Speed Issues Experienced Only When Browsing, Downloading, and Attempting Speed Tests, Etc...

These types of problems can have many different types of causes, however, this troubleshooting guide should be able to assist in locating the source of the issue.

• Step 1: Power Cycle Modem & Reboot Computer

  First step to try is to power cycle all hardware.  This can be done by unplugging the power to the modem and turning off the PC, wait one minute, power the modem back up, wait another minute, then turn the computer back on.  If there is a router, bypass it and hook the PC directly up to the modem.  This step it is important to verify that the best connection possible exists between the modem and the computer and this step will establish that.

  Step 2: Bypass any networking equipment such as a router, hub or switch.

• The more connections between the modem and the computer, the greater the possibility of something going wrong, so it's important to eliminate any additional hardware as the cause of the problem. If the problem is resolved after bypassing the networking equipment, there might be a hardware issue, or there could be a setting issue on the device. If this appears to be the case, it is advisable to contact the technical support department for the networking device as they will be equipped to assist you.

• Step 3: Check For Packet Loss

  This process basically sends bits of information from the computer to another computer and measures the return. If there is loss, there may be a signal problem, or there might be adware/spyware or a virus on your computer. If the test does not return 100% results, please contact the technical support division of the Internet service provider. They should be able to test the signal to verify if this is indeed an issue. If not, move on to the next step.

  (In some cases the Internet service provider may be able to tell if the computer is infected with adware/spyware or a virus. If this is the case, complete the following steps to resolve the issue)

• Step 4: Disable All File Sharing Software

  File sharing software like Kazaa, Morpheous, Gnutella, WinMX, and others can seriously limit the available bandwidth. The software can also introduce spyware, adware, and viruses onto the machine. As a security risk, file sharing software rates Very High. The most recommended action is to remove this type of software from the computer completely. When checking speed, however, these types of programs must at least be disabled as these programs can significantly skew the results.

  Peer to peer connections used for online file sharing is not supported by Broadband Technical Support.

• Step 5: Check For Adware/Spyware

  Adware and Spyware can infect the computer at any time while surfing the Internet. Most virus and firewall programs do not protect against this type of intrusion. If infected with Adware or Spyware, it may run hidden programs on the computer, send personal information to advertisers, create pop-up advertisements on the computer, and many more unpleasant things. This can significantly reduce the performance of the computer as well as the Internet connection.

  If an Adware/Spyware scan has never been performed on the computer before, the user will most likely notice a marked improvement in the overall function of the PC when this has been completed.

  *The computer must be restarted after running a scan for adware/spyware for the changes to take effect*

  **If a large amount of spyware/adware and/or viruses has been discovered on your computer, it may also be necessary to follow through with steps 4, 5, and 6 to achieve optimal performance.**

To download a free spyware program, click AVG Anti-Spyware

• Step 6: Check For Viruses

  If there is not a virus protection program on the pc, or the virus software is not updated frequently (at least once a week), then the chances of becoming infected are moderate to high. Having updated virus protection software will significantly reduce these chances of infection, however, it is still possible. We recommend strongly to operate and update virus protection software, and if suspicion of infection exists (which it does if the user is on this step of the tutorial), click on the link above to run a free online scan.

To download a free virus program, click AVG Anti-Virus

• Step 7: Temporarily Disable Any Firewall Programs

  The packet scanning process some firewalls use can slow the connection speed of some users. It is recommended to temporarily disable any firewall software and attempt to test the speed of the connection. If the connection speed improves, all that may be needed is a security setting change on the firewall. Please contact the product vendor for the software for assistance with this.

• Step 8: Contact Manufacturer or PC tech

  If all of the above steps have been completed and have not noticed an appreciable difference in the speed of the computer it is recommended to contact the manufacturer of the computer for assistance, or if that is not possible, take the computer to a PC tech for additional help.