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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 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.
2
  1. Disable the firewall on your computer.

    Note: Consult your software documentation for instructions on how to complete this step.

  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.
3

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.
4

Run a test the speed using a wired connection from a PC or laptop connected to the Gateway via Ethernet.

  1. Unplug the power cord connected to the modem from the electrical outlet.
  2. After 30 seconds, plug the power cord back into the power outlet and wait for the modem to get online.
  3. Using a web browser, go to www.speedtest.net.
  4. When the site loads, click Begin Test.

    Note: The test can take a minute to run.

  5. When the test completes, note the Download Speed and Upload Speed.
5

Are the test results close to your contractual speeds?

  • If yes, then contact your IT Administrator for additional support.
  • If no, then contact Cox Customer Support at 866-272-5777 for further assistance.