 68.216.208.110: Destination host unreachable.

Ping statistics for 66.157.48.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

C:\Users\Suff>

Code:

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Suff>ipconfig /all

Windows IP Configuration

   Host Name . . . . . . . . . . . . : Suff-Linux
   Primary Dns Suffix  . . . . . . . :
   Node Type . . . . . . . . . . . . : Broadcast
   IP Routing Enabled. . . . . . . . : No
   WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : NVIDIA nForce Networking Controller
   Physical Address. . . . . . . . . : 00-1D-72-B5-B6-17
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::81c8:f176:ff82:75f1%11(Preferred)
   IPv4 Address. . . . . . . . . . . : 66.137.48.144(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.252.0
   Default Gateway . . . . . . . . . : 66.137.48.1
   DHCPv6 IAID . . . . . . . . . . . : 234888562
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-12-E6-3E-AF-00-1D-72-B5-B6-17

   DNS Servers . . . . . . . . . . . : 68.94.156.1
                                       68.94.157.1
   NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.{EFCBF9C8-BF7E-4E4E-8E17-0EC710B71F38}:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft ISATAP Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e76:a:d24:bd76:cf6f(Preferre
d)
   Link-local IPv6 Address . . . . . : fe80::a:d24:bd76:cf6f%12(Preferred)
   Default Gateway . . . . . . . . . :
   NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter 6TO4 Adapter:

   Connection-specific DNS Suffix  . :
   Description . . . . . . . . . . . : Microsoft 6to4 Adapter
   Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
   DHCP Enabled. . . . . . . . . . . : No
   Autoconfiguration Enabled . . . . : Yes
   IPv6 Address. . . . . . . . . . . : 2002:4289:3090::4289:3090(Preferred)
   Default Gateway . . . . . . . . . : 2002:c058:6301::c058:6301
   DNS Servers . . . . . . . . . . . : 68.94.156.1
                                       68.94.157.1
   NetBIOS over Tcpip. . . . . . . . : Disabled

C:\Users\Suff>

Network set-up

I performed the ping requests as per your instructions, I posted the results above in

Code:

 format. I also included photographs of the Network. She only just moved in, she is redoing the walls and such. Thanks. :)

 

Those ping times are horrible! Just one more ping to run because I suspect there is an issue in the cabling from modem to computer.

ping 66.137.48.1

Did SBC check the filters on all phones and devices, the modem, etc? I have been asked to unplug every single device attached to a phone line including the DSL, wait 5 minutes, plug in just the dsl filter and the dsl modem with no phone attached to it (mine was a dual outlet filter) and reboot the dsl modem and then the computer see if it made any difference before attaching any other devices to an outlet and filter one by one.

 

Code:

C:\Users\Suff>ping 66.137.48.1

Pinging 66.137.48.1 with 32 bytes of data:
Reply from 66.137.48.1: bytes=32 time=874ms TTL=255
Reply from 66.137.48.1: bytes=32 time=885ms TTL=255
Reply from 66.137.48.1: bytes=32 time=928ms TTL=255
Reply from 66.137.48.1: bytes=32 time=246ms TTL=255

Ping statistics for 66.137.48.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 246ms, Maximum = 928ms, Average = 733ms

C:\Users\Suff>

 

Hey Suff,

There should be no dsl filter connected to the modem or the phone line for the modem. Those filters are used for other equipment like telephones, voice message machines etc...

try this...

1. turn off the computer and dsl modem.
2. disconnect all phone lines from all telephone jacks in the home (including the telephone line for the modem).
3. remove the dsl filter from the phone line that is used for the modem.
4. connect the phone line that is used for the modem into the telephone jack.
5. turn on the modem and wait until the dsl light is steady and no longer flashes.
6. turn on the computer. wait a couple of minutes.
7. check the speed at http://www.dslreports.com/speedtest
8. what's the status?