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Troubleshooting Slow Connection Speeds


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.


Reboot your network using the following steps.

  1. Turn off all equipment starting with the computers and working toward the wall. Unplug your router, if you 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.

Complete the following steps.

  1. 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.
Not resolved Continue to the next step.

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.

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.

Are the test results close to your contractual speeds?

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