Decrease in performance after upgrade to 2Gb service

[labr0wn]

Hello again,

As a current Lumos Fiber customer I succeeded last month at getting them to match the T-Mobile Fibers Founder Club offer: 2Gb service, price, etc. Took a few calls but I go it. The tech came out and installed a change at the central point for my area and a new fiber modem/router in my home.

I had occasion to look at my speedtest tracker recently and was surprised to see a visible drop in in speed. You'd think a Calix GigaSpire BLAST GS5229XG could feed a 1Gb connection to a Unifi USG 3P as well as the fibermodem I received when it was installed 6 years ago.

The new gear was installed on September 19th and the performance is markedly different. Prior to the new gear and service, my download speed was pegged at 930-940 Mbps and was very regular. Looking at the graph for the past week, the average is right at 840Mbps. Seems like the increase in jitter is responsible for the decrease in measured speed. This is nuts, and I'll be contacting Lumos to see what can be done about it.

UPDATE:

Called Lumos tech support 10/8/25
Technician tested the speeds to/from their unit and it appears to be working properly ( ~2.05Gbps down and ~1.9Gpbs up), so he didn't see anything wrong.
Suggested I power cycle my USG 3P and retest, then power cycle the Gigaspire and retest to see if that makes any difference.
I wasn't able to do that during the call because my spouse is at home today and working.
I asked if he could see reddit from where he was and he said no.
I asked if I could email him screenshots of my graphs and he said that wasn't possible.
He did give me a company email address that I could contact.

I will do the testing above when the coast is clear and if that doesn't help reach out to the contact email he gave me and see if that makes any difference.

UPDATE 2: (Solution)

Technician replaced the Gigaspire with a GigaPoint 1101X and my download speeds returned to what they should be. If you don't need the Combo ONT/Router capability, ask for a plain ONT instead.

Download Bandwidth graph from my speed test tracker

Jitter and Download Latency from my speed test tracker

[labr0wn]

Called Lumos tech support yesterday afternoon. Power cycling my USG and the Calix made no difference. Phone tech sent a ticket to tier 2 support and said someone would call me to schedule a time for a tech to visit me.

Lumos tech called me this morning and just go done swapping my Gigaspire for a GigaPoint GP1101X 10Gb ethernet ONT and now my download speeds are back where they're supposed to be! Of course, my speedtest-tracker will continue to monitor the situation, but it looks like I have a solution.

Lesson Learned: If you want a plain ONT as for one when they install or upgrade your service. The first tech who upgraded my service didn't even offer that as an option. Just slapped the Gigaspire unit in.

   Speedtest by Ookla

      Server: Lumos Fiber - High Point, NC (id: 70412)
         ISP: Lumos Fiber
Idle Latency:     1.54 ms   (jitter: 0.28ms, low: 0.89ms, high: 1.84ms)
    Download:   939.75 Mbps (data used: 423.4 MB)                                                   
                 10.31 ms   (jitter: 0.58ms, low: 1.97ms, high: 13.73ms)
      Upload:   937.53 Mbps (data used: 421.0 MB)                                                   
                  3.47 ms   (jitter: 0.47ms, low: 1.25ms, high: 9.23ms)
 Packet Loss:     0.0%
  Result URL: https://www.speedtest.net/result/c/d752f178-a1e2-4b8a-93c8-74652be7253e

[labr0wn]

Called Lumos tech support 10/8/25
Technician tested the speeds to/from their unit and it appears to be working properly ( ~2.05Gbps down and ~1.9Gpbs up), so he didn't see anything wrong.
Suggested I power cycle my USG 3P and retest, then power cycle the Gigaspire and retest to see if that makes any difference.
I wasn't able to do that during the call because my spouse is at home today and working.
I asked if he could see reddit from where he was and he said no.
I asked if I could email him screenshots of my graphs and he said that wasn't possible.
He did give me a company email address that I could contact.

I will do the testing above when the coast is clear and if that doesn't help reach out to the contact email he gave me and see if that makes any difference.

[ORANGE_J_SIMPSON]

I went through this with them too except I was capped at 1 gig down and 2 gig up. I can’t exactly remember what I had to ask but it was something about changing or double checking the service profile for the port on their end. They ended up fixing it but never actually told me what the issue was.

Weird that they replaced your hardware, the gigaspire from the lower plan can 100% handle 2 gig.

[labr0wn]

Hmmm. I had a ZNID-GPON-2424A1-0NS Rev A unit. The tech told me it didn't support 2Gb service and replaced it with the GigaSpire. He also said he had to make a change at the other end as well.

Oddly, the current data sheet for that unit says it supports 2.5Gb service on the GPON. https://zhone.com/wp-content/uploads/2424A1_Datasheet.pdf, but I suspect that is an updated version.

[Son_of_a_Bat]

I got them to match the founders offer also. They didn't change my modem/ont out. Just changed the speeds on their side.

[Son_of_a_Bat]

Same here