Troubleshooting Slow Connections
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My Connection Seems Slow
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This is a frequent issue that is reported . In almost all the cases the issue can be narrowed down to a problem with the local computer network at the customer's location.
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Things to try when experiencing slow connections.
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Bypass your router and go directly from your PC to the Cable Modem and 'Turn OFF' your router.
- Perform a raw speedtest directly from the computer by going to speedtest.net
- Repeat the test several times to ensure accuracy
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If the cable modem is operating normally you should be getting near you maximum download and upload speed
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For example if you have Online Express (8 Mbps down and 384 Kbps up), then you should see speeds of about 7.X Mbps down and .3 Mbps up
- While on occasion you might not see the full capacity every time you run a speedtest but on the whole you should normally achieve close to the maximum speeds available
- Repeat the test several times throughout the day and record your results.
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For example if you have Online Express (8 Mbps down and 384 Kbps up), then you should see speeds of about 7.X Mbps down and .3 Mbps up
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Repeat the tests while connected to your router and see if you see a big discrepancy
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If there is a big difference between directly to the cable modem and through the router then several things are possible
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Your router is wireless and you are experiencing WIFI channel congestion
- (This is common in apartment complexes where people are so physically close)
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Your neighbors might be impacting your WIFI performance
- Try changing channels on the WIFI to see if you can find a channel that is unused
- Make sure that you have secured your WIFI and no one else is 'borrowing' your WIFI connection
- Try moving closer to the WIFI Router to see if that improves things
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Your router is experiencing issues due to mis-configuration or the router could be faulty.
- Contact the Router vendor and have them do diagnostics
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Your router is wireless and you are experiencing WIFI channel congestion
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If there is a big difference between directly to the cable modem and through the router then several things are possible
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Try replacing the Ethernet Cables
- Ethernet cables can change over time. A faulty cable can be working fine for a short while then temperature or humidity changes can affect its performance
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Bypass your router and go directly from your PC to the Cable Modem and 'Turn OFF' your router.
- If you have multiple computers, try bypassing the router for each of them and repeat the tests above to see if you get the same results on each computer
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Check your usage graphs at our website by clicking on Internet Usage and see if there is something that is consuming your bandwidth
- Often we discover that someone in the household is running a file sharing program unbenowst to them and it is consuming all of your upload bandwidth
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If your upload bandwidth is maxed out, it will affect your downloads.
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Try to find the computer that is consuming the bandwidth and remove the program
- Progams like bittorret and others are examples of file sharing programs that can quickly consume all your bandwidth
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Try to find the computer that is consuming the bandwidth and remove the program
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Run a complete virus scan and malware scan on your computer
- Slowness is often caused by the computer itself.
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Viruses and malware and spyware can chew up the computer's performance and leave little left for you
- Even if you have a virus scanner running its always a good idea to make sure it is up to date and have it perform a complete virus scan
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If programs are slow to load (even non Internet programs) then its possible your computer has been infected
- Try taking your computer to VVM where we can perform a complete diagnostic and scan to determine if you computer is healthy
- Call your computer manufacturer and see if they can isolate the issue
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If you have performed all the above steps and you still are experiencing slowness then please call our tech support so that we may troubleshoot your problem in more detail.
- On occasion there can be problems with the wiring in the house or in rare circumstances the cable modem can be faulty
- If you have moved your cable modem to another room, this is often a source of the problem. Try returning the cable modem to its original location and see if the problem persists
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Things to try when experiencing slow connections.
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This is a frequent issue that is reported . In almost all the cases the issue can be narrowed down to a problem with the local computer network at the customer's location.
