Home Network Troubleshooting Tips

With internet usage growing exponentially month over month, as much as we hate to say it, connection issues may be unavoidable. However, you can absolutely take measures to ensure you are doing everything possible on your end so that you are set up for success. 

We've put together this step-by-step guide to get you started.

Check your Internet Speed

There are multiple reasons why your computer could be running slowly, so don't spend time trying to improve your internet speed when something else could be the problem. There are many websites offering to test your internet speed for you, such as speedtest.net, but the easiest way to do it is by searching Google. If you search "test internet speed", Google will ask you to click a button that says "run speed test".

If the result is "your internet speed is slow", then you should carry on reading this guide. If you would like a more robust test of your internet connection, please contact Dialpad support.

Contact your internet service provider

Again, don't waste your time with the following techniques before checking with your internet service provider whether there is a problem at their end. You can do this by phoning them up to check for Internet issues and if some of the features below are turned ON, have it turn OFF.  If you search the name of your internet provider, followed by "service status" you should find a web page that asks you to enter your postcode and in turn, you'll be told if there are network problems in your area. 

Be sure to read this Help Center article for more information on our recommendations for your local network.
We recommend checking that the following features are turned off in your router's firewall settings:

  • SIP-ALG | SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior, such as phones not registering and incoming/outbound calls failing.
  • Deep Packet Inspection (DPI)
  • Stateful Packet Inspection (SPI)

Reboot your router

The age-old quick-fix is back; if something isn't working, switch it off then turn it on again. While it may be a running joke among IT people, restarting your internet really does work quite often. Make sure you wait at least five seconds before switching your box back on. If that doesn't work there are other things you can try.

Find the best place for your router and WiFi Connection

To get the best out of your internet connection you should make sure your router is not being obstructed by anything. Keep it in an open location in your home. Please keep it out of cabinets, next to the television (not behind it), and away from baby monitors and fish tanks. These objects can block and slow down your Wi-Fi signal. You should also make sure your router is stood up the way the provider has intended. Don't set it on its side to save space.

Identify Wi-Fi 'blackspots'

One reason your internet may be running slowly is that you could be working in a Wi-Fi 'blackspot'. This is often in an area that is too far away from the router or separated by thick walls. A simple solution to this is to work in a different room, closer to your internet router. Even opening the door in the room you're working in could help improve your connection. Alternatively, you can buy a "booster'" from your service provider for around $50.00 which should improve your coverage.

Move to a wired connection

While it may not be ideal, using an Ethernet cable to connect your device is the best way. This way, your device will get the fastest speeds, while freeing up your Wi-Fi for other devices. For people working from home and sharing large files, connecting their laptop with a wired connection will help them get the best speeds. It’s also worth connecting devices that use more data – like game consoles and Smart TVs – with an Ethernet cable.
If you continue to have issues with internet speed, consider turning off other services that are not required at the time, ie online streaming services and online gaming.

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