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Troubleshooting - Internet

1. Cable Modem Troubleshooting
2. Internet Troubleshooting
3. Report an Issue Tab


1. Cable Modem Troubleshooting

If your cable modem does not operate as expected, try these tips:

  1. Make sure all cable connections are tight. If connections become loose, you will not be able to send or receive data. Secure the connection.

  2. Make sure all your cables are plugged into the correct sockets.

  3. Check to see if your modem is connected to the ImOn network. Look at your cable modem and confirm that the PC/Online light is solid green. If the light is green and is not blinking, unplug the modem's power cord, wait 30 seconds, and plug it back in.

  4. If you have a wireless router, unplug it for 30 seconds and plug it back in. If the router is still not working, this means there is a problem with your router. Disconnect the router and run the connection directly from the modem to the computer. Contact the router manufacturer for assistance.

  5. If you still  have questions, contact ImOn Customer Care at 319-298-6484.

2. Internet Troubleshooting

If you are experiencing a slow connection and download speeds, there may be many reasons for this. Please consider the following:

  1. Your Computer: The age and overall performance of your computer may be a factor. Also be aware that malware, spyware, and viruses can slow your computer down. Make sure you have some kind of software on your computer to protect yourself from these threats. ImOn TechHome is a desktop security software that can provide essential protection for your computer.

  2. Wireless Routers: If you are utilizing a wireless router to create a Wi-Fi network within your home the quality and performance of the router may also be affecting your Internet speeds and connections. Be sure your wireless network is locked down so you are not sharing your connection with neighbors who are unauthorized and using your network without your permission. Click here for more information about locking down your router. While Wi-Fi may feel like the future, wired network connections still have a lot of advantages. If you want a more reliable connection with faster speed and no interference problems, a wired network connection is still the most reliable option out there. If you want the convenience of having a Wi-Fi connection here are a few tips for boosting your Wi-Fi signal

  3. Placement of Modem and Router: Where you put your modem and router can also greatly affect the strength of your signal and coverage area. Modems and routers placed on top of your PC tower, near an electrical outlet, or next to wires (including networking, telephone line and cable lines) can cause the speed of your Internet connection to be slow. This is due to interference from the other devices. You can also experience interference from other wireless networks in the area and some household appliances like cordless phones, baby monitors, and microwaves. 

  4. Number of Connections: The number of individuals in your area using the Internet at the same time as you can also affect your Internet speed. If you have multiple computers or devices (game systems, cell phones, tablets, etc.) accessing the Internet at the same time, this can cause speed issues as the bandwidth is shared between those devices. Also, the day or time of day can also affect the overall speed of the Internet. Times when people are at home, e.g. home from work or school (after 3 PM) or weekends (Saturday and Sunday), are often slower times. Sites like Internet Traffic Report reports the flow of data around the world. This site can give you a rough idea of busy times.

  5. Bandwidth Consumption/Internet Speed: First off, when we refer to Internet speed we are talking about bandwidth, or the amount of data that can be transferred over an Internet connection per second. For example, with a 30Mb Internet speed you can download up to 30Mb of data per second. It is important to know that bandwidth is a finite number for each Internet connection. When several people or devices are using a single Internet connection, the bandwidth is shared among them. That means lower bandwidth is being assigned to each device, resulting in slower Internet speed on each device. The more people, laptops, tablets, game consoles, and smartphones you have in your household, the higher the Internet speed and bandwidth you will need. At ImOn, we provide an easy way to help you figure out what Internet speed is right for the needs of your family. Just CLICK HERE to go to the new ImOn Speed Analyzer. Then answer 4 easy questions about your Internet habits and usage. The ImOn Speed Analyzer will recommend the best Internet speed for your needs. That way you get the Internet speed you need based on the number of people and devices you have in your home, but aren’t paying for something you don’t need or won’t use.

  6. Malware, Spyware, and Viruses: Sometimes the files you download from the Internet, especially those from a peer-to-peer network, can contain harmful software that can slow your Internet connection, as well as your entire computer.

  7. The Website you are visiting: The composition of the website you are visiting, including text, images, and videos, makes a difference on how fast your Internet speed appears to be. A website composed of mainly text loads faster than a website, such as YouTube, which is mostly pictures and movies. You may also have too many programs, games, or windows running on your computer at one time, which will slow down your computer and Internet speed. 

    If it is not a problem with your router, go online to SpeedTest.ImOn.net. Follow the instructions on the web page. Your Latency Test and Packet Loss Test should be 0%. The results of your speed test depend on what ImOn Internet package you have.

Other possible issues:

  • There may be a virus or spyware on your computer. To resolve this issue, purchase a spyware remover like ImOn's SecureIT program.

  • You may have too many programs, games, or windows running on your compter at one time.

  • You may have a download happening that is slowing down the computer.

  • If you have an older computer/router or outdated browser software, this can also cause speed issues.

  • If you have multiple computers or devices (game systems, etc.) accessing the Internet at the same time, this can cause speed issues as the bandwidth is shared between those devices.

3. 'Report an Issue' Tab

For your convenience, we have created a new online tool that allows you to report trouble issues directly to ImOn. Select the 'Report an Issue' tab in the upper right hand corner, or by clicking here. Complete the form according to what service you're having trouble with and provide us details regarding your issue. This information will help ImOn expedite troubleshooting and resolution of service issues.

ImOn_Color_Main_Survey.jpgStill no luck? Contact ImOn by calling 319-298-6484 or emailing Support@ImOn.net.

We'll be happy to help.