Slow Speeds

Quick Check

1. Are the lights on the modem lit up normally?  If YES, 👍

2. Does ANY wired device have working Internet? If YES, 👍

3. Does ANY wireless device (try from more than one) have working Internet?  If YES, 👍

Two or more “YES, 👍 = working service.


These 4 items are very important, is responsible for #2 (the modem connection speed).


Please follow the steps below, and contact us with the results.

How to best troubleshoot slow or buffering Internet.
STEP 1 - Power cycle the modem (and PON adapter for fiber connections)
STEP 2 - Run an “isolated” speed test speed test:
Best = [via ethernet cable] using a desktop (or laptop) connected directly to the modem (no 3rd party routers).
Good = [via WiFi on the 5GHz SSID*] using a laptop in the same room as the modem.
OK = [via WiFi on the 2.4GHz SSID**] using a tablet or smartphone in the same room as the modem  The 2.4GHz wifi band typically can only test connections up to 20MB.
Very Important!  BEFORE running test, please ensure that you turn OFF/UNPLUG all other Internet devices (PCs, tablets, smartphones, Xbox, PlayStation, Firestick, Roku, AppleTV, Chromecast, Webcams, Tivo, iPad/iPods, MagicJack, Ooma, Echo Dot, Google Mini, NestCam, etc etc etc …)
Also if you are using 'add-on' networking equipment (ex. 3rd party router or access point/extender) you must turn off/disable those devices, and run the test directly from the main modem.
*Only 5GHz WiFi typically achieves full speeds on connections provisioned for 20Mbps or more.
**2.4GHz wifi is not designed for streaming video (smart TVs, roku, NetFlix app devices, etc…)
The TEST: Open browser and go to
The test will run an automatic speed test, then show the results in Mbps.
A good/normal result is anything in the 90%> via ethernet, 75%> via wifi.
Testing from a cell phone or older desktop/laptop could also LOWER the speed test results.
If the isolated modem test results are good/normal, then...
To fix Example A -- you might need more bandwidth.
To fix Example B -- too many devices simultaneously being used maxing out the bandwidth.
To fix Example C -- weak(distance too far/poor reception) wifi or the connection is maxed out.
Things to help improve WiFi coverage and speeds.