In order to help them pinpoint the specific problem, you’re going to want to start testing 10-20 times a day over the course of a week or two (if you have any connectivity at all). You may have to contact them a few times to help them get a better sense of what is going on and have them try to help you. Importantly, once your ISP knows you’re encountering an issue, they still might not yet know exactly what’s going on. Real talk: Calling your provider might not instantly solve your issue, and don’t worry - that’s normal. Remember, the only way they are going to figure out if there is a problem is if you show them there is a problem, so be patient while you explain all the work you’ve already put in. “Do you have issues with specific rooms in your home?”.“What issues are you encountering and when?” and,.“How many devices were connected to your router?”.“What were you doing online when you tested?”.They’ll probably also ask you detailed questions, like: ![]() You may have to rifle through that draw of miscellaneous cords you haven’t touched in years, but this will ensure your Wi-Fi router isn’t the cause of your troubles.įor this step, it’s going to be helpful to have two devices: one device to chat with your ISP on a separate network (like your phone) and one to check the network while you troubleshoot with them. They’ll also likely ask you to test your computer by connecting a hardwire ethernet cable directly to the modem. You already know that’s probably not going to help (because you’ve already done that) … but bear with them. When you first reach out (by either calling or using an online assistant), your ISP will most likely have you try to reset your router, and maybe even will reset the connection from their end. Be patient and kind as you can no matter how much you want to tear your hair out these are people trying to help you. Just remember - if they can’t see a problem on their end, they might assume it’s an issue on your end, or not an issue at all. ![]() This might be the most frustrating part of your experience, but it’s also the most vital one. Once you’ve tried to fix your connectivity yourself and documented your baseline speeds, the next step is to contact your provider. Reach out to your provider and let them know you’re having issues ![]() This data can then be used to show your ISP an independent look at the service you’re actually getting. By keeping track of Speedtest results, you can show your connectivity issues aren’t a one-time fluke.Īfter you download the app, you should also take at least 10 tests throughout one day during on- and off-peak hours to get a baseline of what speeds you are experiencing before you reach out to your provider. Speedtest helps you keep track of the results on the devices you’ve used to take a Speedtest, and you can even create an account that will allow you to access your historical results anywhere and manage your Speedtest preferences. First, download the free Speedtest app for your Windows and Mac computers or for iOS or Android devices. Document your Speedtest results using the Speedtest appĪfter you’ve done what you can to fix your network and found your internet speeds and connectivity are still not living up to what you expect, it’s time to pull your evidence together to show your internet service provider (ISP). This can help you access your ISP’s digital assistant or even just log in with your ISP to register an issue. ![]() If you can’t connect to the internet at all, check if you can use your mobile network to create a hotspot for your computer or device. Before you get started, make sure you have followed these simple troubleshooting steps to try and see if you can fix the problem - your provider is going to ask you to do them anyway, so you might as well come to the conversation prepared. This can be incredibly frustrating, so we’re here to help you figure out how to use Speedtest® to make sure you’re getting the most out of your internet plan … especially if you’re paying an arm and a leg and not receiving the service you expect. If you’re reading this, you’re probably having some issues with your internet. Here’s How to Use Speedtest to Talk to Your Internet Provider
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