Troubleshooting Slow Internet

There are many reasons your internet may be running slowly. If you aren’t getting any internet at all, or if your internet works only some of the time, please see Troubleshooting No Internet .

Broadband Surfer does it's best to provide all customers with equal speeds and capacity. Each service has a certain amount of data available, currently most homes experience speeds between 3 and 5 Mb/s if you have been upgraded to our latest technologies. The upgraded equipment is capable of faster speeds as our network continues to upgrade. The average home with 2 adults and 2 children could have as many as 10 devices going all at the same time ie: cell phones,  iPads, gaming consuls, smart TV's, remote security devices etc. Sometimes these devices will start updating software without your knowledge which can use significant  bandwidth reducing how much bandwidth is available for your intended use. This can make the internet speeds appear to be slow when in fact the service is working properly. This would be the same analogy as all 4 family members of the house using  hot water in the house at the same time ie: dishwasher, shower, bath, cloths washer etc. the hot water would run out quickly and no one would enjoy the use of hot water. If you suspect the service is running slow experiment by shutting down one device at a time until you find the device that is using most of the data available.

Sometimes it can be frustrating trying to determine whether the internet is still running slowly after making a change.  A simple test is to open Google’s image page http://images.google.ca and search for something like dogs or horses.  It will bring up many photos at once. If images come up promptly, your internet is likely fine.  If it is slow, there is still something wrong.

  • Step 1 – Many internet problems can be fixed by restarting the entire network.  We want to restart the power supply and router (if you have one).  Start by following the internet cable from the wall, and unplug the power cord from each device you find, leave it unplugged for thirty seconds, and then plug it back in.  Wait until the lights on each device turn on before moving on to the next one.  If a device does not light up, that is likely where the problem lies.  Keep going until you reach the computer and then restart the computer as well.  If the internet is still slow, continue to the next step.
  • Step 2 – If you have more than one computer, test the internet on all of them.  If the internet is slow on only one computer, go to Fixing a Computer.  If the internet is slow on all computers, continue to the next step. 
  • Step 3 – If you have a router,  bypassing it will determine if it is the source of the problem.  First, unplug the power cord from the router to make sure it is turned off.  Unplug the cable from the WAN or internet port on the router and connect it directly to a computer.  This removes the router and other devices in the house from the equation and limits the test to the internet and the computer being used to test it.  Test the internet again.  If it is now working properly, the router is most likely the problem.  See Fixing a Router. Otherwise, continue to the next step.
  • Step 4 – At this point, we’ve ruled out most of the equipment in your home – you may try the simple suggestions under Fixing My PC Computer or  call Broadband Surfer Canada at 780-686-7873.