Symptoms: Webpages and content loading slowly, buffering while streaming video
What could be worse? Let’s troubleshoot to make sure you are getting the speeds you are paying for and that you are subscribed to the right plan for your online activities.
*If you need assistance or are unable to follow troubleshooting steps, just give us a call at (208) 239-0333
Troubleshooting Slow Speeds. Let’s fix this.
Step 1: Power Cycle (Reboot your internet, router, and devices)
Locate the white power adapter within your house, typically found near your computer or router. The power adapter will have a “U” logo and say 24V on it.
Verify that all wired connections going to/from the power adapter are securely connected.
Power cycle the adapter by briefly unplugging it from the outlet. This will reboot the internet.
Confirm that the white LED on the adapter is lit, indicating that it is providing power to your internet receiver.
Double-check that the cable is plugged into the WAN port of your router and the LAN port of the power adapter.
Reboot your router. Most routers have an on/off switch, or you can simply unplug the power from the back of it briefly. We DO NOT advise holding the reset button with a pin.
Reboot any devices that you have been having difficulties with (laptop, smartphone, tablet, tv, etc).
Wait, then Reconnect
Wait a few minutes now that you have rebooted the internet, router, and device that you are using. Now you may reconnect devices.
Step 2: Speed Test
Run a Speed Test
Hit the “GO” button and allow the speed test to run to completion (about 15 seconds).
If you have multiple devices, run a speed test on a few of them. The speed test app for smartphones is very reliable and documents your results for you.
Record your download speed and upload speed results. Also note that ping times should average ~ 10-30 milliseconds. If you are getting great results on 2 out of 3 devices, this may be an indicator that something is wrong with device number 3.
Check your results against the speed package you are subscribed to. If you are unsure of what plan you are signed up for, please log into your Customer Portal and look at your most recent invoice or give us a call.
If your speeds did not match your plan, or only one device is under-performing, check for software updates on the devices and re-test.
Step 3: I’ve done all the above, and I’m still not getting speeds that match my plan. What gives?
Bypass your Router
If you have access to a computer with an ethernet port, find the wire that is plugged into the WAN port on your router. Unclip it and plug it directly into the ethernet port on your computer. Restart the computer and run another speed test.
Upgrade your Router
Most commonly we see speed issues with third-party routers that are outdated. We offer a router as part of your internet package and can deploy that by calling us and scheduling an appointment free of charge.
Is your WiFi coverage up to par?
Your home or office may be large, and require enhanced wifi coverage. We offer powerful wifi extenders that are compatible with our high-performance router.
Give us a call
We do our best to detect and resolve slow speeds remotely, however, you could have an issue that is unique to your location. Please submit a support ticket by emailing itsupport@affinityTS.com or call us at (208)239-0333 for further diagnosis.
If you have followed these steps and are still experiencing slow speeds, please call us for further diagnosis. We can tell quickly if we need to get a technician to you at your earliest convenience.
Select one of the common issues below for a troubleshooting guide:
DON'T SEE IT HERE?
If you have a technical question that is not included here, contact us with your question.