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“Our network has consistently performed at or above advertised speeds, and we provide customers with tools to measure their speed and data usage," said Cox's vice president of public affairs, Susan Anable. "Cox is committed to providing the best possible service for our customers but do not guarantee speeds in our advertising or service agreements due to a number of external factors that can impact speeds in the home.”ĬenturyLink spokeswoman Courtney Morton said: "The actual speed customers experience will vary depending on not only the bandwidth provided to the customer by CenturyLink, but also other factors outside of CenturyLink’s control such as customer location, the quality of the customer’s computer and network, and the websites accessed by the customer. "I don't know why that is."Īrizona's largest internet service providers, Cox and CenturyLink, declined to be interviewed and instead provided written statements. "There's a lot of times that the speeds just aren't even probably the number that you saw," said Klabunde, who reported download speeds of 27.9 mbps compared with his 50 mbps plan from Cox. Tom Klabunde, a 66-year-old retiree from Tempe, said he has noticed for years that his service from Cox Communications has fluctuated significantly without any explanation. "What really irks me is if I'm on 150 mbps with Cox or 40 mbps with CenturyLink, that's a serious problem if they're only giving you half of what you paid for there because that becomes a bottleneck and consumers really feel that pain." "At this level of service does it really matter? Not really," he said. Landrum said the variation in speed doesn't have much of a practical effect on his life, but he is concerned internet users with cheaper plans could experience more-tangible impacts. "I'd like to see them advertise it more as a 500-megabit service, but it's hard to stay competitive in the marketplace if you're not willing to lie in your advertisements." it's going to be good enough, not perfect. "For something that's consumer grade, my experience in technology has always been. "I've done everything that I can on my end to make my internet as fast as possible," he said. Landrum said in an interview that his setup and equipment aren't the issue, but he's not surprised it's slower than the service the company promised.
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George Landrum, a 30-year-old IT professional who lives in Scottsdale, reported download speeds of 502 megabits per second on a hard-wired connection, just over half the speed promised by his gigabit plan from CenturyLink Inc. That's not uncommon for him, he said. Making their best effortīut for Arizonans living online, periodic frustration with internet service appears to be a nearly universal experience - even for the technologically savvy. It asked readers to run a test from - the same service Cox and CenturyLink ask customers to use - and then report the results with information about how and where the test was taken.īecause the responses didn't represent a random sample of Arizona internet users, The Republic attempted no statistical analysis of the data. The Republic received 740 responses from Arizonans to a June survey. Internet service providers often point to factors beyond their control - the customers' equipment, their location and overall demand for bandwidth - to explain slow service.īut pinpointing the cause can be difficult. The test results, from internet users all over the state, highlight the wide variation in service, and that internet providers sometimes fail to match their advertised speeds. Hundreds more reported slow speeds with their Wi-Fi connection. Dozens reported their service was at least 25 percent slower than what they're paying for, even when their computers were plugged directly into a modem or router. The Republic this summer surveyed hundreds of Arizonans about the performance of their internet service using a standard internet-speed test.
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Have you ever contacted your internet provider about the problem only to hear that it's you, not them? Are you sometimes stuck with a buffering video or a slow-loading Web page, and wonder why your high-speed internet has slowed to a crawl?