Intermittent/Slow Speeds Troubleshooting
This Job Aid covers:
Online Intermittent/Slow Speeds Troubleshooting
Use when the modem is online but the customer is experiencing slow speeds or an intermittent connection.
Note: There can be many reasons why the customer is experiencing these issues. Use the following as a guideline, as the issue may resolve itself due to local weather issues or unknown outages.
Perform Visual Inspection
Immediately replace anything that is damaged and/or unapproved.
- Ensure air circulation around modem is not blocked
- Check that the modem is plugged into working outlet
- Check Modem LED
- Physical damage
- Reflector: dents and cracks
- Mount: damaged or loose
- Hardware: loose or unapproved
- Mounting Surface: unstable
- TRIA: damaged or loose
- LINE OF SIGHT
- No obstructions within 10 degrees of the sight area
- Clear of all future growth and development
- CABLING (exterior and interior)
- Loose fittings
- Unapproved cable type, fittings, and barrels
- Center conductors that are too long, too short
- Braiding that causes a short – check for shorts using Volt-Ohm meter
- Never bend to 90 degrees/always use a 6” radius
- Cable run is less than 150 feet
- GROUND BLOCK
- Check the ground block for corrosion and loose or unapproved hardware
- Check weather boots for damage
Check Internet Connection
- If the visual inspection does fix the issue, check the connection to the internet
- Connect your laptop to the modem/gateway using an ethernet cable.
- If hardwired laptop connects, unplug Ethernet cable and attempt to connect to the customer’s Wi-Fi. (If customer does not have Wi-Fi, proceed to next step.)
- If Wi-Fi is not connected, then proceed to next step
- Reboot the modem and your laptop
Point and Peak
If the customer is still experiencing issues, re-point and peak the antenna.
- Power up modem
- After modem reboot, proceed to point and peak.
Contact Tier 1 or IR for Support
- If none of the above steps work, contact IR or Tier One support