To get started, first run a speed test and save the results. Compare them with the speeds you reach after following the following troubleshooting steps.
Note: Make sure that devices connected to your network are not downloading/uploading during the speed test. It can impact the results of the speed test.
Some of the most common problems can be resolved by simply restarting your modem or gateway.
Follow this step-by-step guide to do so.
Once restarted, run another speed test and check for improvements.
Note: Restarting your gateway may only provide a temporary fix for your issue. Check the following section for additional troubleshooting steps.
Cables that are connected to your modem can impact the quality of internet signals before it even reaches your modem. To ensure your cables are properly connected and not damaged perform the following steps:
Ensure the power cable is securely plugged in to the modem/gateway.
The phone cable between the jack and modem should not be more than 3 meters (10 feet). If the phone cable is damaged or longer than 3 meters, replace the phone cable.
For any wired devices, ensure that the network cable is properly connected and not damaged.
Devices: If you have an older device or a device with outdated drivers, you can update the drivers. Contact your device manufacturer for more details
Virtual Private Network (VPN): You may experience a slower Internet speed if you have a VPN enabled. Try turning it off, then run another speed test to check for improvements
Pause download/upload: You may experience slower Internet speeds with many file uploads/downloads or videos streaming at the same time. Uploading files to a cloud based service can also slow down a connection. It is thus recommended to schedule these after business hours
Time of day: Some parts of the day may involve more people in your office using the Internet, streaming, or downloading/uploading files at the same time
Websites: If you're only experiencing slow speeds while browsing a specific website, the problem is likely with the site and not your Internet. It could be that the website is experiencing technical issues. Try checking back at a later time
Note: If you use the Internet to stream HD/4K video, to download large files or to use on back-up services, you may need a plan that delivers higher speeds. To inquire about a speed upgrade, you can submit a request from My TELUS or by contacting us. Please speak to the billing department if calling in.
If you find you are still experiencing issues with your Internet speed, please contact us for further assistance.
