When troubleshooting slow speeds or unreachable websites, it is best if you can provide our support agents a ping and traceroute from your computer.
If possible, connect to ethernet instead of wireless before starting. When sending the data to our support team, consider sending as text instead of screenshots if you are able to.
Ping:
To perform a ping on windows, open the start menu, all programs, accessories, command prompt. On windows 10 you can simply search your start menu for command prompt. From the command prompt, type ping google.ca -n 50 . Replace google.ca with the site or service you are having difficulty connecting to.
To perform a ping on Mac, open Utilities then Network Utility. On the ping tab, enter google.ca and set the ping number to 50. Click ping.
Traceroute:
To perform a traceroute from windows, open the start menu, all programs, accessories, command prompt. On windows 10 you can simply search your start menu for command prompt. From the command prompt, type tracert google.ca . Replace google.ca with the site or service you are having difficulty connecting to.
To perform a traceroute on Mac, open Utilities, then Network Utility. On the route tab, enter google.ca, then click Trace.
