Troubelshooting home Internet router issues. A quick guide

Troubelshooting home Internet router issues. A quick guide

Here are some steps to solve a customer’s home router slowness issue. I have found over the years 90+% of customer issues can be traced to the router at their home or location.

1. Diagnose the Problem

Start by asking the customer for more details. Many times what is the problem is not really what is going on. Get beyond the blanket statements like “My Internet is slow”. This may require some questions and answers with the customer :

  • Symptoms: What, specifically, is slow? (e.g., streaming, browsing, file downloads)
  • Frequency: Does the slowness happen all the time or intermittently?
  • Devices: Are all devices affected or just specific ones?
  • Timeframe: When did the problem start?
  • Changes: Were there any recent changes to the router, service, or devices?

2. Check the Basics

Perform these initial checks:

  • Restart the Router: Ask the customer to restart their router and modem. This often resolves temporary issues.
  • Check Connections: Ensure all cables are securely connected and undamaged.
  • Verify Service Plan: Confirm their internet speed plan with their ISP and compare it to their current speeds. A customer may be maxing out their connection or have an unknown device hogging the connection.

3. Test Internet Speed

Guide the customer to perform a speed test:

  • Direct them to a trusted site like Speedtest.net. I wrote an article on The Problems with Speed Tests. If you are an ISP, consider hosting your own speed tests.
  • Check both download and upload speeds.
  • Compare the results with their ISP-provided speed plan.

4. Optimize Router Placement

Poor router placement can cause slowness:

  • Location, Location, Location: Ensure the router is in a central location, away from obstructions and electronic interference.
  • Extenders or Access Points. Consider adding Access Points (APs) to fill in coverage ga

5. Evaluate Wi-Fi Settings

Suggest adjusting these settings if applicable:

  • Frequency Bands: Use 5 GHz for faster speeds over short distances and 2.4 GHz for better range. Most modern routers and APs are dual-band.
  • Channel Selection: Switch to a less crowded channel. Many routers have an “auto” setting for this.
  • Bandwidth Usage: Ensure no device is hogging bandwidth (e.g., streaming or large downloads).

6. Check for Overloaded Networks

Too many devices can slow down the network:

  • Ask how many devices are connected and actively in use.
  • Recommend disconnecting unused devices.
  • If needed, suggest upgrading to a router with more capacity or a higher service plan.

7. Update Firmware

Outdated firmware can cause performance issues:

  • Guide the customer to their router’s admin page.
  • Locate the firmware update option and apply the latest version.

8. Troubleshoot External Factors

Rule out ISP issues or interference:

  • ISP Problems: Confirm if there are any local outages or service issues.
  • Interference: Advise moving the router away from other electronics like microwaves or cordless phones.

9. Advanced Troubleshooting

If slowness persists, suggest:

  • Factory Reset: Reset the router to default settings and reconfigure it.
  • Use Ethernet: Connect a device directly to the router via Ethernet to check if the issue is Wi-Fi-specific.
  • QoS Settings: Enable Quality of Service (QoS) settings to prioritize critical devices or applications.

10. Recommend Upgrades if Needed

If the issue is hardware-related:

  • Suggest upgrading to a router that supports modern standards like Wi-Fi 6.
  • Recommend range extenders or mesh Wi-Fi systems for better coverage.

If an ISP provides managed routers to customers, the above troubleshooting steps will be shortened quite a bit. The ISP technician can check on many of the mentioned things and make adjustments. I wrote a Mikrotik-specific article on Managed Routers a while back. Many companies, such as Cambium and Calix, have managed routers as part of their ecosystem. There are also third-party solutions, such as Plume. Having a managed router can provide a better customer experience by lessening the amount of time troubleshooting.

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