This page is for troubleshooting slow speeds on fiber connections

Quick Links:

• Sales
• Billing
• Technical Support

If there is any doubt to the speeds a customer is seeing you will need to perform a bypass test through their equipment.

To do this, have them plug a device with an Ethernet cable directly into the ONT (Zhone Fiber Portal) into the port labled “GE1” (the far left port), and have them disable Wi-Fi on their PC.

Once they are online, have them go to www.speedtest.net and run a speedtest to the “Utah Education Network”

In an ideal home network setup you should see roughly 10% above advertised package speeds.

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.

Intellipop cannot guarantee WiFi speeds in the home.

If a bypass is not showing maximum package speeds, please confirm the following:

1. You see 1000 Mbps association in the Utopia CRM portal (see figure below)
2. There are no known service disruptions on the network (usually in the form of a banner on their account)
3. The device is capable of 1 Gbp/s

“Link Speed” Column will inform you the rate at which their device is associated at. Ge1 will be the customer owned device.