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Top 7 Causes of for a Slow Internet Connection

Tuesday, February 15th, 2011

Here are the most frequent causes of a slow Internet connections:

1. Faulty electrical connection near Internet modem/router. Faulty electrical connections can be caused by bad cabling and loose connections. If it’s a cable modem, the modem must be attached to the first cable split and preferably the connection with the greatest signal level. If it’s a DSL circuit, no other cables should attach to the circuit between the telephone company box and the DSL splitter.

2. DSL circuit frequency interference. If it’s a DSL circuit, interference from other circuits in the telephone company’s cable bundle can cause packet loss, latency and outages. T1 circuits are prone for causing problems. T1 circuits installed in neighbors’ offices can interfere with DSL.

3. Interference from WiFi radio in Internet Modem/Router. Some Internet companies supply modems and routers with built-in WiFi access point capabilities. The built-in access point can be convenient, but it can play havoc with the modem/router itself. WiFi operates in the 2.4 Ghz frequency range. That is the same for many cordless phones and microwaves. Using any 2.4 Ghz device in close proximity to the WiFi enabled modem/router can overload the receive side of a WiFi radio and could cause many problems including device resets. This is true even if the WiFi is not being used as long as the radio is turned on. Make sure the WiFi radio is turned off in software programming for any Internet modem/router. If WiFi is needed, install a stand alone access point.

4. Virus, Worm or Trojan on a PC. Viruses, worms and Trojans can do more than just slow down a PC, they can slow down an entire network. Depending on what they are doing, they can be sending out significant network traffic that can slow down an internal network and give the appearance that the Internet is slow. They can also be sending traffic out to the Internet which would indeed slow down the Internet because they are consuming such a large quantity of bandwidth. It is wise to check PCs for malware anytime a network is slow for no apparent reason.

5. Quality of Service (QoS) Parameters Are Not Set Appropriately for the Available Internet Speed. When Voice over Internet Protocol (VoIP) is being used as well as other realtime data applications, many companies install/program QoS parameters into their Internet routers. One field in the configuration is the amount of available bandwidth. The router must know this in order to know when it is time to employ packet prioritization. It also means that the router will not pass through any more bandwidth then this availability setting even if more is available. If QoS settings are active in router configurations, make sure they are appropriate for the available bandwidth.

6. Congested ISP. ISPs frequently become congested during heavy traffic and sometimes during normal traffic use. Congestion can also happen between routers in their network and are especially prevalent in meet points between two ISPs. Detecting ISP congestion requires monitoring the Internet circuit with an ISP Packet Loss and Delay Test Tool. If the problem is intermittent, then the tool must monitor over an extended period of time such as several days or even a week.

7. ISP Not Delivering Promised Speed. Unless the Internet connection is a fixed circuit such as a T1, the delivered bandwidth from an ISP can vary throughout the day. Typically, the varied rate is due to congestion but it can be other factors as well. Still the rate can frequently be below the expected bandwidth. Speed tests can help determine the delivered bandwidth at a precise moment in time. Be careful, as speed tests results can frequently be misleading and they measure only what is happening at one moment versus an extended period of time.

If you are connected to the Internet but it is not performing as it should, the first step is to start a ISP Packet Loss and Delay Test on the IP address. This test will determine whether the problem is predominantly in or around the home/office of the IP address or somewhere within the ISP.

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Posted in DSL Modem, Internet, Internet Testing Tools, ISP, QoS, VoIP, WiFi | 1 Comment »

Simple Troubleshooting for Your Broadband Internet Connection

Friday, February 4th, 2011

Old models of the Internet suggest that 5% packet loss was acceptable. Typical applications that are sending and receiving e-mails, browsing websites and downloading files may not have trouble on Internet connections with no more than 5% loss. However, real-time applications like Voice over Internet Protocol (VoIP), streaming video and online gaming are likely to experience difficulty with packet loss greater than 0.1%.

Packet loss will cause VoIP calls to have choppy, broken, robotic and distorted voice quality and may disconnect calls in progress. Streaming video may frequently pause, experience pixilation or take too long to download. Online gamers may suffer lag, stuttering and disconnects from gaming servers.

Packet loss may be caused by the computer, the Internet Service Provider (ISP) and anything in between. To solve the problem, the source of packet loss must first be found. This article is written to help the typical user locate the source.

Basic Troubleshooting Concepts

Expert troubleshooters systematically eliminate potential areas of trouble until the source is identified. For the performance problems discussed above, divide the Internet logically into three areas: 1) the ISP including the broadband modem/router; 2) the Local Area Network (LAN) which includes routers, switches and cabling inside the house or office; and 3) the computer. Now the goal is to determine which area produces the packet loss. Sometimes to learn the area producing the packet loss, areas that are not producing packet loss must be eliminated until only one area is left.

There is no correct order to eliminating each area. Usually, the areas that are the most suspicious or the easiest to eliminate are tested first. For purposes of a different IP endpoint other than a computer such as a VoIP telephone or an Internet TV, the IP endpoint is the 3rd logical area.

Testing the ISP and Internet Modem

This Packet Loss Test will determine whether the ISP and Internet modem may be the source of the problem. If it finds significant packet loss or latency at the IP address of the Internet modem, then the problem is between the last node of the ISP and the Internet modem. Before calling the ISP, check to make sure the modem is properly vented and any integrated wireless access point is turned off. Also, inspect all cables and connectors. Rebooting the modem is always a good idea. For cable modems, check the Signal Noise Ratio or SNR. For DSL modems, check the SNR and attenuation.

Is the Problem in the LAN?

To eliminate the LAN as the potential source, connect the PC directly into the Internet modem and test the application. If that solves the problem, then the LAN is the source. Start putting switches and routers back into service while testing the application each step of the way. When the problem returns, the source of the issue will be what just went back into service. It is important to remember that the source can be cables, jacks and/or connectors.

If the problem was not solved by plugging directly into the Internet modem, then the LAN has been eliminated as the source of trouble.

Is the Computer the Problem?

Eliminating the computer as the source of lost packets can be as simple as finding another PC on the same network and connected to the Internet in a similar fashion. Does it experience the same problem? If so, then the problem is something in common to both. If it does not experience the same problem, then the issue is with the computer or something unique to its connection to the Internet such as cable, connector or Ethernet switch port. Tech Support Forums offers the ability to describe problems in detail and get knowledgeable help for free on PC related matters.

If another computer is not available for this test, then the computer could be taken to another network to test the application. If neither of these actions are feasible, then eliminate the other areas first.

Drawing a Conclusion

Once 2 of the 3 areas have been eliminated, the problem is likely in the 3rd. If it is possible, test that assumption before hours are spent focused in the wrong area. Internet trouble can be particularly frustrating because of the many pieces required for proper operation, gaps in knowledge and faceless ISPs. However, most Internet problems can be solved with patience and perseverance.

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Posted in Internet, Internet Testing Tools, SNR | No Comments »

Broadband Competition Will Solve Net Neutrality Better than the FCC

Thursday, January 27th, 2011

Net Neutrality is commonly misunderstood. However, it could easily affect our society for generations to come considering the widespread use of the Internet and the innovations that it fosters. This article will briefly explain what Net Neutrality is, why the FCC is involved and better solutions for solving the problem.

Net Neutrality

The Internet has generally worked on a “First Come, First Serve” basis. Meaning, as information flows through the Internet, it is processed and forwarded in the order it was received. This gives every Internet user equal access to all applications and services on the Internet. For example, an Internet user may have a DSL Internet connection from AT&T and may use it to gain access to services from Vonage. Although Vonage is a competitor, AT&T’s network treats their packets of information just the same as they would treat packets from their own services.

The neutral Internet has provided opportunity for many innovative ideas and business models to grow and prosper. Equal access has allowed many of those ideas to begin with little or no funding. Facebook and Google are well-known examples. Facebook was started by Mark Zuckerman when he was a college student at Harvard and Google’s first servers were in a friend’s garage near Stanford.

Why the FCC is Involved

Some major Internet Service Providers (ISPs) have attempted to block or slow down traffic from web hosts the ISP did not want its customers to have access. Recent examples include Comcast requiring Level3 (host for Netflix) to pay for faster access to its customers and Metro PCS blocking traffic from Vonage and Skype. These practices have alarmed customers, industry professionals and web-based service providers especially when some ISPs have a monopoly or duopoly in certain areas that they serve. They may deny customers from accessing desired services, stifle ideas and prevent new and innovative business models from having a chance for success.

In an attempt to prevent these problems and keep the status quo of the Internet, the FCC passed a weak set of stipulations preventing land based ISPs from unnecessarily blocking or slowing down content and an even weaker set of stipulations for wireless ISPs. These actions are being challenged in court and Congress. The long term effects of the actions are in doubt especially with the government’s poor track record of solving problems with rules and regulations.

For the record, the FCC is not attempting to regulate the Internet. It is only attempting to limit ISPs from selectively blocking or slowing down access to legitimate web sites and services.

Competition Solves the Problem

The Net Neutrality debate exists because there is not enough competition in the broadband market. Corporations like Comcast and Verizon must maximize their profit and act in the best interest of their shareholders. Their list of priorities does not contain the idealistic goal of protecting an open Internet. This does not make them evil. It is just a fact. How can an open Internet be in sync with the responsibilities of Comcast and Verizon? That is simple. Competition.

Christopher Yoo, director of the University of Pennsylvania Law School Center for Technology, Innovation and Competition, agrees. He is quoted in PCWorld as saying the net neutrality debate is less important than spurring broadband competition and implementing the FCC’s national broadband plan, released last March. The net neutrality debates in recent years “probably generated much more attention than they deserved.” If broadband competition was “robust enough, all these issues would go away.”

Real time applications like Netflix, online gaming and VoIP (such as business Hosted PBX services) are rapidly becoming the most popular applications on the Internet. Could Verizon and Comcast block or slow down some of this content while going head-to-head against a competitor that does not? Not likely since losing revenue would not be maximizing their profit potential. And that would be far more effective than any regulation government could ever put in place.

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Posted in Hosted PBX, Internet, ISP | No Comments »

HostMyCalls Hosted PBX Internet DSL Modem Help Guide

Friday, January 7th, 2011

How to Troubleshoot the SNR and Attenuation of Your DSL Modem to Fix Your Broadband Internet Speed

DSL Internet circuits may experience problems due to a variety of reasons. Most are related to the individual end user’s connection. And most can be detected through a simple check of Sync speed, attenuation and Signal-to-noise ratio (SNR) statistics on the DSL modem. This article will explain why these parameters are important, how to check them and how to improve the values.

It is always advisable to run a packet loss test on any Internet connection before an improvement project starts. The packet loss test should confirm that there is trouble at the end user’s connection and that the Internet Service Provider’s (ISPs) network is not the source of the trouble. In addition, the packet loss test will provide baseline statistics to compare future results against.

Assuming a packet loss test has revealed trouble at the end user’s IP address, it is time to look at the DSL modem and examine it for trouble:

Signal-to-Noise Ratio

According to Wikipedia.org, “signal-to-noise ratio (SNR) is a measure used in science and engineering to quantify how much a signal has been corrupted by noise. It is defined as the ratio of signal power to the noise power corrupting the signal. A ratio higher than 1:1 indicates more signal than noise.”

An everyday example of SNR is listening to music in your car over road noise or other people talking. The louder the radio compared to the other noise in the car, the more clearly you hear the music. The same is true for the DSL modem “hearing” the signal transporting the Internet traffic. When the signal is loud compared to the noise, Internet communication happens at a faster speed with less packet loss. When the signal is not loud enough compared to the noise, speeds slow down causing latency. Packets may be lost or discarded, creating retransmissions of data packets and trouble with real-time applications such as Voice over Internet Protocol (VoIP) used by Vonage, Skype and Hosted PBX providers. In fact, any real-time application will suffer including video streaming from Netflix, Blockbuster and others or any type of online gaming.

DSL Parameter Values

The values to check in a DSL modem are Sync, Attenuation and Signal-to-Noise Ratio.

Sync is described in downstream and upstream and is the connection speed in each direction. Downstream is from the ISP to the modem. Upstream is from the modem to the ISP.

Attenuation is the loss of signal over distance. The db loss is not just dependent on distance. It also depends on cable type and gauge (which can differ over the length of the cable), the number and location of other connection points on the cable. Attenuation is listed with both downstream and upstream values.

20db and below = Outstanding
20db-30db = Excellent
30db-40db = Very Good
40db-50db = Good
50db-60db = Poor and may experience connectivity issues
60db and above = Bad and will experience connectivity issues

Like Sync and Attenuation, SNR has downstream and upstream measurements.

6db or below = Bad and will experience no line synchronization and frequent disconnections 7db-10db = Fair but does not leave much room for variances in conditions.
11db-20db = Good with little or no disconnection problems
20db-28db = Excellent
29db or above = Outstanding

SNR will sometimes be displayed in margin or SNRM. This is the difference between the current SNR value and the SNR that is required to keep a reliable circuit at the connection speed. If the SNRM is minimal, the circuit is more likely to suffer intermittent connection faults and slowdowns. High margins are required to prevent bursts of interference from causing connection losses. The target SNRM is usually 6db but could be as high as 12db.

Determining the Values of a DSL Modem

Many DSL modem configuration pages can be viewed at the internal address of 192.168.1.254. Refer to http://broadband.modemhelp.net/dsl_modem_info/index.shtml and look up the specific make and model of the DSL modem or the manufacturer’s manual. The website or the manufacturer’s manual will give the modem configuration page address. Simply plug the address in a web browser of a PC connected to the modem and the page should load. Remember, these values can fluctuate. If intermittent problems are experienced, the values should be checked when all is well and compared to the values when trouble is experienced.

Improving the DSL Modem’s Values

Cabling and connectors are the most common cause of DSL problems. Internal wiring can easily be eliminated by simply plugging the modem into the Network Interface Device (NID) and unplugging everything else. The NID is usually located outside on a house or in an equipment room for a business. If the values do not improve to acceptable levels then the problem is with the modem or the ISPs infrastructure. Here are some things to try and look for:

1. Replace the modem.
2. Have the ISP verify that there are no load taps or bridge coils in their cabling.
3. Have the ISP verify that there are no T1 circuits grouped in the cable bundle serving the DSL (not likely to apply to residential).
4. If problems seem to be weather related especially during rain, have the ISP inspect and bypass any weather worn cabling or find better cabling pairs.
5. If none of the above is successful, have the ISP change the ports on the DSLAM.

If plugging the modem into the NID improved the values, then the problem is in the internal wiring. Check for the following:

1. Cabling from NID to modem is in good condition without any cable splices.
2. All telephone devices pass through a DSL filter.
3. Telephone jacks are in good condition and connectors behind the wall plates are solidly connected.
4. If the modem is plugged into a DSL filter, replace the filter.
5. If none of above is successful, unplug all telephone devices from the wall except the modem and check its values. If the values are acceptable, start plugging the other telephone devices back into the wall one at a time. Check the values as each device is plugged into the jack. When the modem values change back to an unacceptable range, the culprit has been found.

In most cases, the problem has been corrected by one of the items above. If the ISP has been involved, persistence may be required until a technician is found with the knowledge or customer care to fix the issue. Keep in mind, almost all Internet problems can be solved with determination and perseverance.

Posted in DSL Modem, Hosted PBX, Internet, Internet Testing Tools, ISP, SNR | No Comments »

How to Solve VoIP Voice Quality Problems

Tuesday, November 16th, 2010

Voice over Internet Protocol (VoIP) has brought sweeping changes to the telecommunications industry. Consumers have used services such as Vonage and Skype to lower telephone bills and connect with loved ones around the world. Businesses have reaped far greater benefits from VoIP when they have installed IP enabled telephone systems and Hosted PBX services. Many have redesigned their operations around the use of VoIP reducing personnel, office space and overhead while improving customer service. (more…)

Posted in Hosted PBX, Hosted VoIP, Internet, Internet Testing Tools, ISP, QoS | No Comments »

A Better Way to Find VoIP Voice Quality Problems than a Speed Test

Wednesday, October 20th, 2010

Some Internet connections routinely have trouble caused by a vast array of factors. Speed tests are the most abundantly available Internet testing tool. If used properly, they can help determine whether the Internet Service Provider (ISP) is delivering the subscribed bandwidth. However, they are not designed to detect and locate trouble. If you are having problems with an Internet connection, there is a better way. (more…)

Posted in Hosted PBX, Internet, Internet Testing Tools, ISP | No Comments »

Free Internet Test Tool

Friday, September 10th, 2010

Internet Test ToolsThe wait is over. The online HostMyCalls™ ISP Test Tool is now live on the HostMyCalls website.  It is free to use.  It tests your IP packet loss and delay for each hop along the route your ISP uses during your selected time frame.  It will even report data for route changes if they occur during the test period.

You can find it here http://www.hostmycalls.com/tools/.  This online tool is unlike most that just give you a brief result of the route, speed or ping latency.

To help you understand how the tool works, view this page Interpreting the Results of the HostMyCalls Packet Loss and Delay Test

Frequently asked questions about the Internet Test Tool can be found here – FAQ’s

If you find this free resource useful, you are welcome to link back to it on your site.  Linking code is available on the tool’s page.  Your comments are also welcome.

Don’t forget we do offer premium business grade Hosted PBX service! Click Sales Inquiry to find out how we can solve your communication needs.

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Posted in Hosted PBX, Internet, Internet Testing Tools, ISP, QoS | 1 Comment »

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