Troubleshooting Slow Internet or Network Connectivity

Troubleshooting Slow Internet or Network Connectivity

If your internet connection feels slow, unstable, or keeps dropping, follow the steps in this guide to diagnose and resolve common issues before submitting a support ticket. These steps help rule out basic causes and speed up the resolution process.

✅ Step-by-Step Troubleshooting Guide

1. Check Whether the Issue Is Widespread

Before making any changes, determine if the problem affects:

  • Only your device

  • A specific area of your office

  • Your entire team or building

This helps identify whether the issue is local or network-wide.

2. Restart Your Device

Sometimes temporary system errors can slow down connectivity.

  1. Save your work.

  2. Restart your computer, laptop, or mobile device.

  3. Test your connection again after rebooting.

3. Verify Your Wi-Fi or Wired Connection

If you’re using Wi-Fi:

  • Make sure you are connected to the correct business network.

  • Move closer to the Wi-Fi router or access point.

  • Avoid areas with physical obstructions (walls, metal cabinets, appliances).

If you're using a wired connection (Ethernet):

  • Ensure the cable is firmly plugged into your device and wall/network port.

  • Try a different port if available.

  • Check whether the Ethernet cable is damaged or loose.

4. Test Your Internet Speed

Run a quick speed test using:

  • speedtest.net

  • fast.com

Compare your results to your expected speeds:

  • If speeds are normal, the issue may be application-specific.

  • If speeds are low, continue with the next steps.

5. Check for Network Congestion

Your network may slow down if:

  • Many users are active at the same time

  • Large files are being uploaded or downloaded

  • Cloud backups or updates are running

  • Video calls or streaming are heavy

If possible, pause large operations and test again.

6. Restart Your Network Equipment (If Allowed)

If your office allows users to reboot local equipment:

  1. Unplug the modem or router.

  2. Wait 30 seconds.

  3. Plug it back in.

  4. Wait until all lights stabilize.

If you are unsure whether you’re authorized to reboot equipment, skip this step.

7. Check for VPN or Security Software Issues

Sometimes VPNs or firewalls can slow down connectivity.

Try the following:

  • Disconnect from VPN temporarily (if approved by your organization).

  • Pause any ongoing antivirus scans.

  • Test your speed again.

If performance improves, notify your administrator.

8. Confirm No Outages or Scheduled Maintenance

Check with your team to see if:

  • Your internet service provider is experiencing an outage

  • Maintenance or upgrades are taking place

  • New hardware was recently installed

You can also check your ISP’s status page if known.

9. Run a Basic Network Reset (Optional)

On Windows:

  1. Open Command Prompt as Administrator.

  2. Run:

  1. ipconfig /flushdns
    ipconfig /release
    ipconfig /renew

On macOS:

  1. Go to System Settings → Network

  2. Turn Wi-Fi Off, wait a few seconds, then turn it On

10. Gather Information Before Contacting Support

If the issue persists, collect the following:

  • Your device type (Windows, Mac, mobile)

  • Whether the issue is wired, wireless, or both

  • Speed test results

  • Approximate time the issue started

  • Whether others in your organization are affected

  • Any error messages you’ve seen

This helps our team diagnose the issue more efficiently.

📞 Still Having Issues?

If your connection is still slow or unstable after trying these steps, please submit a support ticket:

👉
https://support.onestopnw.com

Provide as much detail as possible so we can resolve your issue quickly.

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