Such issues involve a lot of servers, because data connections are made between you, our servers and the hoster. This means that there are a lot of points on the way that can be the cause of the issue, and not all of them are under our control.
We do our best to make sure that at no point in time any server is overloaded and that we always have more capacity than we actually need. We achieve this 99% of the time.
The distribution of traffic (when files are downloaded and which ones) is of course not always the same, so 1% of the time something overloads. We are usually aware of such congestions very quickly and react to them.
So please, try whether the issues still exists or whether they have gone by now. If they still do exists, please proceed as follows.
To deal with your issue, we first have to establish a few things. Please answer the following questions and send them by support ticket:
1. What is the download speed your connection is capable of?
Please go to the following url and include the results in your response:
Please note that this website uses several techniques that get the maximum out of your connection.
This means that the speed does not reflect the download speed you usually have when downloading a file!
2. What is the download speed from our servers?
Please start the download of the following sample file:
You do not need to download the whole file, just start the download, wait for the speed to settle and tell us the result.
3. What is the download speed you get when downloading a file?
Please generate a download link using our online link generator and download it using firefox or chrome without any download manager.
It is important for us to know what the speed is with only one connection. Download managers may falsivy the results.
Please let the download start and run for one minute. Then tell us the speed and also tell us whether the speed is fluctuating.
Also make sure that you have no other software running that consumes a lot of resources or network bandwidth.
4. Which server and which hoster was used?
Please send us the exact download link that is slow.
That is not the link from the hoster, but the link in your download manager.
To get that link please use Chrome or Firefox, right click on the download, and select "Copy download link" or "Copy link address".
This link will tell us which hoster was used and which of our servers.
5. When exactly did the problem occur?
We need the exact date and time and time zone to review our server logs to see whether anything was overloaded at that point in time.
You can get that information here:
6. What is your IP address, ISP and physical Location?
You can get that here:
7. Are the problems isolated to certain times or hosters?
Do you experience the speed problems only with certain hosters or at certain times of the day?
8. Are the problems new?
Did you use to have better speed in the past?
With this information we will be able to properly assess your issue and if it is under our control find a solution for the problem.
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