How can I troubleshoot my Spectrum Enterprise Fiber Internet Access (FIA) service?

FIA Troubleshooting

Please refrain from rebooting Spectrum Enterprise provided equipment unless directed to do so by an Enterprise Technical Support Technician.

Slow Internet Speeds on FIA 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 FIA services over 500mbs due to latency to a Speed Test Server or current traffic load on a Speed Test Server.

If you would like to use Speed Test sites to base line speeds, it is recommended to use as many 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 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.
• Make sure you bypass as much of your LAN as possible, ideally plugging directly into your Spectrum equipment and addressed with your Spectrum provided IP as a Static assignment.
• Make sure your device isn’t in Power Save or Low Power mode.
• Make sure that the power cords and cables are securely plugged into the proper location.
• Restart your device.

No Internet Connection on your FIA circuit

If you have no internet connection, follow the steps below:

• Make sure your router and Spectrum's equipment have power.
• Make sure your router does not have any loose or damaged connections to the Spectrum 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 or All External Sites."

No Connection to Some External Sites

If you have no internet connection to some external sites, follow the steps below:

• 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 trace route to it from your router and provide a return traceroute back to your Spectrum useable IP Address.