Slow Internet speeds vs. what I am paying for

[hahn0122]

I am paying for 1300 Mbps internet speeds from Xfinity.  Speedtest is showing that I am actually getting less than 100 mbps - xfinity is saying everything is fine on their end.  I have a Netgear Nighthawk AC1900 cable modem router.  Went to Best Buy today and their sales guy said it was likely not the Nighthawk that was causing the issue, and likley the access points from the ruckus box.  Is this a normal thing?  Any advice on what I can change to get the internet speed I am actually paying for?  I tried calling Ruckus support, but of course the Lennar homes are no longer supported by their phone support.

[Imran_ruckus]

Hi @hahn0122 

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community. 

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering Internet speed issue.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational with greater speed, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the requested queries and should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[hahn0122]

1. Confirmed, but we have not had a power outage for at least the last few months.  Upload speeds have dropped significanlty, and downloads are down to less than 100

2. all green lights - photo attached

3. Yes - confirmed by my ISP (Xfinity) they say they are getting 1300 mbps to my house

4. 2 access points in the house.  1 on main level, 1 upstairs.  ruckus box is in the basement.  On main level the PWR, 2.4G and 5G lights are green, on the upstairs PWR, 24G, 5G and CTL are green

[hahn0122]

[Imran_ruckus]

Hi  @hahn0122 

Thank you for the response and the information.

As per the pictures you shared, the cable connections and the light status are in a normal state.

Please rearrange the Ethernet cables for the Access Points and the ISP Router by moving them from their current switch ports to any other available ports within the 1–12 range (refer to the screenshot below). Once completed, please test the speeds again.

Let me know how it goes.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support