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Customer SupportInternet Support

How to fix slow Internet speeds


What causes slow Internet speeds?

Slow Internet speeds can be caused for a variety of reasons, including the number of devices connected to your network, the speeds of the website from which you are downloading information, signal strength, your modem and the condition of cables connected to your modem.

If you are having trouble with the speeds of your Internet service, please use the following troubleshooting solutions.

Check your phone, computer or other devices first

With the same amount of Wi-Fi, newer devices are usually more capable of attaining higher speeds than older devices, such as early generation smartphones and tablets. Older devices may also impact the performance of your whole network as they take longer to communicate with the modem, slowing down other devices in your home that must then wait to communicate with the modem.

  1. Consult the manufacturer of your device to learn the maximum Internet speed possible.
  2. Keep your devices updated, and check for viruses and malware.
  3. Try to restart your device.

Test your Internet speeds

  1. If you have a wireless modem, stand within a few feet of your modem and connect your device to its 5G network. If you use a wired modem, connect an Ethernet cable from one of the available Ethernet ports on your wired modem to the Ethernet port on your device.
  2. Visit www.speedtest.net and click or tap Go.
  3. Run the speed test a few times and check the average of your speeds. 

Restart your modem

  1. Disconnect the power cord from the back of your modem.
  2. Wait 20 seconds and reconnect the power cord.
  3. Wait for the online (@) light to be steady (this may take a few minutes).
  4. Restart your device, reconnect to your Wi-Fi network and test your Internet connection.

Check connections

  1. Unscrew the coaxial cable from the back of your modem and verify that it is in good condition. It should not have any kinks, cuts, or punctures.
  2. Verify that the end of the coaxial cable that plugs into the modem is not bent or otherwise damaged.
  3. Follow the coaxial cable back to the coaxial port and identify any damage to the cable or devices, such as coax splitters it might pass through.
  4. Screw the coaxial cable back onto your modem and wait for it to come back online.
  5. If you are using an Ethernet cable to connect your device to the modem, check the Ethernet cable for damage such as kinks, cuts, or punctures. Also check the ends for any visible signs of damage. If you have an alternate Ethernet cable available, try using that to connect your device to the modem.

Contact Customer Care

Looking for more information? Phone or email our Customer Care team so we can answer your questions and help solve any issues you are having.

   Regina: 306-569-2225

   Toll-free: 1-866-363-2225