How do I address slow speed issues?

Internet > DSL

WINDOWS


1) Please power cycle your modem before performing the following steps.  Remove the power adaptor from the back of the modem and leave it without power for 5 minutes. After 5 minutes, connect the power adaptor and power on your modem.  When the lights on your modem have stabilized, please proceed to step 2.

2) Connect directly to your modem using an Ethernet cable, and disable wifi both on your computer, and on your modem.  Visit www.speedtest.net and perform a speedtest against the closest local server.  Please record the results (upload, download, ping).

3) Next, we need to open Command Prompt.  Command Prompt can be accessed by selecting the Start Menu on your desktop, and choosing All Programs > Accessories > Command Prompt. 

4) Please type the command below and press enter.  Record the results.  You can either take screenshots, or copy/paste the information (right click > select all> Enter to select) to a text or word document. Take notice of the Default Gateway IP (ex: 192.168.2.1).
• ipconfig/all

5) Download and run WINMTR here. WINMTR is a light diagnostics tool, which will provide detailed information on connection problems you may be having, and allow us to identify and resolve problems on the network side.

6) In WINMTR, type the Default Gateway IP you acquired from Command Prompt into the “Host” field.  Select “Start” and let WINMTR run for several minutes.  After a few minutes, select “Stop”.  Select “Export Text” and choose the directory location you would like to save this file.  Name this file “Gateway”.

7) Let’s repeat the process, but this time we will enter “198.251.50.194” into the “Host” field.  Select “Start” and let WINMTR run for several minutes.  After a few minutes, select “Stop”.  Select “Export Text” and choose the directory location you would like to save this file.  Name this file “VMedia”.

8) We’ll repeat this one more time, but now we’ll enter “www.google.ca” into the “Host” field.  Select “Start” and let WINMTR run for several minutes.  After a few minutes, select “Stop”.  Select “Export Text” and choose the directory location you would like to save this file. Name this file “Google”.

9) Please email all results to support@VMedia.ca with your userID in the subject field.  Alternatively, we can gather this information remotely, on your behalf, if you provide us access.  If you would like us to gather this information remotely, please contact our technical support team at 1-855-333-8269.  We are open from 10am-9pm, 7 days a week.

Please note, DSL Connections use the PPPoE protocol. This protocol has administrative overhead which uses up to 20% of your bandwidth. This means that speed test results between 4.8 and 5.2Mbps are normal for a 6Mbps connection.

 

MAC

1) Please power cycle your modem before performing the following steps.  Remove the power adaptor from the back of the modem and leave it without power for 5 minutes. After 5 minutes, connect the power adaptor and power on your modem.  When the lights on your modem have stabilized, please proceed to step 2.

2) Connect directly to your modem using an Ethernet cable, and disable wifi both on your computer, and on your modem.  Visit www.speedtest.net and perform a speedtest against the closest local server.  Please record the results (upload, download, ping).

3) Next, we need to open the Network Application.  This can be accessed by selecting System Preference on the bottom dock, and then selecting Network.

4) In the Network Application,  make sure that Ethernet is selected from the menu on the left hand side, and take down the IP Address, Router IP, and DNS address.

5) Next, we need to open the Network Utility application.  This can be accessed from the Finder. Select Go > Utilities, to go directly to the Utilities folder.  Here, you will find the Network Utility.

6) On the top ribbon, select the ping tab.  Here, we will enter the IP of the router which we found earlier in the Network Application, where it says “Enter the network address to ping”.  Set the number of pings to 50 and select “Ping”.  When it is complete, record the results.  You can either take screenshots, or copy/paste the information (CMD + C / CMD + V) to a text or word document.

7) Let’s repeat the process, but this time we will enter “198.251.50.194” as the address to ping.  Again, we will set the number of pings to 50 and select “Ping”.  When it is complete, record the results. 

8) We’ll repeat this one more time, but now we’ll enter “www.google.ca” the address to ping.  Again, we will set the number of pings to 50 and select “Ping”.  When it is complete, record the results. 

9) Now, we will run some traceroutes.  On the top ribbon of the Network Utility, select the “Traceroute” tab. 

10) Where it says “Enter the network address to trace an internet route to”, let’s enter “198.251.50.194” and select “Trace”.  When it is complete, record the results.  You can either take screenshots, or copy/paste the information (CMD + C / CMD + V) to a text or word document.

11) We’ll do this one more time, but we’ll change the network address to “www.google.ca” and select “Trace”.  When it is complete, record the results. 

12) Please email all results to support@VMedia.ca with your userID in the subject field.  Alternatively, we can gather this information remotely, on your behalf, if you provide us access.  If you would like us to gather this information remotely, please contact our technical support team at 1-855-333-8269.  We are open from 10am-9pm, 7 days a week.

Please note, DSL Connections use the PPPoE protocol. This protocol has administrative overhead which uses up to 20% of your bandwidth. This means that speed test results between 4.8 and 5.2Mbps are normal for a 6Mbps connection.

 

 

 

 

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