Troubleshooting a slow or unstable internet connection
A slow or intermittent internet connection can be caused by a number of things. For example, some websites might not be built to handle heavy traffic, peer-to-peer file sharing apps can cause slowdowns, and so can malware or apps that run in the background.
Having multiple devices connected to your network and interference from other devices or networks can also slow down your internet connection or cause it to be unstable. Additionally, the location of your modem can affect the Wi-Fi signal and quality of your internet connection.
- Shut down and restart your computer and any other devices that are using the internet.
- Test your connection. Open a web browser, and then go to nwtel.ca and a few other websites.
- If restarting your devices doesn’t solve the issue, go to the next step.
Make sure your modem is out in the open and isn't blocked by furniture or other objects. To learn more, see Improving your Wi-Fi connection.
Check the lights on your modem
Check the lights on the front of your modem to see the status of your connection.
- Go to our modem lights guide.
- Find your modem in the list, and then look in the Lights column to learn how the lights on your modem should appear when it’s working correctly.
- If the lights on your modem are lit differently, go to the next step.
Restarting your modem and router can often fix performance and connectivity issues. Your modem may include a built-in router, in which case you'll only need to restart one device. If you have a separate router from a third party, you’ll want to restart both devices.
- Restart your modem and router (if it’s a separate device).
- Test your connection. Open a web browser, and then go to nwtel.ca and a few other websites.
- If your internet is still slow or unstable, go to the next step.
Use the Northwestel speed test usage tool to measure the speed of your internet connection, and then compare the speed test results with the speeds of your Internet plan.
For step-by-step instructions, see How to check the speed of your internet connection.
If the speed test results aren't within the advertised speeds of your Internet plan, go to the next step.
Turn off or disconnect devices you’re not using
Having multiple devices connected to the internet can use up bandwidth and affect your connection. In some cases, even if you’re not using a device, apps that run in the background on that device may use the internet for updates and other automatic functions.
- If you have a lot of devices connected to the internet, turn off or disconnect the devices you’re not using.
- You can also try disconnecting all your devices from the internet, and then connect one device at a time. Doing this can help you identify the limit of devices or there may be a specific device that’s using a lot of bandwidth and causing the issue.
Keep your software up to date and run an antivirus scan
Malware such as viruses and spyware can slow down your internet connection.
- Make sure your antivirus software is up to date and run an antivirus scan on your computer.
- Make sure your computer and devices are up to date with the latest recommended security updates.
Check device or app settings
Ensure video quality settings are in line with your internet package download speed. Reducing the resolution on your streaming app may reduce buffering and provide a smoother experience.
When file sharing, try not to clog your connection by uploading at too high a rate. You might experience slow internet speeds when using peer-to-peer file sharing and file storage apps and services. The number of people sharing files can impact how fast data is uploaded and downloaded and can affect your connection speed.
Additionally, many devices back up to the cloud automatically, such as DropBox, OneDrive, iCloud. You might want to check your device settings to schedule backups for a time of day when you’re not using the internet.
Download speed relies on the source. While most websites are built to handle heavy traffic, some might not be. If you only experience slowness on one or a few websites, it’s possible that those websites aren’t optimized to give you the speed you expect. To test this, try a few other websites.
If your internet is still slow or unstable after trying these steps, contact us at 1 888 423-2333.
