Troubleshooting Slow Internet Connections

Factors such as location, hardware, and network traffic can affect Internet performance negatively.
Use the steps below to identify and address potential causes for poor Internet performance you may be experiencing. The process begins with testing speed and status of Internet service and key
hardware, then expands if needed to exploring and isolating interconnection issues, which can then be addressed with Internet Service Providers (ISPs).

Start with an Internet speed check

1. Be sure computer is connected to the Internet.

2. Disconnect and power‐down all other devices that access the Internet such as other
computers, game systems, Netflix, or other movie streaming devices, DVRs, other routers,
switches, VoIP phones, mobile phones and wireless printers.

3. Run an Internet speed test using a speed testing tool like:

· SpeedCheck: https://www.speedcheck.org 
· Xfinity: http://speedtest.xfinity.com/
· AT&T: http://speedtest.att.com/speedtest/
· Verizon: https://www.verizon.com/speedtest/
· Speakeasy: https://www.speakeasy.net/speedtest/

4. Make note of the date, time, and your results each time you run a test.

5. Compare your results to the Internet speed guaranteed by your ISP. If the speed test shows
your speed is slower than the speed to which you subscribe, proceed with checking your
modem speed as described below.

Note: Internet speed is affected by changes in network traffic and usage, which will usually vary
across days and the time of day. To get the most accurate reading, run the speed test more than once, including different times of the day and different days of the week.

Now test your modem speed

1. Open a web browser such as Internet Explorer, Firefox, Chrome, Safari, etc.

2. Access your modem control panel by entering your modem’s IP address in the browser
address bar

(Find your modem’s IP address in the manual provided with modem
or… Use the instructions under “Accessing Your Router’s Web Interface” here:
https://www.howtogeek.com/179700/beginner‐geek‐how‐to‐configure‐your‐router/)

3. If prompted, log in with the modem username and password provided by the modem
manufacturer.

(If you do not know the username and password, it may still be set to the
manufacturer default. The following Web site lists many manufacturer default
usernames and passwords: http://www.routerpasswords.com/)

4. In the modem statistics, take note of the upstream/upload and downstream/download
metrics. If these numbers are lower than the rates guaranteed by your ISP:

(Double‐check all cables and security of connections using the guidance here, then retest
http://www.centurylink.com/home/help/repair/modem‐and‐wifi/troubleshootingyour‐
modem‐starting‐with‐the‐cords.html or… Once all cables and connections are confirmed working and connected, contact your ISP to address the disparity.)

Troubleshoot Interconnection Issues

Internet traffic travels over several different ISP networks and connection points between endpoints. Performance can often degrade as signals traverse these networks.

To determine where performance issues may be occurring, use an Internet testing tool such as
Internet Health Test.

1. Visit https://www.battleforthenet.com/internethealthtest/
2. Click “Start Test”
3. Note speed information for each “step” in the process and compare these metrics to the
performance guaranteed by your ISP
4. Contact your ISP to address any service disparity
5. Explore alternate high‐speed Internet options at: https://broadbandnow.com/