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How To: Troubleshoot a Slow Home Internet Connection

Contents

Overview

If you think your Internet speed is slower than it should be, there are several things you can do to understand or correct the issue.

Confirm if you have slow internet speeds with a speed test and try these simple tricks to fix a speed problem.

Power Cycle your Equipment

Simply ‘restarting’ your equipment can solve many problems – use the following steps as a first phase of troubleshooting your Home Internet connection:

  1. Unplug the power cord from your modem and router(s)

  2. Wait at least 30 seconds, then plug the power cords back.

  3. Wait a few minutes until the equipment comes back online.

  4. Test your Internet connection.

Optional: Restart your connected devices (smartphone, laptop, etc.)

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Run a Speed Test

You can run a Speed Test directly from your eero app on your smartphone. There are also websites that you can use to measure the speed of your Internet connection. The speed to your home will be faster than the connection from the router(s) to your device over Wi-Fi. For the most accurate results:

  • Connect directly to your router, to bypass any in-between devices that may be obstructing your access to top Internet speeds.

  • If you are testing with a Wi-Fi connection, stand within 10 feet of your modem.

  • If you have a router set up for a home network, make sure you're the only one connected during the speed test.

  • Close all applications and pause all downloads, video streams, picture uploads, etc. while running the speed test.

To run the test, follow the steps below:

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Confirm Device Capabilities

You should be able to approach the highest speeds of your Freedom Home Internet plan if you connect to it using a device that also allows for those speeds. To do this:

  • Consult your device manufacturer's website or customer support to learn the maximum Internet speed possible.

  • Ask your device manufacturer about potential software or firmware updates that would improve Internet speeds.

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Check Your Connections

Loose connections, damaged cables, and line splitters can degrade Internet signals before they even reach your modem and prevent you from reaching higher Internet speeds. To resolve this, you should ensure that your cables are properly connected. Take the following steps:

  • Unplug the power cable from the back of the Freedom Wi-Fi modem and router(s).

  • Unscrew the coaxial cable from the back of the modem.

  • Inspect the coaxial cable for bends or kinks that indicate damage.

  • Follow the coaxial cable to the cable jack on the wall.

  • Determine if the coaxial cable goes into the jack directly, or if it passes through other devices, such as a splitter.

  • If a splitter is present, temporarily remove the splitter so the coaxial line can connect the cable jack to the modem directly.

  • Reconnect the coaxial and power cables to the back of your Freedom Wi-Fi modem.

  • Wait for the modem to come back online.

  • Run a speed test, following the steps above.

Important: If you are using an ethernet cable to connect your computer to the router, or your modem to a third-party router, inspect those cables as well and replace them if they appear damaged.

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Try a Wired Connections

Depending on the Internet package you subscribe to and the equipment you are using, a wired connection is likely to provide faster and low latency speeds.

Note that most devices you use also have a maximum speed supported, usually under 500 Mbps, this includes most mobile phones. Please refer to your device documentation or the device manufacturer for information on those limits.

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