Troubleshooting

Before getting too involved with troubleshooting:

• Ensure all physical connections are secure.
• Someone could have accidentally:
  • Kicked the router or modem’s power cable
  • Pulled an Ethernet cable out of a socket

After these checks:

• Bypass your personal Wi-Fi router
• Plug the cable from your PST device (depending on what PST service you have) directly into a laptop or desktop computer that has an RJ-45 Ethernet cable port.

Here is a list of services PST offers and the devices you may be dealing with:

Fiber Service – Calix Optical Network Terminal (ONT)

Coax Service – Arris Cable Modem

Ubiquiti Wireless Service – Ubiquiti Power-Over-Ethernet Device (POE)

1 of the first things to try when your connection doesn’t seem to be working properly is the ping command.

How to Run a Ping Test

• Open a Command Prompt window from your Start menu.
• Run 1 of the following commands:
  • ping google.com
  • ping 8.8.8.8

What It Does

This command sends several packets to the address you specify. The web server responds to each packet it receives.

• If you see 0% packet loss, and the time for each packet is fairly low, your connection is healthy.
• If you see packet loss, it indicates a network problem.
• If some packets take much longer to respond, that also signals a problem.

The issue could be with:

• The website itself (unlikely if it happens across multiple sites)
• Your PST service
• Your own network or router

Note: Some websites never respond to pings — for example, ping microsoft.com will never result in any responses.

Network Configuration

PST’s network configuration allows 1 public DHCP IP address per customer.

• Misconfiguration of the customer’s router or addition of a switch/hub can cause one customer to get multiple public IP addresses, which can have an adverse effect on our network.
• By using our service, you agree to:
  • Plug our cable only into the WAN/Internet port on your router
  • Ensure your router is set up in Router mode, not Access Point Mode

Proper Setup

Routers and wireless routers enable you to share your broadband connection with multiple devices.

To do this:

1. Connect your broadband modem to the router.
   • For best results, place the router near the modem.
2. Connect the router and modem with an Ethernet cable.
   • Most routers include one in the box.
3. Connect the modem to the WAN/Internet port on your router.
   • It’s usually offset or a different color from the LAN ports.
4. Connect your devices (computers, gaming consoles, TVs, etc.) with CAT 5 or better Ethernet cables for:
   • A more stable connection
   • Faster speeds
   • No additional configuration required

For additional router configuration questions or troubleshooting, please refer to your router manufacturer.

If only one computer on your network is having issues, it’s likely a software problem.

Possible causes include:

• Virus or malware
• Browser-related issue
• Misconfigured firewall

Try the following:

• Run an antivirus scan.
• Install a different browser and test the website there.

Here are the most common reasons for slow speeds on your PST internet connection:

• Using more bandwidth than you have available
• Improperly configured or complex internal network
• Outdated equipment (routers, PCs, phones, tablets, etc.)
• Bandwidth-heavy devices or activities:
  • Gaming systems
  • 4K televisions
  • Security cameras
  • Torrents or other bandwidth hogs
• Wi-Fi signal strength not sufficient to provide advertised speeds

How to Test Your Speed

• Visit a speed test site after bypassing your wireless router to ensure the most accurate results.