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Troubleshooting Slow Connection Speeds

Solution

If you experience web pages that are slow to open and downloads that transfer slowly, physical problems with the cable lines or network issues may be the cause. Use the troubleshooting steps below to correct an issue with a slow internet connection.

1

Reboot your equipment. See Rebooting Your Equipment in Cox Business MyAccount.

If the reboot is... Then...
Successful Continue to the next step.
Unsuccessful

Manually reboot the equipment by performing the following steps.

  1. Turn off all equipment starting with computers and working towards the wall. Unplug your router, if use one, then unplug your modem.
  2. Let all equipment sit for 30 seconds.
  3. Plug the modem back in and wait two minutes until the lights indicate it is synced.
  4. Plug in the router.
  5. Turn on the computers.
2

After rebooting your equipment, complete the following steps.

  1. Run a speed test using a wired connection from a PC or laptop connected to the Gateway via Ethernet. See Using the Cox Business Internet Speed Test.

    Note: The test can take a minute to run.

  2. When the test completes, note the Download Speed and Upload Speed.
  3. Are the test results close to your contractual speeds?
    • If yes, then all steps complete.
    • If no, then continue to the next step.
3

Complete the following steps.

  1. Temporarily disable the firewall on your computer. Refer to your device manufacturer guide or support website.
  2. Did disabling the firewall resolve the issue?
If the issue is... Then...
Resolved Check the firewall settings to ensure that the ping is enabled and reactivate it. All steps complete.

Note: To prevent the firewall issue causing slow speeds in the future, you may want to reach out to Cox Business Complete Care or contact your IT Administrator for additional support.
Not resolved Continue to the next step.
4

Check your physical connections. The cables to the modem or router and cabling between them may be loose or damaged.

  1. Replace damaged components.
  2. Validate that all connections are secure.
5

Are you connected to WiFi?

  • If yes, then continue to the next step.
  • If no, then proceed to step 7.
6

Complete the following steps.

  • Connect directly to your networking equipment or the modem / gateway.
  • Once connected via ethernet, make sure you turn your WiFi settings off.

Were you able to connect directly?
 

If... Then...
No See Wireless Network Setup Recommendations to learn more about wireless setup optimization.
Yes Continue to the next step.
7

Complete the following steps.

  1. Run a speed test using a wired connection from a PC or laptop connected to the Gateway via Ethernet. See Using the Cox Business Internet Speed Test.

    Note: The test can take a minute to run.

  2. When the test completes, note the Download Speed and Upload Speed.
8

Are the test results close to your contractual speeds?

  • If yes, then contact your IT Administrator for additional support.
  • If no, then contact us for additional support.

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