How to Troubleshot Slow Internet Issue?

Users may experience slow connection. Users will be complaining that a webpage loads for 1 minute. Others may become frustrated why the buffering of the video is long. The following guides will help in checking the internet.

Local Area Connection

Basic Steps:

1. Did you try to conduct power cycle of the modem?
The modem connects your router or PC to the internet. Your internet provider will have their cooper cable, fiber, broadband signal receiver, or satellite signal receiver connected to this device in order for you to receive the internet service of the ISP. The device can be powered on for a long time. Many people rarely turn it off. Others leave it on since they got it installed by the installer are their house. There are modems that might turned off only when there is a power outage. Since the equipment is susceptible to heat and thermal buildup, interference, static buildup, or any other effects of the equipment being on, restarting it can help restore your internet. It is also your diagnosis if the modem causes the issue.

2. Did you try to conduct LAN-to-LAN testing?

You may try to connect the ETPI provided modem to a single computer to confirm. Please make sure to set your IP address in Local Area Connection based on the IP block provided. Here are the steps:

a.) Open ‘Run’ command by pressing the Windows logo on your keyboard and the letter ‘R’ simultaneously.
b.) Type in the command: ncpa.cpl
c.) Once you press the Enter key or click ‘Ok’, the Network Connections window will come up
d.) Right-click the Local Area Connection icon, then click ‘Properties’
e.) Click to select ‘Internet Protocol Version 4 (TCP/IPv4)’. if you are using Windows XP, it is ‘Internet Protocol (TCP/IP)’
f.) Click ‘Properties’ and select ‘Use the following IP address’. Then input the following information:

-IP address: (get from ISP) -Subnet mask: (get from ISP) -Default gateway: (get from ISP) -Preferred DNS server:  ISP DNS -Alternate DNS server:  ISP DNS 2

g.) Click ‘OK’ twice to close the boxes

Advance Steps:

1. Clear Internet cache, browser cookies and history. On any browser, just press CTRL + SHIFT + DELETE simultaneously.

2. Try other Internet browser. If using IE or Chrome, advise to use Firefox. Check if browser is set to use a proxy server.

For IE or Chrome:
a)      Go to Internet Options. They can run the command:  inetcpl.cpl
b)      Under “Connections” tab, click “LAN Settings” then uncheck all boxes. Click “Ok”

For Firefox:
a)      Click “Tools” (press ALT if not showing), then “Options”
b)      Click “Advanced”
c)      Under the “Network” tab, click the “Settings” button, then select the radio button for “No Proxy”. Click “Ok”

3. Please disable, close or exit the programs which might be taking up too much of the Internet bandwidth (e.g. Torrent, Windows Updates, Skype, YM, etc.)

4. Please disable any firewall/anti-virus/filtering software that might be hindering their connection to the Internet.

5. Power cycle the modem by turning off or unplugging the device for 5 minutes.

6. Visit the website http://www.speedtest.net/ and click on ‘Settings’ on top of the page, then select using your ISP server as the ‘Preferred Server’ when you before you begin the test.

7. Ping the DNS server provided by the ISP via Command Prompt or the Network Utility website.

Mobile Internet

1. Make sure you are already using 4G LTE sim if you have 4G capable phone and a 4G covered area.

2. Set your phone to a preferred network. You can do this at Settings> Mobile Network>Set Preferred Network Type> 3G/WCDMA only. This can be done on 3G handsets without 4G LTE area. If it is set to Auto and the signal the phone selects is 2G, that will cause slow internet (even if you have 3G signal).