Quick Check: Common Causes of Slow Speeds

1. Poor WiFi Connection
2. Poor signal on Intellipop equipment
3. Maxing out connection
4. VPN Choking speeds

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Specifically narrow down the issue they are experiencing with slow speeds. Are all devices slow or some? Is this occurring on their WiFi or is this wired into the router?

Notate the make and model of the router. What type of device is having an issue? It is important to figure out exactly what the customer is experiencing issues with.

Most issues for slow speeds are related to WiFi connections. Make sure the customer is using a good router and using the 5GHz network for optimal WiFi speeds

Once you have determined where the issue is, log in to the radio and check on the RSSI and SNR levels. The RSSI should be above -65 (this number is negative, so closer to 0 is the higher number) and the SNR should be 30 or better. Notate this information in the ticket and do point out if these minimum thresholds aren't being met.

• Check the association rate on the main ethernet connection. These radios should be associating at 1000 Mbps. If you see a 100 Mbps or 10 Mbps assocation, there could be a problem with the cable, router or very rarely - the port on the radio. Note: some routers only associate at 100 Mbps so it is important to notate the make and model of their router to ensure it is gigabit capable.

Found on the bottom right hand side of the main page.

Next, check the current rate of traffic in the throughput to determine how much bandwidth they are currently using. If the connection is maxed out, all other devices on their network will seem slow.

This is found under “Monitor” on the left, then selecting the “Throughput Chart”

Run a link test from the radio to the tower to make sure the radio is capable of producing speeds above the package they are on.

Note: If the customer is passing traffic, the results will not be accurate

To run a link test click on “Tools” on the left side of screen and click on the “Wireless Link Test” button.

Set your test parameters to match the image below and click start test. Results will be displayed after 10 seconds.

If all stats are looking good to this point, the next step will be to run a bypassed speed test with the customer to confirm if the issue is on our end or possibly in their home network.

Click here for help running a bypass. Cambium EPMP Bypass Guide.

Gaming-

If the customer calls in with speed complaint for gaming (Lag), you will want to check their ping (latency) times. Select “More” next to their equipment “Tools” and “Latency Monitor”. Typical ping times should average 25-35 ms. For any gaming related issues, check that the customer has a wired connection to their router. WiFi connections can have a large impact on latency and is not recommended for live gaming.

If the customer is unsure how to create a wired connection refer them to Jay Jones at Computer Corner for home networking solutions. Ping times are not guaranteed but we can try to minimize them. If ping time averages on our side are over 40, advise the customer you will send it for an administrator to review to see if it improving it is possible. Be clear that it may or may not be possible, and never tell them that we will “fix it”.

Streaming-

If after completing troubleshooting steps the customer's television is the cause of the issue there are some things we can do to help. First, it's always best to have any streaming devices plugged into the router with an Ethernet cable. If they need help with this feel free to refer them to Jay Jones at Computer Corner for home network solutions. Another common issue is if the app itself isn't working, the TV could be too old and the version of their streaming app may no longer be supported. If this is the case you can recommend that they either get a Roku, or Sling AirTv or stream off an Xbox or Playstation. These devices will connect to their current TV through an HDMI port and run their streaming apps. This will save them from having to purchase a new TV.

Working From Home-

Many customers work from home. Intellipop strongly recommends a wired connection for any work critical device. If the customer is getting their guaranteed speeds but is experiencing issues with a work connection, they are likely on a VPN. The easiest way to verify speeds over a VPN is to run a fast.com test bypassed WITHOUT the VPN enabled, then another test WITH the vpn enabled. If you see a difference, it is most likely the VPN itself causing the issue.

Maxing Out Connection- If while checking the throughput chart they were close to their maximum, and after you have ran through the bypass steps and have found no issues, ask what everyone was doing on the network. If the connection is being used more heavily than their current package was intended for (*See Plans for More info*) offer a free week trial of the next package up. *Premium plans are not available at all locations, check for availability before offering.

Need help bypassing? Click here Cambium EPMP Bypass Guide

Need to go back to the previous page? Click here Cambium EPMP

Need to create a ticket? Click here Ticketing Procedure

Need to escalate your issue for help? Click here Escalation Procdeure