Advanced Internet Troubleshooting

Slow Browsing

• Perform speed test to eliminate potential for ‘perceived’ slow speeds
• Check Line Stats/RF values
• Perform Factory Reset on Cable Modem (Not DSL)
• Check Ethernet/Wifi Connection speed
• Check for Packet Loss
  • Isolate Packet Loss
    • Replace Physical connections
    • Bypass troublesome devices
    • Troublshoot Wifi
• Check CPU Usage on PC at idle, and during speed test
• Perform Tracert
  • Check for logical route to destination
• Disable Proxy
• Disable Firewall
• Disable QoS / Bandwidth Prioritization on router
• Bypass router

Unable to Access Specific Service

• Disable Firewalls
• Bypass router
  • If this resolves, or unable to bypass:
  • Firmware update router
  • Factory reset router
  • Check for parental controls,
  • port forwarding rules that might interfere
• DNS Lookup
  • Compare to DNS requests on different DNS
• Ping Service – Check connectivity
• Tracert to Service
• Ping Service – Check packet loss

Intermittent Service

Probing Questions are Important Here

• What is the error message you get when the issue occurs?
• How long has the issue been occurring for?
• How frequently does it happen?
• For how long?
• Do Modem/Router lights change when it happens?
• Is there something that needs to be done in order to get it back?
• Does it occur on all devices? Wired/Wireless?
  • Do wireless devices remain connected to the Wi-Fi when it happens?
  • Does the SSID still show in the list of available networks?

1. Check Line Stats / RF levels
2. Check Modem Event logs
3. Update Router firmware
4. Check Physical connections
5. Perform Factory reset
6. Test on wired device if not already
7. When issue occurs try rebooting router only / modem only
8. Catch issue when it occurs and check RF/perform no browsing troubleshooting without powercycling anything.