Speed Issues

If you believe that you are receiving lower speeds than you should be over Ethernet, please follow our useful guide below for ideas on what could be causing this!

Before we start testing please check that you have performed the following steps:

  • Reboot your computer
  • Check that your computer has the latest drivers needed for it to run properly on the network.
  • Ensure that you are connected directly to the wall socket and not through a router or access point.
  • Please test a new cable, Ethernet cables aren’t as solid as they appear and even tiny bends in the cable can damage the wiring inside, slowing your connection right down!
  • Make sure that your wireless connection is turned off!
  • Make sure that you close any programs that may utilise the internet (updates for gaming software and torrent clients are two of the big ones that will slow your connection down).

NEXT, Diagnostics!

Please ensure you only run these tests during the time you experience your issue as results sent to us when your connection is working properly won’t provide us with the information we need to solve your issue. Try to include the time and date in the screenshots as this helps us diagnose the problem.

    For Mac OSX

    First things first – how to take a screenshot

    Taking Screenshots Once you have completed the tests, we need to see the results. The best way to show them is to take screenshots. If you are unsure how to take screenshots, please familiarise yourself with the shortcut commands below. Screenshot shortcut: cmd + shift + 3 This will take a screenshot of the contents of the screen and save it to a file on the desktop. Please change the filename to the corresponding test. E.g. ping -c 100 gw.

    The first thing to do is open a “Terminal” window.

    To do this, select the Spotlight Search from the top right corner, type “Terminal” and click it when it appears.

    Once open, select “Shell” from the top bar, then “New Window” and then “Basic”.

    Starting the Tests In the first Terminal window, type the following command (without the quotes) and then press enter: “ping -c 100 gw”

    In the second Terminal window, type the following command (without the quotes) and then press enter: “ping -c 100 www.google.co.uk”.

    Arrange the Terminal windows so they are side-by-side, like the image below:

    ping to google and gateway

    These Terminal windows must be left open while the connection is slow.

    While the tests are running, you will need to minimise all other programs.

    We then need to take a screenshot of an Internet speed test.

    To do this, first go to www.speedtest.net and click “Begin Test”.

    After a few moments, it will present you with a result similar to the below image:

    speed test

    Please take a screenshot of this.

    Next, In a new Terminal window, type the following command: “traceroute google.co.uk” (without the quotes) and take a screenshot when the test finishes (it should appear something like the below image):

    traceroute google.co.uk

    Finally, we will next need you to do a prolonged download test to show us what speeds you can achieve in a typical real world file download.

    To do this first head to the thinkbroadband website here.

    www.thinkbroadband.com/download

    You should then see the “Very Large File – 1 GB – (1,024 MB)” download test file.

    All you need to do is right click on the red “1GB (v.large)” icon for the file and click “Save as…” and begin downloading it to your computer.

    The final part of this test involves taking a screenshot of the rate at which this file is downloaded in your browser.

    To obtain this information, navigate to the Downloads within your browser. This will display the download rate, with a unit of “MB/s” or “KB/s”. Please take a screenshot of this number (it should appear something like the below image):

    Downloads

  • For Windows

    First things first – how to take a screenshot

    To take a screenshot, press the Print Screen key on your keyboard, it may appear as “prt sc” or “prt scrn”.To save the screenshots, open Paint by typing “Paint” into the Start Menu’s search box, as shown in the image to the right. Once Paint is open, hold down CTRL and press V, this will paste the screenshot into Paint. Save the screenshots to your Desktop using the save icon at the top of the page.

    The first thing to do is open a “Command Prompt” window.

    To do this, type “cmd” (without the quotes) into the search box on the Windows Start menu. Repeat this process as we will need two Command Prompt windows open.

    In the first Command Prompt window, type the following command (without the quotes) and then press enter: “ping gw -n 100” In the second Command Prompt window, type the following command (without the quotes) and then press enter: “ping www.google.co.uk -n 100”

    Arrange the Command Prompt windows so they are side-by-side, like the image below:

    ping to the gateway and google

    These Command Prompt windows must be left open while the connection is slow.

    While the tests are running, you will need to minimise all other programs.

    Once they finish, you just need to take a screenshot of both windows together.

    We then need to take a screenshot of an Internet speed test.

    To do this, first go to www.speedtest.net and click “Begin Test”.

    After a few moments, it will present you with a result similar to the below image:

    speed test

    Please take a screenshot of this.

    Next, the command that we would like you to run is “pathping google.co.uk” (without the quotes).

    Once it finishes, it will display the following information. Please take a screenshot of this:

    pathping to google

    Finally, we will next need you to do a prolonged download test to show us what speeds you can achieve in a typical real world file download.

    To do this first head to the thinkbroadband website here.

    www.thinkbroadband.com/download

    You should then see the “Very Large File – 1 GB – (1,024 MB)” download test file.

    All you need to do is right click on the red “1GB (v.large)” icon for the file and click “Save as…” and begin downloading it to your computer.

    The final part of this test involves taking a screenshot of the rate at which this file is downloaded in your browser.

    To obtain this information, navigate to the Downloads within your browser. This will display the download rate, with a unit of “MB/s” or “KB/s”. Please take a screenshot of this number (it should appear something like the below image):

    Downloads

  • Sending Your Screenshots

    The screenshots should be saved to your desktop as .PNG or .JPG files.

    These need emailing to the ASK4 Support team so that they can be analysed further.

    To do so, please send an email to the following address: support@ask4.com Required information (please put this in the body of the email):

    • Your full name
    • Your building name, address and block/flat/room number
    • Your contact number
    • Your ASK4 username
    • Your ASK4 issue reference number if you already have one (optional)

    Please add the screenshots as attachments to the email. The Support team will reply with an issue reference number.

    Please quote this in any future communications with ASK4 about this problem.

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