High Speed Cable Troubleshooting

1. Slow Internet connection
2. Intermittent connection
3. I still need help!

Problem: Slow Internet connection.

Possible Solution(s):

1. Disable or uninstall any file sharing programs such as Kazaa or WinMX.
2. Disable or uninstall any Internet connection software. (Download accelerators, Internet accelerators etc.)
3. Shutdown any computers that are sharing the Internet connection.
4. Disable or uninstall any Internet sharing software.
5. Scan your PC for spyware or viruses.

Problem: Intermittent connection.

Possible Solutions:

1. Double check the physical connections between the computer and the cable modem.
2. Remove any coaxial surge suppression devices. The coaxial cable should be connected directly into modem.
3. Remove any splitters and/or additional coaxial cable connections that may have been added since the original installation of your cable internet.
4. Remove any routers, hubs or switches to determine if they are faulty.
5. Try another network card if possible.

Problem: I still need help!

Solution:

Please fill out our Online Support Form or contact Vianet Technical Support at 1-800-788-0363.