Router Troubleshooting - Slow Internet (1Gbps)

Verify Your Plan

• Confirm that you are on the correct plan for your needs. Check your service agreement or contact customer support for confirmation.

Check Current Speed

• Use an online speed test tool (e.g., Speedtest.net or Fast.com) to measure your current download and upload speeds. Compare the results with the expected performance for your plan.
• Warning: Running multiple speed tests in quick succession can lead to inaccurate results. Please wait a few minutes between tests for more reliable readings.

Ensure Equipment Can Handle 1 Gbps Speeds

• Warning: Not all devices are capable of handling 1 Gbps speeds. Your computer, router, and Ethernet cable must support gigabit speeds (1,000 Mbps).
• Computer Specifications: Ensure your computer has a network card (NIC) that supports 1 Gbps or higher. Older devices may only support slower speeds.
• Router: Verify that your router supports gigabit speeds. If it's not a gigabit router, your connection will be limited.
• Ethernet Cable: Use a Category 5e (Cat 5e) or higher Ethernet cable for gigabit speeds. Older cables (e.g., Cat 5) may not support 1 Gbps.

Ensure Proper Equipment Setup

• Wired Connection: For the best results, connect your device directly to the router using an Ethernet cable. Wi-Fi connections, even on high-speed plans, may not consistently reach 1 Gbps.
• Wi-Fi Connection: If using Wi-Fi, ensure you're close to the router and the router supports Wi-Fi standards (e.g., Wi-Fi 6 or Wi-Fi 7) capable of gigabit speeds. Wi-Fi speeds are often slower than wired connections.
• Router Placement: Place the router in a central location, away from thick walls or large metal objects that can block signals.

Restart Your Router

• Power off your router, wait for 30 seconds, then power it back on. This can resolve temporary connectivity issues.

Limit Network Usage

• Check if multiple devices are using the network, such as streaming, large downloads, or online gaming. This can impact the speed you experience, especially on high-speed plans.
• Pause or stop any non-essential activities and run the speed test again.
• Make sure your peer-to-peer (P2P) connections are suspended.

Check for Interference

• Wi-Fi: Ensure there are no devices causing interference (e.g., microwaves, cordless phones). Switch your router to a less congested channel if needed.
• Other Networks: If possible, avoid heavy traffic times when others may be using the same network.

Test Different Devices

• Check if the issue is device-specific. Test your internet speed on another device (e.g., phone, laptop) to see if the issue persists across multiple devices.

Update Router Firmware

• Ensure that your router's firmware is up to date, as outdated software can cause performance issues, especially for higher-speed connections.

Check for Service Outages

• Verify with your ISP if there are any service interruptions or maintenance work in your area.

Contact Customer Support

• If you've followed the steps above and your speed is still below expectations, or if you're unsure about your equipment's compatibility, reach out to customer support for further investigation.