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Step by Step guide to locate an active customer and view their ONT

Quick Check: Common Causes of Slow Speeds

1. Poor WiFi Connection
2. VPN Choking speeds
3. Device is not capable of faster than 100 Mbps or cannot process a full gigabit or faster.
4. Cable between the router and ONT is only capable of 100 Mbps

Narrow down the specific issue they are experiencing with slow speeds. Are all devices slow or just 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 to correctly identify the cause.

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. Intellipop does not guarantee WiFi Speeds

Speeds on a fiber connection should be consistent. The first step you will want to do is bypass with the customer to verify speeds coming from Intellipop are correct.

While bypassing make sure you see the mac address change, you can check the current mac address of the device plugged in and what IP they are pulling at the bottom of the technical connection info page in the DCHP Leases section of the page. View the example below.

Have them plug a computer/laptop directly into the ONT (Have them use the cable plugged into the WAN port of the router) and have them open a browser to www.fast.com. This is a speedtest to Netflix

If they are on the 250 Mbps plan they should see speeds close to 250 Mbps if the device associates at 1Gbps. If they are seeing a speed close to 100 Mbps, the device or the cable being used is most likely only capable of 100 Mbps and we recommended trying another cable and device.

If they are on the 1 Gbps plan they should see speeds close to 1000 Mbps (1 Gbps) if the device is capable of processing 1Gbps. There are many devices on the market that associate at 1Gbps but are not capable of actually processing 1 Gbps.

If the speeds are near the package speed The issue is most likely their router, device, or home network setup and you will need to help them troubleshoot to the best of your abilities, they might need to reach out to the manufacturer of the router or device having the issue for further help.

Either the customer is receiving speeds or not. If a bypass shows their package speeds, inform them that this is what they should be receiving. You can have the customer plug their home network back in and compare it to their wireless speeds. Test on wifi standing next to the router, have them keep testing as they move further form the router.

Testing the connection down the line from modem to device will tell you where the slow speeds are occurring. Once identified, troubleshoot the issue with that device the best you can.

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. 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. If hardwiring is not an option make sure they are using the 5GHz connection if possible.

Working From Home-

More and more customers are working from home in recent years.

Intellipop strongly recommends a wired connection for any work critical device as we cannot guarantee wireless speeds and connectivity.

If the customer is receiving 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. A VPN will only go as fast as the VPN connection allows.

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