I'm expanding into telecom audits here in Charleston and finding a lot of businesses paying for internet speeds they're not receiving. A medical office was paying Comcast $340/month for 100Mbps but speed tests show they're only getting 45-50Mbps consistently. The contract guarantees 95% of advertised speed. Has anyone successfully gotten refunds for these speed shortfalls? What documentation do carriers typically require?
Internet speed vs billing rate discrepancies
George, I've had success with this type of audit in Grand Rapids. The key is consistent speed testing over at least 30 days using multiple testing platforms. I use Speedtest.net, Fast.com, and Google's speed test to eliminate any single-platform bias. Document time of day, date, and test results. Consumers Energy territory businesses seem particularly affected by Comcast speed issues during peak hours.
Here in Memphis I've found MLGW territory businesses often get slower speeds during summer months when network demand peaks. The challenge is proving the speed shortfall is carrier-related versus customer equipment issues. I always verify the modem, router, and ethernet cables meet the speed tier requirements before filing complaints. Carriers will blame customer equipment first every time.
Sandra's right about equipment verification. I had a client getting 25Mbps on a 100Mbps plan, but their router was 10 years old and maxed out at 30Mbps. Once we identified that, Comcast was off the hook. Always check customer premise equipment first. For legitimate speed shortfalls, I've gotten partial refunds averaging 15-20% of monthly charges over the affected billing periods.
Thanks for the equipment verification tips. I've now tested six different business accounts and found three with legitimate speed shortfalls after confirming their equipment could handle the contracted speeds. Two were Comcast accounts, one was AT&T fiber. The AT&T case was easier to resolve - they acknowledged the issue and provided a $380 credit within two weeks. Comcast is dragging their feet as usual.
Speed testing audits are becoming a regular part of my telecom practice here in Memphis. The key is establishing baseline performance expectations in the service contracts. Many businesses don't realize they can demand performance credits when speeds consistently fall below contracted levels. I've recovered over $12,000 for clients this year just from internet speed shortfall claims. It's becoming a very profitable audit niche.