Troubleshooting Internet Connection Problems
Many things can cause internet connection problems. These are just a few steps you can take if you are experiencing connection issues. This certainly does not cover all troubleshooting steps but it gives you a place to start.
Power cycle equipment: Often just power cycling the network equipment will restore the connection. When calling your ISP to troubleshoot connection issues this is one of the first things they will suggest. If you are using a cable modem and router follow these steps.
1) Turn off your computer.
2) Unplug the power cord from the cable modem and the router and any other network equipment you may have connected.
3) Leave everything unplugged for a few minutes. 60 seconds or more.
4) Then, in this order bring everything back up. Plug the power cord back into the cable modem, wait for the device to power up and the lights on the cable modem to stabilize. This usually takes about a minute. Next plug the power cord back into the router, again wait for the lights on the router to stabilize. Finally, turn your computer back on and try your internet connection again.
An outdated router or cable modem can cause connection and slowness issues. If your equipment is more than a few years old you may want to consider updating. If your ISP provides your cable modem and or router call them and ask about an update.
Call ISP: If power cycling your equipment does not work call your internet service provider. There may be an outage in your area. If there is an outage your ISP will be able to confirm this and give you an estimate on how long you will be without service. If there is not an outage in your area they can troubleshoot the problem with you over the phone to determine what kind of connection issue you are having. Often the problem can be solved over the phone, if not you can schedule a service call.
Check browser connection settings
1) Open Internet Explorer.
2) Click the tools menu > internet options. Click the connection tab.
3) Click the LAN setting button. Verify that “automatically detect settings” is selected unless you intentionally specified otherwise.
1) Open Mozilla Firefox.
2) Click the tools menu > options. Click the advanced tab. Click the network tab and then click the settings button under connection.
3) Verify that manual proxy configuration is not selected unless you intentionally specified otherwise. Normally you want to use “no proxy” or “use system proxy setting” But there are differences based on the type of connection you have.
If you find that your browser settings have been changed run an updated virus/malware scan. A virus or malware infection can alter your browser settings.
Windows diagnose and repair: Windows network troubleshooter can detect and repair some types of problems.
Right click the network icon in the system tray. From the right click menu choose troubleshoot problems. Or click start and in the search box type troubleshoot network. In the search results menu click “Identify and repair network problems” The Windows network diagnostic menu will open and check for problems. Follow the prompts on the screen to troubleshoot the issue.
Check cable connections: Check all of the cable connections on your devices. Verify that the power cables and network cables are securely connected at both ends. Check that no cables are damaged. If your network equipment is plugged into a surge protector or power strip try plugging the equipment directly into the wall outlet to rule out a problem with the surge protector or power strip.
Check the lights on the cable modem and router: The lights on the modem can help you determine whether it is operating properly. Each device is different but most cable modems will have a light to indicate power, receive, send, online and wireless. The power light just indicates that the device is receiving power. The receive light indicates whether the cable modem has a downstream connection. The send light indicates whether the cable modem has an upstream connection. A flashing light may indicate that the modem is searching for a connection. A solid light normally indicates that the connection has been established. The online light indicates whether the cable modem is connected to your ISP. A flashing light normally indicates that the modem is searching for a connection. A solid light means that a connection has been established. The lights on the router will be similar. You can download the manual for your specific cable modem or router from the manufacturer’s web site.
Virus/Malware infection: A virus or malware infection can cause connection issues. Run an updated virus/malware scan regularly.
Electronic device interference: Other electronic devices in your home can interfere with your modem or wireless network. TV’s, microwaves, telephones, baby monitors and other devices can cause a disruption in your connection. If you have recently added a new device to your home or moved an existing device consider this when troubleshooting your connection.
Slow connection: There are many reasons for a slow connection. A virus or malware infection can cause slowness issues not just with your internet connection but can cause problems system wide.
Traffic on the internet can also cause delays and slowness. Slowdowns can occur when many people are connecting to the internet at the same time, for example in the evening when people return home from work, or right after students get home from school.
The weather can often play a part in slowness issues, heavy rain or thunderstorms can cause problems if you are using a satellite connection. If you have a cable/DSL connection you can experience problems when the lines get damp if there are old, outdated lines in your area or if the lines coming into your house are damaged. If you notice that your internet connection is effected by the weather call your ISP. Schedule a service call to have your outside lines tested.
If your internet connection is often slow you should conduct a speed test to verify that you are getting the connection speeds that your ISP is advertising and that you are paying for. If you run the speed test and find that you are getting speeds well below what you ISP promised you should call them to troubleshoot the issue.
You can run a speed test at speedtest.net you will get different results during a normal day but the results should not fluctuate greatly.
Last edited by Sunny; 06-03-2014 at 07:38 AM.