Speed Related Problems

Are you having speed issues and not attaining the right speeds for the plan you picked? Here are some reasons why you maybe encountering these problems.
  • Is your modem or router firmwares updated?
  • Is your ethernet card drivers up to date?
  • When having services above 100Mbps make sure you have a Gigabit WAN router and/or Gigabit Network card installed in your computer.
  • Make sure you are not using a VPN or a Smart DNS service. Once you are no longer on our DNS we cannot control what you receive in speeds.
    • Make sure your telephone cable is not more than 5 feet long
    • Make sure the modem has no filters or splitters or extensions connected between the phone jack and modem
    • Make sure you have the right power supplies connected on the correct devices
  • Cable internet
    • Make sure you do not add a separator/extender/booster between your modem and cabling that was done during installation.
    • Never change the area where the modem is installed as it might not have the filtering that was installed in the original location
    • Make sure you have the right power supplies connected on the correct devices
    • Cable internet networks are shared with your neighbors which can cause a slowdown for everyone who is attached to the same splitter.
  • Wifi (most problematic)
    • Try changing the WiFi channel inside your modem or router to avoid conflicts from existing routers in your neighborhood.
    • Make sure the WiFi device is not close to any Cordless phones or microwaves
    • Concrete walls or obstructions in front of your modem or router will block WiFi signals. Make sure you have it out in the open and on a higher platform.
    • Better to connect to a 5Ghz connection to avoid most of the interferences. Only routers that have dual band can have this option. Also older WiFi devices like old phones or laptops might not have 5Ghz connectivity so you will experience slower speeds by being on the 2.4Ghz WiFi.
    • WiFi extenders can also be problematic if they don’t come with a Dual Band option.
    • Try positioning the router closer to the center of your house.
    • In order to properly troubleshoot speeds, always try having a device connect without the wifi so you get to see the exact speeds you are getting to confirm if issue is wifi related or not
    • DSL Modems do not come with 5Ghz, an additional dual band router usually will be necessary to be connected on the modem.
  • Personal devices (Computer/Tablet/Phone)
    • Make sure you are updated to the latest software
    • Try uninstalling applications that are taking up space. The more memory your device is using the slower all applications will run.
    • Try to clean your cache and history on your browser as they tend to slow down down if it has too much data cached.
    • Clean up your temporary files and defragment your computer as much as possible

Please be advised checking your speeds often on speed test websites can actually make you have unstable results. Therefore you will not receive accurate results. Also if 1 or more in your household are using the internet, it will degrade the results of the speed tests to the amount of bandwidth that remains at that moment.

We also have an Internet traffic management in place if you wish to take the time in reading, here is our acceptable usage policy information.

ADSL/VDSL are always an “UP To” service as there is no guarantee you will reach the advertised speeds if you are far from one of the main Central connected offices. Unfortunately we cannot determine if you can or cannot reach the right speeds until after you are fully installed.

If you still have issues don’t hesitate to contact our technical team.