If you're experiencing slow speeds or poor connection quality, this guide will help you troubleshoot the issue systematically. Start by restarting your equipment, then test with a direct connection, and finally contact support if needed.

How to troubleshoot

  1. Step 1: Restart your equipment

    Unplug the power cable from both your fiber modem and your router. Wait one minute, then plug the devices back in and wait for them to start up completely. Test your connection to see if the problem is resolved. This simple step can often clear temporary glitches or firmware issues that might be causing slow speeds.

    Tips:

    • Ensure all devices are unplugged from power for at least 30 seconds to a minute to allow capacitors inside the equipment to fully discharge.
    • If you have multiple routers, unplug them all and restart your primary modem first before reconnecting any secondary routers.

  2. Step 2: Test with direct connection

    If you still have problems, connect a computer directly to your fiber modem using an ethernet cable. This bypasses your router and helps identify whether the issue is with your router or the fiber connection itself.

    Detailed Steps:

    1. Turn off both your modem and router.
    2. Disconnect all devices from the router, including any connected computers, game consoles, smart TVs, etc.
    3. Use an ethernet cable to connect one of your computers directly to a LAN port on the fiber modem.
    4. Turn on the modem and allow it to fully boot up (this can take several minutes).
    5. Once connected, check your internet speed using a reliable online speed test tool like Speedtest by Ookla.

    Tips:

    • Ensure the ethernet cable is securely connected to both the modem and your computer.
    • If you have multiple computers, try connecting each one directly to the modem to rule out issues with a specific device.

  3. Step 3: Contact support

    If the problem persists after testing with a direct connection, create a case in our customer portal and we will help you troubleshoot further.

    You can check for current operational disruptions in your area at: https://internetport.se/status

    Before contacting support:

    • Note down any error messages you see on your modem or router.
    • Take screenshots of the speed test results when connected directly to the modem.
    • Make a list of all devices currently connected to your network and their functions.

    Tips:

    • Be as detailed as possible in your support request, including when the issue started and any actions you've already taken to resolve it.
    • Check if there are any ongoing network issues affecting your area by visiting our status page or social media channels.