Troubleshooting Customer Network Connection Issues - A Simple Guide

If you have problems with your network or internet connection, this guide can help you. We’ll explain some common problems and how to fix them.

#### common customer network/connection problems

- Slow internet speed

- Internet connection that keeps dropping or cutting off

- No internet connection at all

- Internet connection that says “limited” or “no internet access”

- Wi-Fi connection that doesn’t work or is weak

#### things to try when troubleshooting network/connection problems

- Check your cables and connections - make sure everything is plugged in properly and not loose or broken

- Restart your device - tablet, phone, computer

- Restart your router/modem - turn it off and on again

- Reset your network settings - make sure they match what your internet provider told you

- Run a virus scan - maybe something bad is messing with your connection

- Change your DNS settings - this can help you connect to websites faster and easier

- Check for network congestion - use some tools to see if there’s too much traffic on your network

- Update your network drivers - these are the software that make your network work

- Upgrade your router/modem - talk to your internet provider about getting a newer or better one

- Contact your internet service provider (ISP)

#### need more help?

- Here are some tools and videos that can help you monitor and improve your network performance:

GSuite Visual Traceroute Tool - shows the path that your data takes from your device to a website - https://gsuite.tools/traceroute

IP Chicken shows your current public IP address (and a drawingof a chicken) - https://www.ipchicken.com/

What Is My IP? - shows you your current public IP address, IP Location and ISP - https://www.whatismyip.com/

Network Troubleshooting using PING, TRACERT, IPCONFIG, NSLOOKUP COMMANDS - A YouTube video that explains how to use some commands to check and fix your network problems - https://www.youtube.com/watch?v=AimCNTzDlVo

If you follow the steps in this guide and use the help provided, you can troubleshoot and fix common customer network/connection problems. If you still have problems after trying these solutions, don’t worry. You can contact your ISP or get more technical help.