1.PowerCycletheModem&Router
Whatispowercyclingandhowdoesithelp?
Powercyclingistheactofturningoffanelectricalequipmentviathemainswitchor
socketandthenturningitbackonagain.Ifyou'refacingConnectionissues,
werecommendpowercyclingboththemodemandrouter.Powerdownthedevicesfor
atleast3minutesbeforerestartingthedevices.
Usersareadvisedtopowercycletheirmodemsandroutersoften toextendtheir
equipmentlifeexpectancy.
Please donothardreset themodem /Routeratanypoint.
2.CheckwhethertheLANCableisproperlyconnected.
3.CheckTCPIP&DNSSettings
ChecktheIPConfigurationwithPropertiesbytyping“ncpa.cpl”inruncommand
&doubleclickon“LANareaConnection”andGoto“InternetProtocol(TCP/IP)
andtoselecttheradiobutton“ObtainandIPaddressAutomatically”&toselect
“ObtainDNSServerAddressAutomatically”&clickonOK.(IfPcswaschanged)
4.RemovetheLANCablefromWi-fi anddirectlyconnectit
tothePC.
5.UsethePINGCommand
Oneofthefirstthingstotrywhenyourconnectiondoesn’tseemtobeworking
properlyisthepingcommand.OpenaCommandPromptwindowfromyourStart
menuandrunacommandlikepinggoogle.com orpinghowtogeek.com.
Thiscommandsendsseveralpacketstotheaddressyouspecify.Thewebserver
respondstoeachpacketitreceives.Inthecommandbelow,wecanseethat
everythingisworkingfine– there’s0%packetlossandthetimeeachpackettakesis
fairlylow.
Havingprobleminaccessingaparticularwebsite.
1. doaquickcheckonwhetherthewebsiteitselfisexperiencingtechnicaldifficulties.For
this,thereareafewwebsitesyoucoulduse,suchas DownForEveryoneOrJustMe.
2. Somewebsitesmayhavestartedrestrictingaccessbasedongeographicalregionor
limitaccessbasedonthenumberofrequestsitreceivesfromoneIPaddress.Youmay
liketodoasearchtoseeifthewebsitehasanysuchpolicyorifanyotherwebsite
usershaveencounteredsimilarissues.
3. Ifthewebsiteappearstoberunningnormallyandyouareunabletoaccessit,please
makeanoteofanyerrormessageyouseeinyourwebbrowser,andcontactourHelp
Line.Wewillinvestigatetheissuefromourside.
Therearelotsofthingsthatcanimpactyourbroadbandspeeds.Thefollowingsteps
willgiveyousomepointersonunderstandingwherethisinterferencecomesfromand
tipsonhowyoucanminimiseimpactonyourservice.
1. ConductaSpeedTestofyourconnection.
TodoaspeedtestLogintoWWW.SPEEDTEST.NET andselectyourlocationonthe
map.FromthedropdownlistofserversselecttheserverhostedbyHathway
MySpeedtest resultslooklowerthanexpected.Why?
Ø Checkishowyou'reconnectingtotheinternet,whetheryouareconnectingthruWiFi,orusingadirectlan cablefromtheModemtoyourPC
Internetspeedsovera directcableconnectionis generallymuchfasterandreliable
comparedtowirelessspeeds.
Therearemanyfactorsthatcouldbadlyaffect yourwirelessperformance;thesefactors
donotaffectcableconnections.
Ø TrySpeedTestfrommultipledevices.
You'reencouragedtotrydifferentcomputersforspeedtests.Mobiledevices(hand
phones,tablets)arenoteffectiveasmostofthem haveaspeedlimitof30Mbps.
Ø CheckspeedtestonHathwayServer
Checkwhich server youareusingtoperformyourSpeedtest .Aspublicserverscan
becomeoverloadedwithtoomanyrequest,fortroubleshootingpurposes,we
recommendusingtheserveratwww.speedtest.net ,hostedbyHathway
2.Re-startyourrouter
Tryrestartingyourrouter.ForrestartingtheRouter
Unplugyourrouterormodemfromitspoweroutlet(don'tjustturnitoff).
Wait15-20seconds,thenplugitbackin.
Allowthedeviceaminuteortwototurnbackon.
Please donothardreset theRouteratanypoint
3.Getclosertoyourrouter
Thefurtheryouarefromyourrouter,theweakerthesignalandtheslowerthe
connection– especially ifyourhousehasthickwalls.Getcloserforabettersignal.
IfyourhomeislargeorhasthickwallsyourWi-Fimaynotreachalloftheplaces.
Wood,plaster,andglassdon'tinterferemuchwithwirelesssignals;brick,tile,and
concretecanbemoreofaproblem.
4.Positioningandobstructions.
Yoursignalcomesfromthefrontoftherouter,somakesureyourrouterisfacinginto
yourhome.Itshouldn’tbepositionedonitssideandtheantennashouldpointupwards.
Tryplacingyourrouteronatableorshelf,ratherthanthefloorandmakesureit’sfreeof
obstructionslikefurnitureorbooks.
5.Avoidinterference
It’salsoagoodideatoavoidelectricalandsignalinterference.Keepyourrouteraway
fromthingslikemicrowaves,TVs,cordlessphones,babymonitorsandwireless
keyboards.
6.Howbusyisyourhousehold?
Thespeedofyourbroadbandconnectionissharedwithallthedevicesyouhave
connected.Tryturningoffandunpluggingsomeoftheconnecteddevices
Ifyourhouseisfullofstreamers,uploaders,tabletsurfers,musicdownloadersand
Skypers, youshouldupgradetoahigherbandwidthplan.Withthis,everyonecandomore
onlineatthesametime,smootherandfaster.
7.Getyoursystemandsoftwareuptodate
Usingolderversionsofabrowsercanseriouslyslowthingsdown– especiallyifyou’re
lookingatpageswithlotsofpicturesorwatchingvideos.Upgradingtothelatestversionof
thebrowseryouuse– GoogleChrome, MozillaFirefox, Safari or InternetExplorer – may
reallyspeedthingsup.
Yourdevice’snetworkadaptershouldcomplywiththelatest802.11acWiFi standard.Any
networkadapterthatusesanolderprotocol(802.11n,802.11a,802.11b,or802.11g)is
notabletotakeadvantageofveryhighspeeds..
8.HealthCheck
Havinglotsoftasksrunninginthebackgroundcancauseyourconnectiontoslow.Try
closinganywindowsorapplicationsyoudon’tneedoraren’tusing.Viruscheckersand
FireWallcanalsocauseconnectionstoslow. However,wedon’trecommendyouturn
thoseoff.
9.CheckyourWi-Fisettings
OneofthemaincausesofslowspeedsisinterferencefromotherWi-Fisignals.If
someonenearbyisusingthesamechannelasyou,thesignalsmayinterferewith
eachanotherandslowthingsdown.
SafetyInstructions
Toavoidtherisk ofelectricshock
§ Never remove the product cover. Should the product fail, contact the Customer
Service to arrangerepairorservice.
§ Neverallowanyonetopushanythingintoholes,slotsoranyotheropeninginthe
case.
§ Donotblocktheventilationslots;neverstanditonsoftfurnishingsorcarpets.
§ Donotputanythingonitwhichmightspillor dripintoit.Ifanobjectorliquid
entersinsidetheCableModem,unplugitimmediatelyandcontacttheCustomer
Service.
§ DonotstoretheCableModemGatewayproductinexcessivelyhot,coldordamp
conditions.Itisintendedtooperateatanambienttemperatureoflessthan35
degreesCelsiusandamaximumhumiditylevelof70%.Incaseofastorm,itis
recommendedthatyouunplugtheproductfromthemainsandfromthePCset
orotherequipment.
§ Leavethemainssocketaccessible sothatyoucanunplugthesetquickly
Connectingtothemainssupply
§ Thisapplianceisdesignedtooperateintheratedvoltage110~240VAC.
§ Ifyouareinanydoubtaboutthemainslead,theplugorconnection,please
consulttheCustomerService
§ Onlythepoweradaptersuppliedwiththeproducthastobeused.
Ensuringoptimumperformance
Leave7cmto10cmaroundtheappliancetoensurethatproperventilationgets
to it
Donotstoreyourapplianceonitsside.
Tocleantheappliance,useadry,cleansoftclothwithnocleaningsolventor
abrasiveproducts.Cleantheventilationopeningsregularly.
UnderstandingoftheIndicatorsontheFrontPanel
SafetyInstructions
Powersupplysocketswithtooheavyloadorbrokencablesandplugsmaycauseelectricshockor
fire.Usersshouldcheckthepowersupplywiresandcablesregularly.Ifthereisanybreakage,
pleasereplacethecableatonce.
Pleaseadoptthepowersupplyadapterprovidedforthisequipment.Otherwisetheequipment
maybedamagedornotabletorunnormally.
Theequipmentshouldbeinstalledatpositionswithgoodventilationconditionsandwithouthigh
temperatureordirectsunshine,soastoavoidfaultsoftheequipmentanditscorresponding
componentsduetooverheat.
Avoidhumidification,especiallypreventwaterfromenteringtheequipment.Enteringofwatercan
causeabnormalrunningoftheequipmentandevenotherdangersduetoshortcircuit.
Donotlaythisequipmentonunsteadybase.
UnderstandingoftheIndicatorsontheFrontPanel