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Speed Test - Trouble
Shooting Tips to Maximize Speed
Although there are
numerous speed testing sites available on the Internet, Xplornet
recommends using Testmy.net.
If you’re going to
use an Internet connection speed test it’s important to keep the
following guidelines in mind:
» Whatever
speed-testing site you end up using you should always use the same test
as it will provide a benchmark with which you can compare results over
time;
» We recommend a minimum of 4 tests
to be completed at random intervals during the day to achieve an
accurate average test speed;
» It is strongly encouraged that you
close down all programs that consume bandwidth during the speed test;
» If, after 4 tests have been
completed, you’re still experiencing a degradation of service or the
speeds still aren’t meeting your expectations you should contact
Xplornet’s customer care centre at
support@xplornet.com or
1-866-841-6001.
Please keep in mind
that your Internet connection is only a part of what affects your
Internet speed. Speed can be impacted negatively by many factors,
including the number of people using the network at any one time, the
presence of a virus, spyware or legitimate software accessing and
consuming your allocated bandwidth; or running multiple applications on
your computer (running multiple programs at the same time uses your
computer’s resources which could affect your speed), etc.
To ensure you are
getting the most out of your Xplornet service it is recommended that you
follow Xplornet’s recommended PC maintenance and protection tips prior
to running the speed test. Once you’ve determined that your PC is clean
and free of infections you can visit Xplornet’s recommended speed
testing site – Testmy.net.
Connectivity Test
If you feel your
Internet connection is not working properly or you feel that you may
have lost your Internet connection altogether, there is a simple test
you can run that will indicate whether or not you have an Internet
connection. It’s called the Ping test.
To run the Ping test
please use the following instructions:
Step 1
– click the button, generally located at the bottom left hand corner of
the screen
Step 2
– click on , which will bring a Run pop up window
Step 3
– the pop up window should prompt you to type in the name of a program,
folder, document, or Internet resource. At this point you should type in
“Command” in the blank field, then click “ok”. This will bring up the
command screen.
Step 4
– in the command screen type “Ping” (space) “xplornet.com”, then click
Enter
» If
you have an Internet connection this should produce the following
message:
“Pinging
xplornet.com [207.179.143.226] with 32 bytes of data:
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Ping statistics for 207.179.143.226
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)”
If you receive the
above message you do have an active Internet connection.
» If
you do not have an active Internet connection you’ll receive a message
like this:
“Unknown host
xplornet.com
Or
Request timed out”
If you receive
either one of the above messages you should do the following:
Step 5
– in the command screen type “Ping” (space) “207.179.143.226”, then
click Enter
» If
you have an Internet connection this should produce the following
message:
“Pinging
xplornet.com [207.179.143.226] with 32 bytes of data:
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Reply from 207.179.143.226: bytes=32
Ping statistics
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)”
If you receive the
above message you do have an active Internet connection, but you may be
experiencing problems, so we recommend that you contact Xplornet’s
Customer Care Centre at 1-866-841-6001.
» If
you do not have an Internet connection you’ll receive a message like
this:
“Pinging
207.179.143.226 with 32 bytes of data:
Destination host unreachable
Destination host unreachable
Destination host unreachable
Destination host unreachable
Ping statistics for 207.179.143.226:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)”
If you receive the
above message you should contact Xplornet’s Customer Care Center at
support@xplornet.com or
1-866-841-6001.
Power Cycle
Procedure
Power cycling your
modem is often recommended by Customer Care when you are experiencing
difficulties with your system. This is done much like you would re-start
your computer when experiencing problems.
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