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When it comes to troubleshooting slow speeds there are a lot of variables involved & it can take time to resolve the exact issue.

That said, a lot of times slow speeds are typically caused by something internal, such as a low-quality wireless router, bad ethernet cord, too many devices using the connection & not enough speed to go around, etc. 

One of the quickest ways to eliminate most of these concerns is to directly connect to your cable modem with an ethernet cord. 

We ask you to bypass the router completely & plug right into the modem before running a couple speed tests to get an average result. 

Keep in mind, when you do a speed test with the wireless router connected you will face lower results on your speed test due to multiple devices using the connection. So, you may not be experiencing slow speeds at all, but rather lower speed test results due to your devices using the service as intended.  This is why it is important to by-pass the router for troubleshooting purposes. 

Here are some steps you can take to troubleshoot your connection on your own if you feel comfortable (These are also some of the same steps we will take should you call in the support line as well)

Step 1. Confirm Speed Results with a Direct Connection

We recommend a direct connection to the modem. This can be done by connecting your laptop/computer directly into the modem with an ethernet cable. These cables are provided on modems purchased and / or loaned by us.

Once connected via hardwire connection. Please open your browser and visit the below link. https://getus.speedtestcustom.com

Run the speed test 3-5 times to get an average speed that you are seeing

Step 2. Verify Wireless Speeds and Channels

Wireless can be great, although can also be the source of slow speeds. The same wireless channels being used by you, may also be used by your neighbors which may be the culprit for the slow speeds.

How to Change the Wireless Channel on your CGN Hitron Wireless

1. Open a web browser such as Internet Explorer, Chrome, or Safari.
2. Type http://192.168.0.1 and then press Enter on your keyboard.
3. If you haven't changed the admin username and password of your modem/router from their default values, enter cusadmin into the username field and input the password “password”. If you have changed these values, enter your custom administrative credentials.
4. Click Login.
5. Click Wireless on the left hand side of the page.
6. Locate “Channel” found on the “Basic Settings” Tab, by default in most cases this is set to 7.
7. Set the Channel field to your desired channel by clicking on the dropdown box then clicking on your desired channel's number.
8. Click on the Apply button found at the bottom of the page.

Congratulations, you've changed your wireless channel!

Note. The modem/router may reboot. Please allow upto. 2 minutes for the service to come back online.

How to Change the Wireless Channel on your D-Link Router

1. Open a web browser such as Internet Explorer, Chrome, or Safari.
2. Erase whatever is in the address bar.
3. Type http://192.168.0.1 OR http://dlinkrouter/ OR http://dlinkrouter.local/ into the address bar and then press Enter on your keyboard.
4. If you haven't changed the admin username and password of your router from their default values, enter Admin into the username field and leave the password blank. If you have changed these values, enter your custom administrative credentials.
5. Click Login.
6. Click on the Setup tab which can be found at the top of the configuration page.
7. Click on the Wireless Settings button on the left side of the screen.
8. Click on Manual Wireless Network Setup.
9. Disable Enable Auto Channel Scan by unchecking the associated box.
10. Select your desired channel from the drop-down menu.
11. Click Save Settings to save your changes.

Congratulations, you've changed your wireless channel!

How to Change the Wireless Channel on your TP-Link Router

1. Open a web browser such as Internet Explorer, Chrome, or Safari.
2. Erase whatever is in the address bar.
3. Type http://192.168.1.1 OR http://tplinklogin.net into the address bar and then press Enter on your keyboard.
4. If you haven't changed the admin username and password of your router from their default values, enter admin into both the username and password fields. If you have changed these values, enter your custom administrative credentials.
5. Click OK to login the web page.
6. Click on Wireless in the menu on the left hand side of the screen.
7. In the Wireless sub-menu, select Wireless Settings.
8. Set the Channel field to your desired channel by clicking on the dropdown box then clicking on your desired channel's number.
9. Click on the Apply/Save button found at the bottom of the page.

Congratulations, you've changed your wireless channel!

How to Change the Wireless Channel on your Cisco/Linksys Router

1. Open a web browser such as Internet Explorer, Chrome, or Safari.
2. Erase whatever is in the address bar.
3. Type http://192.168.1.1 into the address bar and then press Enter on your keyboard.
4. If you haven't changed the admin username and password of your router from their default values, enter admin into both the username and password fields. If you have changed these values, enter your custom administrative credentials.
5. Click on the Wireless tab which can be found at the top of the page.
6. Click on the Basic Wireless Settings tab which should now be visible just below the Wireless tab.
7. In the Configuration View section, click on the Manual radio button (this step may not be necessary on some models.)
8. Set the Channel field to your desired channel by clicking on the dropdown box then clicking on your desired channel's number.
9. Click on the Apply/Save button found at the bottom of the page.

Congratulations, you've changed your wireless channel!

If you do not see improvements on your wireless speeds, we recommend trying again with a different channel with repeating the steps above. Alternatively, 5Ghz Wireless Routers are available at most local retailers from $49CAD, these may allow a stronger signal penetration where walls, objects or distance from the modem / router may be a factor.

We’re happy to help and hope this article helps bring clarity on getting the most out of your internet service with us. If we can be of any help, please do not hesitate to speak with an agent for assistance.