We are available to help diagnose speed issues by phone.
Since slow Internet speeds can be caused by many factors, we
recommend you review the list of factors and suggestions below
prior to calling our Customer Care group. Please note that many of
these steps may only apply to Windows-basedcomputers, and the steps
listed may differ depending on the individual operating system
(Windows, Apple) you are using.
- Please be aware of our Traffic Management Policies as
it relates to your service. Xplornet has implemented
Traffic Management Policies to try to ensure that each Xplornet
customer receives fair and consistent access to the Internet.
For some of our platforms, the Traffic Management Policy includes
reductions in speeds if you exceed a certain bandwidth
allowance. Our traffic management policies can be viewed at
- Sometimes what seems like slow Internet service is really a
slow computer problem. Does your computer need some
basic maintenance? Run your disk defragmentation
utility, and a virus/malware scan, and empty your recycle
bin. An unusually slow Internet connection is often the only
sign that your computer is infected with viruses or other issues.
Never allow the free space on your C: drive to be less than 10% of
the total size. Ensure that programs which you no longer use are
uninstalled, particularly an old anti-virus or firewall program. A
local computer repair store should be able to help you with this
kind of maintenance if you require assistance.
- Optimize your cache or temporary Internet
files.These files improve your Internet connection
performance by not downloading the same file/webpage over and over
again. However over time they can get full and your computer spends
too long looking to see if it has been to a page before. In
Internet Explorer this can be found under Tools (you may have to
press ALT) -> Internet Options -> Browsing history ->
Delete. In Firefox, click on Tools (at the top) -> clear private
Data. In Safari, click on the gear on the top right -> reset
Safari and check off 'clear history.'
- Ensure that any Peer-to-Peer or Virtual Networking
Software is turned off. Sometimes simply closing the
program window will still leave it running in the background. For
Windows-based computers, in the system tray (lower right corner
near the time) you will have small icons for programs running in
the background. Hover over each of these and make sure it is
something that you want running, such as your anti-virus program or
volume control. If you see your VPN or peer-to-peer program listed
you can click on it here to close it. Go into the options menu for
these programs and make sure that "turn on when Windows starts" is
- Reset your home network. Sometimes restarting
your home network or your router can increase the speed of your
connection. To do this, turn off your computers and other
devices and unplug the power to your router for 30 seconds. Plug
the power to your router back in and turn on your computers.
- If you are using a wireless router, ensure it is not
conflicting with a cordless phone, baby monitor or other wireless
device. Some wireless routers will slow down if you are
using another piece of electronic equipment on the same frequency,
(ei. 900 MHz, 2.4 GHz). Normally you would see this where a
wireless device is indicating a poor signal strength or slow speed,
while a computer which is cabled into your router will appear
Often the owner's manual for your various wireless devices will say
what frequency they broadcast at, or an Internet search of the
model name and number will give this information. Try unplugging
these other devices and see if your wireless signal improves. If
you are using one of our Fixed Wireless platforms, these may cause
outdoor signal issues also.
- Bypass your router. Routers can bleed off some
speed as they direct traffic between devices. Bypassing a router
also ensures that you are testing your speeds with only one device
and that another device is not using your bandwidth without your
knowledge. To do this, unplug the Ethernet cable which in plugged
into the back of your router at the WAN or Internet port and plug
the cable into one computer directly, normally at the same port
which your router cable plugs into. Power off your router so
that a wireless computer will only see the new cabled connection.
We will often ask that you bypass your router so that we may run
connectivity tests to your modem or radio to check for cabling
- Check for programs using your connection. For
Windows-based computers, to test if other programs are accessing
the Internet without your knowing, click Start -> all programs
-> accessories -> Command prompt. (For Windows Vista or
Windows 7 please right click on Command Prompt and then left click
on Run as Administrator.) Type netstat -a. This will list every
port which an individual computer has opened currently. Scroll
through and take a rough count of how many lines there are. More
than 100 may indicate a problem. Using the Netstat -b will
give details about what website/program is using a specific
A port is like a doorway to the Internet and the more that are open
by your computer, the more bandwidth is being used. Too many ports
open can ultimately cause you to lose the Internet as when you
request a webpage, there is no doorway available to use. Ports
eventually time out and close, so this may be a factor if your
speed is intermittently slow.
- Try browsing the Internet or the application at
different times of the day. As Xplornet is a shared
bandwidth service, time of day and what all of our customers are
doing at a given time can have an effect on your performance.
Knowing if there is a specific time frame where you experience the
problem will help us to diagnosis the problem.