How can I troubleshoot my Spectrum Enterprise Dedicated Fiber Internet service?
Dedicated Fiber Internet Troubleshooting
Refrain from rebooting Spectrum Enterprise® provided equipment unless directed to do so by an Enterprise Technical Support Technician.
Slow internet speeds on Dedicated Fiber Internet circuits
While it is common to use a speed test site to validate internet speeds for residential and small business services, results can be unreliable for Dedicated Fiber Internet services over 500 Mbps due to latency or current traffic load on a speed test server.
If you would like to use speed test sites to baseline speeds, it is recommended to use as many different speed test sites as possible and repeat the testing at different times of the day. It is also important to test as close to the Spectrum Enterprise equipment as possible to remove the variability in your Local Area Network (LAN).
To achieve the best internet speeds possible:
- Make sure your browser is up to date.
- Bypass as much of your LAN as possible, ideally plugging directly into your Spectrum Enterprise equipment and addressed with your Spectrum provided IP as a static assignment.
- Ensure your device isn’t in Power Save or Low Power mode.
- Verify that the power cords and cables are securely plugged into the proper location.
- Restart your device.
No internet connection on your Dedicated Fiber Internet circuit
If you have no internet connection, follow the steps below:
- Make sure your router and Spectrum Enterprise equipment have power.
- Verify your router does not have any loose or damaged connections to the Spectrum Enterprise equipment.
- Attempt to ping your Spectrum provided gateway IP Address from your router.
- If you can ping your gateway IP, see the steps below in "No connection to some external sites."
No connection to some external sites
If you have no internet connection to some external sites:
- Attempt to ping your Spectrum provided gateway IP Address from your router.
- If you can ping your gateway IP, attempt to ping and traceroute to a common external site like Google DNS at 8.8.8.8 before engaging Enterprise Technical Support.
- If the issue is to a single external site, attempt to ping and traceroute to it from your router and provide a return traceroute back to your Spectrum useable IP Address.