Support & Troubleshooting
I'm the person who actually figures out what's wrong. Start here to understand your problem — then reach out to get it fixed.
WiFi vs. Internet — Know the Difference
This is the most important thing to understand. The fix is completely different depending on which one is the problem.
Signs:
- →Fast in one room, slow in another
- →Some devices connect, others don't
- →Signal drops when you move around
- →Wired connection is fast, wireless is slow
- →Router is in a closet or cabinet
Typical Fix
Router placement, mesh system, or access point installation.
Signs:
- →Slow even when plugged directly into the modem
- →Slow at the same time every day (peak hours)
- →Your neighbors have the same problem
- →Speed test shows less than you're paying for
- →ISP has outages in your area
Typical Fix
Document the issue and contact your ISP. I can help you build the case.
Signs:
- →Router is 3+ years old
- →Modem provided by your ISP years ago
- →Random reboots or overheating
- →Can't connect more than a few devices
- →Firmware hasn't been updated
Typical Fix
Equipment upgrade or configuration fix. I recommend exactly what to get — no markups.
Common Causes of Slow Internet
Most problems come down to one of these six things.
Router Placement
Your router should be centrally located, elevated, and away from walls, metal objects, and appliances. Most people put it in the worst possible spot.
Interference
Microwaves, baby monitors, neighboring WiFi networks, and cordless phones all compete on the same frequencies. Channel congestion is real.
Device Overload
10 phones, 3 TVs, 2 laptops, a Ring camera, and a smart thermostat — most consumer routers can't handle that load efficiently.
Outdated Equipment
A 5-year-old router running WiFi 5 can't keep up with modern devices. Sometimes the fix is just an upgrade.
ISP Throttling
Some providers slow down your connection during peak hours or after you hit a data threshold. Speed tests at different times reveal this.
DNS Configuration
Your DNS server affects how fast websites load. Default ISP DNS is often slow. A simple change can make a noticeable difference.
5-Step Self Diagnostic
Run through these before you call. It helps me help you faster.
Run a wired speed test
Plug your laptop directly into the router with an ethernet cable. Run a speed test at fast.com. This tells you what your router is actually getting from your ISP.
Run a WiFi speed test
Now run the same test on WiFi from the same location. Compare the two numbers. If wired is fast and WiFi is slow, the problem is your WiFi setup.
Test from multiple locations
Run a WiFi test in different rooms. If speed drops significantly in certain areas, you have dead zones that need to be addressed.
Check your equipment
How old is your router? Is it the one your ISP gave you? Is it in a closet or behind furniture? These factors matter more than most people realize.
Note the details
Write down your ISP, plan speed, router model, and the results from your tests. This information helps me diagnose faster when you reach out.
When to Call a Professional
If any of these apply, it's time to get a real diagnosis — not another round of guessing.
✓ You've tried restarting everything and it didn't help
✓ Your wired speed is significantly less than what you're paying for
✓ You have dead zones that no amount of router moving has fixed
✓ Your Starlink is installed but performance is inconsistent
✓ You need coverage in a shop, barn, or outbuilding
✓ Your business depends on reliable internet and it's not reliable
✓ You've bought new equipment and it didn't solve the problem
✓ You're not sure if the problem is your ISP or your setup
Submit a Support Request
Describe your problem in detail below. The more information you provide, the faster I can help. I usually respond within two hours when available.