TROUBLESHOOTING GUIDE

Transcription

1 TROUBLESHOOTING GUIDE

2 Is your Internet speed getting you frustrated? Don t worry, just follow our guide and you ll be on your way to a better broadband experience. Understand the Speed Factors There are many factors besides your Internet Service Provider that could affect your broadband speed. Among the factors are : Location of Content Being Accessed The speed you experience is impacted by the network quality and distance of the content s destination/gateway. Type of Device(s) Used Check to see if your device has sufficient RAM or processing power, with updated software and applications. Web Browser Having too many plugins or extensions on your browser can slow down your speed. Choice of Router Dual-band routers allow you to switch between 2.4GHz and 5GHz for the best WiFi experience. Wired or WiFi Connection A wired connection with minimal interference provides the best broadband experience. Find out more on how these factors impact your speeds at TIME HACKS We always recommend performing a speed test by directly connecting your desktop or laptop to your router using a CAT 5e LAN cable as you may not be able to achieve full speeds over WiFi. A direct (wired) connection to your router means Connection is less susceptible to physical and environmental factors. You will enjoy more consistent speeds. Especially noticeable when you game, download large files and stream in HD. Connection is physically secure and is therefore harder to intercept. Your data is also more secure since it is not in the air as is the case with WiFi.

3 WITH WIRED CONNECTION Setup Before you run a speed test, go through this checklist for an accurate result. DISCONNECT FROM: 1 a. Any VPN or proxy connections b. All Internet-using applications (including antivirus and firewall) c. WiFi RECOMMENDED BROWSERS FOR TESTING: 2 a. Firefox Quantum v (64 bit) and above b. Safari v and above USE A CAT 5E LAN CABLE OR BETTER ENSURE FIBRE CABLES ARE NOT TIED UP ROUTER a. Leave the USB port empty b. Use the right voltage adapter DEVICES a. Restart your computer and router b. Check that your device is up to date c. Stop all backend processing/downloads Click here to check out how most devices typically perform in a household. 6

4 Why is my connection slow? The culprits behind a slow wired connection 2. Your computer s or laptop s Ethernet (LAN) port 1. Your router 1. Your router FE? GE? Check the Ethernet (LAN) port located at the back of your router. A router equipped with a Gigabit Ethernet (GE) port is capable of delivering speeds up to 1Gbps while a Fast Ethernet (FE) port is only capable of delivering speeds of up to 100Mbps. If you re using a router we ve provided, use the table below to find out whether yours is equipped with a GE or FE port. ROUTER MODEL ETHERNET SWITCH PORT D-Link DIR-882 GE TP-Link AC1200 GE D-Link DIR-850L GE Linksys EA6350 GE ZTE H298N GE Linksys E1200 FE 2. Your computer s or laptop s Ethernet (LAN) port Usually, opposites attract but not in this case. A GE port router must be paired with a device of equal capability to ensure you have the best experience. Click here to check whether your computer or laptop is equipped with an FE or GE port: Note : First things first, check if your router has a GE port because an FE port will only give you a reading of 100Mbps even if your device has a GE port (reading of 1Gbps).

5 WITH WIFI CONNECTION Setup Before you run a speed test, go through this checklist for an accurate result. DISCONNECT FROM: 1 a. Any VPN or proxy connections b. All Internet-using applications (including antivirus and firewall) CONNECT TO 5GHZ WIFI BAND FOR OPTIMAL SPEED RECOMMENDED BROWSERS FOR TESTING: 2 3 a. Firefox Quantum v (64 bit) and above b. Safari v and above ROUTER 4 a. Ensure router firmware is up to date. b. Check router placement (open area, central location) DEVICES a. Restart your computer and router b. Check that your device is up to date c. Stop all backend processing/downloads Click here to check out how most devices typically perform in a household. 5

6 Why is my connection slow? The culprits behind a slow wired connection 1. Your router 2. Your device 1. Your router ac standard A router built on an older WiFi standard (802.11n, a, b, or g) is not capable of delivering very high speeds, regardless of the speed you have subscribed to. For the best experience, we recommend using a router that complies with the latest ac standard. If you re using a router we ve provided, use the table to find out what WiFi standard your router is built on. ROUTER MODEL WiFi STANDARD D-Link DIR ac (5GHz) TP-Link AC ac (5GHz) D-Link DIR-850L ac (5GHz) Linksys EA ac (5GHz) ZTE H298N n (2.4GHz) Linksys E n (2.4GHz) If you re using a router model not listed here, you can find its WiFi standard on the package it came in or by checking out the manufacturer s website.

7 2. Your device The network adapter on your device must also comply with the ac WiFi standard. The older n, a, b, or g standards are not capable of accepting very high speeds, regardless of the speed you have subscribed to. Important note: A single device connected to your network running on an older WiFi standard may lower the speed experienced on all other devices (regardless of the WiFi standards on the other devices). Click here to check your computer s or laptop s network adapter: Mobile Devices The standard a device supports can generally be found on the manufacturer s specifications page. Check the package your device came in or perform a web search for its model number to see what WiFi standards your device supports. Find out how you can optimise your broadband experience. We ve got all the tips and tricks for you at TIME Hacks. TIME HACKS FOR YOUR BROADBAND

8 Check your computer s or laptop s Ethernet (LAN) port WINDOWS 10 AND WINDOWS 8 1. Hit the key on your keyboard to launch your Start screen. 2. Type ncpa.cpl and wait for Control Panel to appear in the Apps list. ncpa.cpl Control panel item 3. Select Control Panel and the Control Panel window will appear. 4. Right click on Ethernet and then click on Status. 5. Check the speed. 100Mbps = FE port 1Gbps = GE port Speed: 100 Mbps

9 WINDOWS 7 AND WINDOWS VISTA 1. Click on the start menu, type ncpa.cpl in the search bar and hit the enter button. 2. Right click on the Local Area Connection in use then click on Status. 3. Check the speed. 100Mbps = FE port 1Gbps = GE port

10 WINDOWS XP Click on the start menu, click run, type ncpa.cpl in the search bar and hit the enter button Right click on the Local Area Connection in use then click on Status. Disable Status Repair 3. Check the speed. 100Mbps = FE port 1Gbps = GE port Speed: 100 Mbps

11 MAC 1. Make sure your Ethernet cable is plugged in, and verify that you are connected to the network in System Preference > Network. 2. Locate the Network Utility on your Mac. It can be found under Applications > Utilities > Network Utility. You can also find it using the Spotlight Search feature on your Mac. 3. In the Info tab, use the drop-down menu to select Ethernet under Network Interface. 100Mbps = FE port 1Gbps = GE port Link Speed: 100 Mbit/s

12 Check your computer s or laptop s network adapter WINDOWS 10 AND WINDOWS 8 1. Hit the key on your keyboard to launch your Start screen. 2. Type cmd and wait for for Command Prompt to appear in the Apps list. C:\_ Command Prompt Desktop app 3. Select Command Prompt and the window will appear. 4. In the command prompt window, type netsh wlan show drivers and hit enter. Information about your WiFi network will appear. The Radio types supported: : entry in the command window displays the WiFi standard your network adapter is using. WINDOWS 7 AND WINDOWS VISTA 1. Click on the Start menu, type cmd in the search bar and hit the enter button.

13 2. In the command prompt window, type netsh wlan show drivers and hit enter. Information about your WiFi network will appear. The Radio types supported : entry in the command window displays the WiFi standard your network adapter is using. WINDOWS XP 1. Click on the Start menu and select Control Panel. 2. Select System.

14 3. Select Hardware. 4. Go to Network adapters and expand the list. Look for one that is labelled as wireless / WiFi. The WiFi standard for Windows XP may either be n or ac, as displayed in the images below. For older devices, you may still see other WiFi standards. Wireless N Wireless AC

15 MAC 1. Hit the option button on your keyboard and click on the icon at the top right corner of your screen. A few lines in grey text will appear under the name of your network. 2. The PHY Mode: entry displays the WiFi standard your network adapter is using. PHY Mode: n

16 TRIED ALL AND STILL PULLING YOUR HAIR OUT? Don t fret, we re at your service 24/7. Just contact our Support Ninjas at or cs@time.com.my and we ll do our best to help you.