My Internet service is slow. What can I do?
If yours is a new installation, please ensure that the equipment in front of our Router is set to "auto-configure" mode (usually by default) for speed and for the duplex, unless otherwise specified.
Already existing installation
If yours is an already existing installation, make sure that the configuration settings on the equipment in front of our Router have not been changed and that these settings correspond to those indicated in your initial request, either in "forced" mode for speed and for the duplex, or in "autoconfiguration" mode (usually by default).
Check that your link's bandwidth is not full. If the volume of traffic seems abnormal, try to find the IP address in your firewall that indicates abnormal bandwidth usage in your local network. If traffic is justified and regular, you may need to contact your representative to increase the data transfer capacity of your Internet access.
If, after completing the checks indicated above, you still have not found the reason for the slow service, go to Ookla Internet speed test | Videotron (videotron.com) to perform a speed test.
To test your speed, it's best to wait until you can connect a single computer to your Internet access, depending on your business activities. This will allow you to test the performance of your speed by eliminating elements of your local area network (LAN).
If you're still experiencing performance issues, you can replace the Ethernet cable that connects your equipment. You can also contact Technical Support for assistance.
My Internet service doesn’t work. What can I do?
First, make sure that your equipment is properly plugged into an electrical outlet. Second, verify that the wide area network (WAN) port is functional (UP) in your firewall. You can also check the status of the ports on your equipment and ours. Make sure they are functional (UP). Also make sure that the Ethernet cables that connect the equipment are properly connected and secure.
If, after following the steps above, your Internet access still does not work, please contact Technical Support.