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

Note: All CnWave devices must be accessed using the IPv6 address for the specific device in Ctools.

Username: admin Password: tech@intellipop

To get the IP for this equipment you will need to login in to ctools and go to the monitor and manage page, enter the cuid into the search bar and it should locate the equipment for you.

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 MCS levels. This can also be done through Ctools by clicking on links and statistics for the specific device. The RSSI should be below -65. On the customers overview page in powercode there should be a CnWave Target RSSI make note of that. The MCS should be between 9 and 12. 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 box on the dashboard in Ctools for this specific device. 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: CnWave requires the device plugged in to associate at 1Gbps or else it will not work.

There is no way to run a link test on these devices so you will need to have the customer bypass and run a speed test if all the stats look good and the signal is on target. Click here Cambium CnWave Bypass Guide to get help bypassing.

Gaming-

If the customer calls in with speed complaints for gaming 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.

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 in slack for availability before offering.

Need help bypassing? Click here Cambium CnWave Bypass Guide

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

Need to create a ticket? Click here Ticketing Procedure

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