Please note: We require that this information be gathered while your service is experiencing difficulties. If your issue is intermittent, please complete these steps while your connection is experiencing slow speeds.
If there is a pattern to your issue (ie. always occurs at the same time), please let us know.
If you are not comfortable completing these steps on your own, please do not hesitate to give us a call at 1-877-357-2889. Our technical support agents would be happy to assist you with troubleshooting over the phone.
Please copy and paste this entire template into a text editor such as notepad. You will need to record the results of some of the below steps on the template itself. Alternatively, you can simply download the attached .txt file and record your results within it.
- What operating system are you using? (Windows XP/Vista/7/8, OSX, etc.)
- Please connect your computer directly to your modem using an Ethernet cord. (Bypass any routers or other equipment)
- Open up a web browser (IE, Firefox, Chrome, etc.) and go to the address http://speedtest.teksavvy.com. Run the speed test and please record your results:
If the results of the above speed test match the speed you have subscribed to then your router may be the issue. Alternatively, another device on your network may have been heavily using your bandwidth. If you continue to experience slow speeds through your router but NOT when your computer is directly connected to the modem you may wish to contact your router manufacturer's support line.
If the results of the above speed test are significantly different from what you have purchased, please continue troubleshooting:
- We will now need to access your modem's management interface. To do this open a web browser and go to the address http://192.168.100.1
- Now that we are in your modem's management interface we will need to gather some information. The first thing we will need is the software version of the modem. This can be found on the diagnostics or help page. Please record your software version here:
- We will also need the power levels your modem is receiving. These can be found on the "signal" or "diagnostics page". Please copy the downstream/forward path table and the upstream/return path table from these pages and paste it here:
- The above power levels let us determine the quality of the signal coming to your home. If these results are poor it may actually be a signal problem causing your speed issue. For your reference the power levels should fall within these ranges:
- Downstream/Forward Path Power: -11 to +11 dBmV
- Downstream/Forward Path SNR: 32+ dB
- Upstream/Return Path Power: 35 to 52 dBmV
- If the signal levels from your modem are NOT within the above ranges, please troubleshoot your RF Signal. If they do fall within range, continue with this troubleshooting.
- Now we will need to factory reset your modem. To do so please follow the directions related to your modem:
- Once your modem has fully restarted and you are able to get online, please run another speed test at http://speedtest.teksavvy.com and record your results:
- If your speedtest results have returned to normal and you are able to surf at good speeds, good news, the modem just needed to be reset. You should now be good to go! If your speeds are still poor, please continue troubleshooting.
- Finally, we will need to run ping tests, and trace route tests to a few different addresses. This helps us narrow down the cause of your speed issue. There are a few different way's we can do this, please select your preferred method:
- Windows: Manually perform the tests.
- Windows: Use our handy tool to automatically run the tests.
- Mac: Manually perform the tests.
- Please record your results below:
Great news, we are almost done. We thank you for your patience and vigilance with regard to the above troubleshooting.
We will need to ping your computer from our office so we ask that you leave your computer directly connected to the modem with your firewall disabled until you receive an update from us.
If you provide us with a good contact email address, we will send you a link within 24 hours which can be used to check for updates on your trouble ticket for this issue.
- What email address can we use to provide you with updates?:
- What is the best, non-VOIP contact number that we can use to contact you with regards to this ticket?
- In the event that a dispatch is needed, what time of day are you generally available at your residence? 8am - 11am, 11am - 2pm, 2pm - 5pm, or 5pm - 8pm
Please e-mail this completed template to email@example.com. Use your OID (can be found on your invoice) and the issue you are experiencing (slow speeds) as the subject.
We sincerely thank your for your assistance in troubleshooting this issue, and hope to get your internet back up to full speed as quick as possible