Improving Your Internet Connection

Internet troubleshooting tools and tips

Learn more about factors that affect connectivity and how to troubleshoot issues.

Troubleshooting tools

You can sign in to My Account, the My TWC® app, or use the Ask Spectrum tool above to check if your area is experiencing a service outage and to troubleshoot your equipment's connectivity.

Internet speed expectations

Spectrum offers faster Internet service than most of our competitors. Although Spectrum offers speeds up to 940 Mbps*, most devices do not support speeds the speeds delivered by the service. Many factors can affect speed performance, including the age of the device, existing software, and any viruses or malware.

Minimum System Requirements

  • Operating system: Windows 7 or later
  • Network Capability:
    • A wired connection requires a Cat 5e or higher Ethernet cable. Use a wired connection to test your Internet speed.
    • WiFi requires an 802.11 N router for speeds up to 300 Mbps. Speeds higher than 300 Mbps require an 802.11 AC router.
    • 1,000 Mbps (1 Gbps) full duplex Network Interface Card (NIC).
  • Browser: Newest version of Google Chrome, Mozilla Firefox, Internet Explorer or Microsoft Edge
  • Operating system: OS X 10.6 or a later version of MacOS
  • Network Capability:
    • A wired connection requires a Cat 5e or higher Ethernet cable. Use a wired connection to test your Internet speed.
    • WiFi requires an 802.11 N router for speeds up to 300 Mbps. Speeds higher than 300 Mbps require an 802.11 AC router.
    • 1,000 Mbps (1 Gbps) full duplex Network Interface Card (NIC).
  • Browser: Newest version of Safari, Google Chrome or Mozilla Firefox

Mobile Devices

Every device has its own speed limitation. When devices are on a shared WiFi network, the speed capability is shared across all devices. When testing your Internet speed, remember that every connected device uses some of your speed capability.

Wireless vs. Wired Speed Expectations

A wireless network can introduce speed limitations, not to mention any limitations of the wireless device you’re using. You should always test your speed first using a wired device, such as a computer connected to the modem with a Cat 5e or higher Ethernet cable.

If it’s not possible to test your speed with a wired connection, you can download an app to test your speed over wireless.

Benefits of In-home WiFi

With In-home WiFi, a high performance router is included. It’s capable of consistently delivering both excellent speed and range, and is updated with the latest firmware and security. In-home WiFi supports existing WiFi-enabled devices in the home and all newer WiFi-enabled devices on 2.4G and 5Ghz frequencies.

When you have In-home WiFi, you also get 24 x 7 technical support. You can contact us any time to assist with connection issues.

* Available Internet speeds may vary by address.

Optimizing a Speed Test

How to Run a Speed Test

  • You’ll want to run the test on a computer that’s connected to your modem by an Ethernet cable.
    • Cat 5e or higher Ethernet cable is required to ensure your wiring isn’t limiting your speed. That designation is often printed on the cable itself, along with other specifications. Cat 5e has been around since 2001, so it’s unlikely you’re using an older cable.
  • Speed is shared across all devices in the home, so disconnect other devices from your network.
  • Use the latest version of Mozilla Firefox, Internet Explorer, Google Chrome or Safari.
  • Verify the latest version of Adobe Flash Player is installed on your computer.
  • You might need to enable Flash on the Speed Test page. For example, to enable Flash in Chrome:
    1. If you go to the speed test tool and see a message stating that Flash is required, in the address bar click Secure, and for Flash, select Always allow on this site.
    2. Refresh your browser, wait a few moments, and the speed test will be displayed instead of the message.

Troubleshooting Internet Speeds

To achieve the best speeds possible:

  • Check your Internet browser’s settings to ensure you’re using the latest version.
  • Restart your computer on a regular basis.
  • Clear your browser’s cache and history.
  • On your computer, verify Power Save mode is OFF.

If you’re still experiencing issues with slow Internet speeds, follow the steps below to troubleshoot the problem.

Checking for Other Common Problems

Check to see whether your area is experiencing an outage using My Account or the My TWC® app.

The following conditions can also affect connection speeds. See if any apply to you:

  • File-Sharing Programs: File-sharing programs like BitTorrent constantly upload and download huge amounts of data, which can contribute to slow connection speeds.
  • Viruses/Adware/Malware: To check your computer for harmful software, download Security Suite.
  • Firewalls: A firewall monitors all network traffic on your computer, so a strict firewall can contribute to slow internet speeds. Try resetting your firewall to its default settings.
  • Low Available System Memory (RAM): Closing non-essential applications can increase your computer’s performance. You may also consider upgrading your computer’s RAM.

Troubleshooting Services Online

If you haven’t already, use our troubleshooting tool to check your equipment status and refresh your modem, which can resolve many common Internet issues.

  1. Sign in to My Account.
  2. Under Activate and Troubleshoot Services, select the Troubleshoot tab.
  3. Next to “What service are you having an issue with?” choose Internet. Your equipment is displayed, along with its connection status.
  4. Under “What do you need help with?” select your issue and follow the troubleshooting steps.

Securing Your WiFi Network

To ensure unauthorized users aren’t accessing your WiFi connection:

  • Make sure your WiFi network is set up using WPA or WEP security.

    Note: Spectrum WiFi security defaults to WPA2, the most current WiFi security standards. Older security standards to support older WiFi devices are discouraged for security reasons and significant slowing to the entire WiFi network.

  • Do not use an easy-to-guess WiFi password like password or 1234.

Rebooting Your Modem and Router

  1. Shut down your computer.
  2. Unplug the power cord from the back of the modem. If you have Voice service with Battery Backup, remove the battery.
  3. Unplug the power cord from the router (Skip this step if you have a gateway).
  4. Wait 30 seconds, reinsert the battery if applicable, and reconnect the modem power cord.
  5. Wait two minutes to allow the modem to connect. The modem connection lights will be solid.
  6. Reconnect the power to the router.
  7. Wait two minutes to allow the router to connect.
  8. Turn on your computer.
  9. Ensure your computer or connected device is connected to the WiFi signal of your router.
  10. Attempt to surf to two web pages to verify that you’re connected to the Internet.

Restarting Your Device

Restart your computer or power your mobile device off and on to ensure your Internet speed is not being limited by too many open programs or apps and that the operating system is at its best.

If you continue to experience slow speeds, contact us for help.