Common Problems and Troubleshooting Tips

Common Problems

Slow Speeds

If you’re experiencing slow speeds, try rebooting your wireless router by unplugging the power cable and waiting 30 seconds before plugging it back in (do not press the reset button unless directed to do so by a VTel Broadband Support representative). If it’s still slow, attempt a direct connection to your computer from the CAT5 jack.

No service

Make sure there is power to the ONT (Optical Network Terminal), the unit outside your home. If one or more computers are not getting Internet signal, reboot the wireless router. If the issue is still not resolved, connect directly from the CAT5 jack to one computer and reboot the computer.

Trouble accessing email

If you cannot get email, please try to open a web page to be sure you are connected to the Internet. If you are connected but cannot get email, reboot your router and your computer.


Self-Help

Wired connections are faster

If you are downloading large files, please be advised that a hard-wired connection is almost always faster than downloading files wirelessly.

“Slow Internet” can also be caused by “slow computers”

If your speed test results are between, say, 50 Mbps and 1000 Mbps, and you are experiencing problems streaming video, the issue likely lies in the computer itself. Many services may still work with older equipment that is not capable of higher speeds, but new data-intensive services like 4K video may necessitate newer equipment and firmware.

There are limitations to speed tests

If you conduct a test of your GigE speeds online, it may top out at 200-300 Mbps. This is not an accurate reading, but actually a limitation of the testing software. Windows computers will test slower than a Mac or a PC running Linux. The most accurate reading for GigE can be achieved on our Speed Test page. Contact us if a wired connection directly from the Optical Network Terminal to a computer with a gigabit ethernet card and no firewall consistently yields obviously low speeds with this test.

Updating your PC wireless card driver may yield better results

Like a print driver used to integrate your computer to your printer, your computer has a wireless driver so that it communicates to your wireless network. It’s best to make sure you have the most up-to-date wireless driver to ensure the best speeds and performance on your wireless network.

Antivirus/firewalls can also hinder connection speeds

The browser you may be using can also make a big difference. But most importantly, realize that the test itself often isn’t completely accurate (in relation to speedtest.net, speakeasy, or Ookla). Try a few different locations around your home when testing.