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If you're on this page, then your Internet service most likely does work, to a certain extent - it simply doesn't work very well for you. It's going out on you constantly, or it's running extremely slow. Why is it doing this? Before you go calling your ISP, try the following steps and let's see if we can figure out where the issue is!
If you're on this page, then your Internet service most likely does work, to a certain extent - it simply doesn't work very well for you. It's going out on you constantly, or it's running extremely slow. Why is it doing this? Before you go calling your ISP, try the following steps and let's see if we can figure out where the issue is!
Basic Troubleshooting for Poor Internet Service
Basic Troubleshooting for Poor Internet Service
For those who just want to get the basic troubleshooting done before they call.
For those who just want to get the basic troubleshooting done before they call.
"My Internet Connection keeps going in and out on me!"
"My Internet Connection keeps going in and out on me!"
If your internet connection appears to drop by itself, then there are a few things you can try:
Keep track of the problem: When exactly does the Internet seem to disconnect? How often does it go down, and during what time of day or night? Keeping track of this information can and often will help in figuring out the root cause of the issue.
Use Process of Elimination: Do you just have an inconsistent connection when using WIFI, or connected direct to the modem with an ethernet cable? Does physically replacing the ethernet cable correct the problem? Is the issue occurring on just one device, or on multiple devices? Try to eliminate potential causes of the problem.
Contact your Internet Provider: After troubleshooting, be sure to contact your ISP's technical support to see if there is a recent problem - a intermittent connection could indicate issues with the signal coming into the home, or a faulty modem.
"My Internet Connection constantly runs slow when I'm using it!"
"My Internet Connection constantly runs slow when I'm using it!"
If your internet is being slow to load webpages or video streaming keeps buffering, then there are a few things you can try:
Be sure to run at least one Speed Test: There are plenty of websites such as Fast.com or Speedtest.net, that allow you to test your speeds and see how slow it is. Run through multiple consecutive tests while nothing else is using the internet, and be sure to select a nearby server for the least amount of ping.
Use Deduction and Process of Elimination: Do you just have slow speeds when using WIFI, or connected direct to the modem with an ethernet cable? Does physically replacing the ethernet cable correct the problem? Is the issue occurring on just one device, or on multiple devices? Try to eliminate the potential causes of the problem by using process of elimination and deducing the likely cause of the problem from that.
Contact your Internet Provider: After testing, make sure that the speeds are actually slow for the connection you're paying for and that the issue isn't just a matter of upgrading your package with your ISP. If the issue has persisted at this point, then contact your ISP's technical support to see if there was a recent firmware glitch with the modem you have, or issues with the signal coming into the home.
"I'm still having the same issue that I had before!"
"I'm still having the same issue that I had before!"
Need some further help? If your issue persists after performing all of these steps, then there is a good chance that the issue will likely need to be dealt with by your Internet Service Provider - this is going to be especially true if you've tried to connect to the modem directly and have attempted multiple devices and cables, as your modem might have failed or there may be something wrong with the signal coming into the house.
If the issue seems to be resolved by connecting directly to the modem, however, then you're having a wireless issue. Please use the button below to go to the Wireless Network Troubleshooting page
Advanced Troubleshooting for Poor Internet Service
Advanced Troubleshooting for Poor Internet Service
For those who want to know how to fix their service without having to call.
For those who want to know how to fix their service without having to call.
Ensure that your Cable Modem has a solid power input.
Ensure that your Cable Modem has a solid power input.
Most Cable modems, like traditional telephone modems, are affected by spikes in electricity and data being transmitted through the cable line. Factors such as signal noise or an inconsistent power supply can cause your cable modem's tuners to slip out of sync and cause slow or intermittent service.
To correct the problem, test your modem directly to a wall outlet. Try eliminating anything between the cable modem and the initial source of power, such as power bars, extension cords, multi-outlets, or even surge protectors.
Also note that, while other devices other than the modem may be plugged into the same power source and not have any issues, that doesn't completely eliminate the power source as being a problem - for example, a failing metal oxide varistor (MOV) may cause signal noise and affect something with a coaxial cable connection, like a cable modem, without affecting something without a coaxial cable connection, such as a common house lamp.
Clear your Cable Modem's cache and see if that helps.
Clear your Cable Modem's cache and see if that helps.
Most cable modem contains a cache that collects data such as MAC addresses before releasing it to your computer that can sometimes become overloaded with invalid data and can slow down your cable modem's functions or prevent it from transmitting new data. To correct the problem, you have to empty your cable modem's cache. Once the cache is reset, your cable modem should return to a working state. In order to reset the cache, follow these steps.
Turn off your computers, tablets, smart phones or devices by shutting them down through their respective operating systems.
Unplug your cable modem's power cable from the electrical outlet. If the cable modem has a backup battery, be sure to remove it so that the modem is completely powered down.
Wait one minute.
Plug your cable modem's power cable back into the electrical outlet. If the cable modem has a backup battery, be sure to reconnect it. Also, If the cable modem has a power button, press the button to turn the modem on.
Wait one minute.
Turn on your computers, tablets, smart phones or devices by pressing the power button on the front, side or back of the devices.
Your cable modem's cache should now be empty - give it a few more minutes and then test the internet service to see if the issue persists.
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