This article contains simple steps to help you try to address problems with your wireless connection. If your devices are dropping from the network or you're having trouble keeping consistently connected, use these tips to address the issue.

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If you need help, you may refer to the equipment user manuals found here   .

Using our Internet Troubleshooting tool (see below), you can reset your modem. You may also be able to use the tool to reset your router:

Troubleshoot

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Device Troubleshooting

1. Approved Router

Make sure you're using an approved router to access your Spectrum Internet. Learn more.

2. Connections

Check to see that all connections are hand tight.

3. See if It's a Connectivity Issue

Determine if your slow speed is an issue with a wired or wireless connection.

Run a wired speed test. Use an Ethernet cord to connect your computer to your gateway and then run a speed test. If your wired speed test results are also slow (below 70% of what you expect), troubleshoot your wired connection first. If your wired speed test results are good, then you know the slow speeds are likely due to an issue with your wireless connection.

4. Reset Your Device

If you're experiencing slow speeds on one device, try resetting your device:

  1. Unplug the power cord or remove the battery from the wireless device that is experiencing slow connection issues. Leave the power cord unplugged for about 30 seconds and then reconnect the power and reboot the device.
  2. If you are using a wireless adapter on a device, such as a USB adapter for Ethernet or WiFi, unplug the adapter, wait approximately 10 seconds, and then plug it back in.

5. Reset your WiFi Connection

Reset the WiFi connection using your computer's operating system.

6. Verify Wireless Computers are Using the Correct Password

Learn more   about finding your WiFi network name and password.

7. Verify No Software Conflicts

  • Operating System: Make sure the operating system on your computer, phone or tablet is updated to the latest version.
  • Firewalls and Anti-Virus software: By definition, these types of software scan everything that comes into and out of your home network. Try disabling or turning down the scanning level of the program to see if that improves performance.
  • Virus/Adware/Malware: These types of programs are installed and run on your computer without your knowledge. You may inadvertently download one of these by clicking on unknown hyperlinks or opening files attached to emails. Learn more about downloading and installing Security Suite.
  • VPN (Virtual Private Network): If you are using a VPN solution, they may be scanning your connection for security reasons. Try disconnecting from your VPN session and using your computer without it to see if your VPN is causing the issue.

Environment Troubleshooting

  • Older Devices: Older devices use older wireless technology, which may actually affect the performance of all of your devices on your network.
  • Competing Devices: The more devices that are sharing your Internet connection, the more bandwidth each is competing to use. Try disconnecting some of your devices that aren't in use to improve performance on other devices.
  • Distance from Your Router: Your best signal is within about 125 feet within line of sight. Try moving your device closer to see if your speeds improve.
  • Signal Obstacles: Your gateway needs to be in the most central spot in your home, and away from anything that might block its signal.
  • Other Sources of Interference: If you can, move your WiFi devices away from other transmitting devices, such as baby monitors, cell phones and Bluetooth devices, or turn them off when not in use.
  • Competing Networks: Your computer can check to see if there are other wireless networks in the area that may be competing with you for bandwidth.
  • Time of Day: If you're experiencing slow speeds during peak use times (generally 5-9 PM), check your speeds during a non-peak hour to see if they improve.
  • Security Settings: If all of your devices are experiencing slowness, check your network's security settings.

If you continue to experience slow speeds at this point, contact us.

Most wireless networks and devices will not support 100 Mbps speed over a wireless connection. We recommend a wired connection for maximum speed.

Modem Troubleshooting

Follow the steps below to troubleshoot your modem and/or router if it is rebooting itself and causing an intermittent connection:

  1. Verify you are using the original supplied power adapter and not a third-party replacement. Third-party replacement adapters may not be compatible.
  2. Ensure the power adapter is securely connected to the power outlet and the modem and/or router.
  3. Try plugging the modem and/or router into a different power outlet.