Troubleshooting guide
How to fix the problem
Use a reliable speed test, preferably over Ethernet and without other devices using traffic. Compare with plan speed and equipment limits.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Cable speed comparison
Test over Ethernet, pausing downloads and other heavy network traffic.
Steps to follow
- If possible, connect the computer to the router's LAN with an Ethernet cable and make sure the test is wired.
- Pause large downloads and syncs on your devices.
- Run a reliable vendor or standard speed test, note the time and results.
- Compare over Wi-Fi and at other times on the same device. Provide the supplier with the wire test and your plan information first.
Wi-Fi and time comparison
Compare with the same device in different locations and at different times of the day, taking into account the limits of the equipment.
Steps to follow
- If possible, connect the computer to the router's LAN with an Ethernet cable and make sure the test is wired.
- Pause large downloads and syncs on your devices.
- Run a reliable vendor or standard speed test, note the time and results.
- Compare over Wi-Fi and at other times on the same device. Provide the supplier with the wire test and your plan information first.
If the problem persists
Repeat the test several times at different times and compare Ethernet to Wi-Fi. The result is limited by the slowest connection; provide the cable measurement data, plan and test time to the supplier.
Request a repair