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A bypass speed test will be used to confirm package speeds.

Make sure WiFi is turned off on the device you are bypassing with

First step will be to have the customer locate their POE, “black box about the size of an ice cream sandwich, with a green/blue light on it. Usually located by your router or possibly in your utility closet.” is a good way to describe it.

Once the customer locates the POE, have them plug a computer/laptop into the port labeled LAN. (once the customer is bypassed double check the throughput chart. There should be little to no network traffic, if there is have them be sure to close out all other programs and windows).

Important: Once the customer has their device plugged in, you will need to update the MAC address in Powercode assigned to them on their public IP address. Find the customers MAC address of their bypassed device in the CPE first, which can be found by clicking on the bridge table and locating the mac on the LAN0 port shown below.

Copy the MAC address listed under “LAN0” and update it on the customers account in Powercode. Save the current routers MAC address in the Notes section so that you can quickly revert back when you are done with this process.

1: Click on More next to the Public IP equipment in their Powercode Account 2: Click on Edit

• Toggle the “Modify MAC Address” button
• Set MAC Source to Manual
• Paste the MAC of the new device into the MAC Address section

Once the customer is bypassed and the mac has been updated, have them open a browser and go to www.fast.com. This site will automatically run a speed test to Netflix and we use this site and only this site as a base test for customers.

Compare their results to the plan they are on. If speeds are near the top end then our equipment is working correctly. If speeds are on the lower end of the plan we will want to investigate further.

If speeds are at the top end of package you will want to help the customer troubleshoot their home network as the issue is most likely going to be with their router or a specific device.

Next- Have the customer plug the router back in and change their MAC address back to their original setup in Powercode. Run another test just like the one above using the wireless internet connection while standing next to the router. If the speeds are still looking good go to the next step. If there is a significant drop in speeds, the issue could be the router. Before advising they get a new one, refer them to the router manufacturer for support. Most router companies offer tech support and troubleshooting. They may be able to go over some setting options that could resolve the problem.

If for any reason a new router is needed, we have our managed WiFi service for $12.95/mo. This includes the in home set up as well as remote support for as long as you are our customer. If they would like to purchase one on their own, we like to recommend the ASUS AC-1750. They are affordable, easy to use and reliable.

Final Step- Have the customer take their device into the room where they like to stream their media and run another speed test. Again if you see a significant drop in speeds, there is an issue with the signal coming from the router. If this is the case we would recommend changing the positioning of the router in the house. Be sure that it is placed in a central, open location in the home. The fewer the amount of things in the way, the better the signal. For the best streaming experience, we also recommend having streaming devices plugged directly in to the router. This will ensure that you aren't losing any speed from signal interference. The router manufacturer can also be called to go over optimal settings if a WiFi connection is the only option.

Need to go back to the slow speeds page? Click here Ubiquiti Slow Speeds

Need to create a ticket after the call? Click here Ticketing Procedure