Speed tests are a great tool to identify connectivity issues, but not all speed tests work the same. Let’s jump into how to test your connection to see where the issue is.

Step 1) Smart Home App Speed Test
The Gibson Connect Smart Home app has a speed test feature that tests the connection between your Wi-Fi router and the servers that deliver your service. Starting here helps you see if there is an issue with our network.

Important Note:
Subscribers on a 250 Mbps plan should expect to see 250 Mbps or slightly more on their download and upload with a ping around 20 ms. Subscribers on a 1 Gbps plan should expect to see close to 940 Mbps up and down due to overhead loss at the higher speed, but your ping should still be around 20 ms.

Step 2) Ookla Speed Test
If the app-based speed test is working correctly, it’s time to test using the Ookla service. This speed test shows how much bandwidth is getting to your device. Run a speed test at speedtest.net

Important Note:
If you are testing a wireless connection there is typically a significant dip in how much bandwidth reaches your device due to interference from other devices, distance to the router, age and quality of the Wi-Fi chips in your device, and other factors. Subscribers on a 250 Mbps plan should expect to see up to 150 Mbps – 250 Mbps and 1 Gbps subscribers should expect to see between 150Mbps – 600 Mbps. Wired speed test results should be almost identical to what you are seeing in the app as long as the device is not running several programs or browser tabs at the same time.

Step 3) When to Call Tech Support

If your speed test results are within the expected ranges, the culprit is the device you’re using or service to which you are connecting to (ie. Netflix, YouTube TV, PlayStation Network, Zoom, etc.). If you are consistently getting speed test results below the expected ranges on the app or on Ookla please give us a call at (731) 562-6000. Make sure to have your results on hand so we can more accurately identify the issue and find the right solution.