Slow speeds can be caused by multiple things most notably:

1. Signal Strength / Signal Quality

Signal strength is the easiest to identify, the lights on the right side of the modem typically. Signal quality is a measure of quality of the signal it receives. There is no indicator for this on the modem. Metal objects, metal roofs, walls, metal window screens, cell signal boosters, any RF emitter in the same Fq or EMF emitter can cause distortions in the signal that reduce quality.

Indications:

• Slow Speeds (consistent – not traffic related) while having high signal strength
• Slow Speeds (consistent – not traffic related) 0-1, 2 bars showing on strength indicator.
• Signal reduction- It used to be high signal, but is now 1 bar consistently
• No signal- new customer- follow the steps below only after receiving activation reply
• If you have ATT cell service you can use your phone for signal diagnostics all that is needed is to download an app to capture specific cellular signal data. (same for Verizon modems)

Android- NetMonster, https://play.google.com/store/apps/details?id=cz.mroczis.netmonster

 How to Troubleshoot the Issue:

• Move the modem outdoors and run a speedtest.
• Take the modem elsewhere and run a speedtest.
• If you have a external antenna adjust it. If you are putting one in but see no improvement from it please submit a ticket for a remote session (auto detect likely failed).

Resolution:

• Identify the source of interference, move it away from it .
• An external antenna may be needed and they are recommended for, metal buildings, metal roofs, low signal strength area.
• Some areas have limited coverage to no coverage and this should be addressed within the first 30 day period. Sometimes carriers change the layout of “cells” they may have to make a change that impacts your signal level. Usually this is done to manage channel overlap and spacing to avoid interference between cells (there are only so many channels available).

 

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2.Traffic Volume

This is typical of any transport system. It takes time to process and the highway is only so wide. Sometimes the traffic may be rerouted due to a pileup somewhere else or equipment is offline or under maintenance. Alternatively the highway needs widened.

Indications:

• Download speeds are usually within range of package but now they are below 4 but upload is around the same
  For example: At 6am I get 40-50mbps but at 6pm I get 5mbps

 How to Troubleshoot the Issue:

• Powercycle the equipment, Give it 5 min to resolve IP tables and settle back in.
• Remove every device from the WiFi except for the testing device
• Run speedtest from Fast.com and Speedtest.net (choose Sardistel server with speedtest.net)
• Make sure to click more details or show more info on speedtests before submitting.
• If you have ATT cell service you can download an app to capture specific cellular signal data.

Android- NetMonster, https://play.google.com/store/apps/details?id=cz.mroczis.netmonster

IOS- Google “Field Test” mode for your version, If you find a app that shows metrics for signal and quality (not speed) it is acceptable also.

Resolution:

Unfortunately there is nothing that we at Sardistel can do that will change the traffic pattern on the carrier network. If it is a consistent issue we may change the carrier for your account (if available). We will use the detailed information you provide to submit a ticket to the carrier NOC apprising them of the network status.

 

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3. Tower Issues (Area Issue)

 Any complex system experiences failures whether it is mechanical or technical in nature, things go awry. This involves troubleshooting, dispatching technicians, replacing parts any number of things that take time to correct. Sardistel does not handle this process, we report issues to the carriers Network Operations Center (NOC) through their ticketing system.

Indications:

• No Service (previously had service)
• Intermittent Service
• Slow Service- typically there is a significant drop in DL and UL speeds when area issues occur DL 0.25-1
• Dark Blue status indicator V1,2,3 modems (Indicates 3g Network) some will fallback to 3g network if 4g goes down (or fails auth, we will discuss that elsewhere)

 How to Troubleshoot the Issue:

• Power-cycle the modem/router
• If external antenna, power off remove antenna, power on. If it reconnects there may be a issue with your antenna cable or antenna (most likely water in the connector)
• Take the modem somewhere else. If available power your modem in your car and test it 2-5 miles (dependent on area towers) from your location. The idea is to see if it will connect to a different tower.
• If service is intermittent but usually okay then it is most probably a tower issue that will have to be rode out until the carrier gets the issue resolved.
• Open Web browser, type 192.168.8.1 in the address bar, this will take you to the admin page of your modem (it may have a splash screen about a app first, just click continue to webpage) You should be at a screen with menus and signal indication in the center. Screenshot this page  and include it in your support ticket. (If 8.1 doesn’t work type 192.168.253.1 or 192.168.5.1 for Netgear modems.)
• If you have ATT cell service you can use your phone for diagnostics all that is needed is to download a app to capture specific cellular signal data. (same for VZ modems)

Android- NetMonster, https://play.google.com/store/apps/details?id=cz.mroczis.netmonster

 

IOS- Google “Field Test” mode for your version, If you find a app that shows metrics for signal and quality it is acceptable also and let us know we can insert link.

Resolution:               

There is not much in the way for us to resolve tower issues, It is helpful to identify and report the issue to NOC and others in the area. It may be 24-48 hours sometimes depending on what the cause for the outage is. Fiber fed sites may get a fiber cut somewhere. The wireless backhaul sites may have a radio go down and have to get a crane and rigging crew out. It is a waiting game sometimes.

 

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If you are still experiencing slow speeds, please use the following form at here and we will be happy to assist you!