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If you're experiencing slow internet speeds over ethernet or WiFi, follow this guide for step-by-step instructions that can resolve the issue.
Troubleshooting process
Determine number of devices experiencing disconnections
Troubleshooting single device
If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.
The troubleshooting steps differ depending on if you're testing with WiFi or the ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable. If possible, test both the WiFi and ethernet.
If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.
Comparing speed tests
To identify where the problem could be we recommend testing your speed on a device that is connected via WiFi and one that is connected via an ethernet cable. Compare both results to pinpoint the connection that is causing issues.
A few tips before starting the speed test:
Doing a speed test
Click the link below and press GO. The application will test your internet speed.
Spark's diagnostic tool
To automatically test your connection and your home network, use the Check connection tools in the Spark app. Learn how to use Check connection
If you haven't registered for MySpark, you'll need to do this first. Register for MySpark
Check for a network outage
Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages
Check Spark plan
Check your Spark plan to make sure haven’t overused your monthly bandwidth, and are up to date with payments. Sign in to MySpark
Stop downloads or applications
Sometimes, when one device is downloading large files or running bandwidth heavy applications such as video streaming, the internet can be slow on other connected devices.
Check if your internet speeds improve after closing downloads and applications.
Clear browser cache and cookies
Some browser settings can greatly impact your internet speed. In general, we recommend keeping your browser up to date and regularly clear the browser cache and cookies.
See instructions for how to:
Check for viruses
Make sure you’re using up-to-date antivirus software. Viruses can slow your internet down. Learn more about staying safe online
Restart your modem
Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.
Check the cables
It is important to check that the cables are plugged in properly. Ensure there are no loose connections.
Factory reset your modem
Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem
Hardware related issue
If you can use the internet okay over WiFi, but it's slow when using an ethernet cable, the problem may be caused by hardware. Contact our customer support team for how to fix this.
These steps will cover troubleshooting for no internet on devices that connect over WiFi. We recommend running through these steps if you do not have devices capable of ethernet connectivity.
Restart your modem
Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.
Check you're connected to the correct WiFi network
If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double check that you’re looking for the right name – the default name and password are on the sticker on the bottom of your modem. If you have changed the network name or password but forget what they are, a factory reset will restore the default name and password. Learn how to factory reset your modem
Position of your modem
The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you're getting the most from your modem.
Changing the WiFi channel
The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity. View our instructions on how to change your WiFi channel
Factory reset your modem
Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem