Cleanse, Tone, Defrag: Internet Connectivity Issues
Perhaps one of the most infuriating tech issues you can have the misfortune of encountering is when the Internet is down. It invokes a certain panic and hysteria that transforms even the most level headed user into a profanity spouting, “woe is me” angst monkey. Of course, this only seems to occur at that time when you need to check and or order something, and as a result of your rage, you feel compelled to vent via a Facebook status update, and then you remember your Internet is down.
More of often that not, Internet issues can be traced back to your provider either having a wonky day somewhere between their service and your computer, or routine line maintenance. However, some of the time, the issue can be on the users’ end; and even if it’s not, it’s always best to try these steps at rectifying the problem before you contact your ISP. Doing so, you can at least eliminate that line of enquiry and tell them upfront so troubleshooting can proceed unimpeded so you have get to resolution, hopefully, a lot faster.
Service Status
Many ISP’s have a section on their website where they list any problems that they’re currently experiencing. Granted, yes, first you need Internet access in order to check such a page, but if you’ve got a terrible connection and it’ll take half an hour to load, then let it take an half hour to load. If not, fortunately many of us now have Internet access on our phones via 3G, and in some cases, are sprightlier than the akin 56K broadband you’re having trouble with. I mention this as viable option simply because if you can find out for definite that there is a problem, it saves a lot of grief on your part.
Worst that no Internet, is slow Internet. Watching that eggtimer and halo futility spin, mocking you with each rotation as you see the glimmer of a page element load slower than a snail on anti-depressants, is not pleasant. Your first port of call? Running a speedtest. We all know that we don’t get the actual speeds of the broadband service we subscribe too. It’s always “up to xMb”, so don’t expect to ever see the results of the test to be near the top premium, but if it’s perishingly low, then obviously yeah, you’ve got a problem. Being able to tell the rep you speak to the actual amount your receiving will again help along proceedings and give them a rough indication of what you’re experiencing. For best results, run a speedtest three times in a single day – morning, afternoon and evening – to get a median result.
Power cycle
I mentioned this one previously in another how-to article, but it’s worth saying again. Power cycling can be a god send of a remedy for a whole host of problems, but where it really shines is in rebooting the Internet. Basically – shut down and turn off hardware in order, going so far as to physically unplug each time from one another and from the mains. Once everything is disconnected, wait a few minutes, and then re-plug everything in reverse order and power up as normal again. This method flushes settings and the like and will normally solve Internet connectivity issues if they’re modem/router related.
Ping
No, not that locked down abomination of a social network on iTunes. Ping is a command line network admin utility embedded into operating systems used to test connectivity between your computer and a host (i.e. a website). Remind you of sonar echoes that submarines send out? Yep, that’s ‘cus where the name comes from.
When you speak to a rep from your ISP, sometimes you’ll be asked to perform a Ping test. Now, if you do this before hand, not only will you get props but you’ll save your time and the reps’ and they’ll appreciate that (or should) and know that you’re not just any old Tom, Dick or Harry.
For Windows users, go Start>Accessories>Command Prompt, and then enter the following:
ping www.xxx.xxx
For OSX users, go Applications>Utilities>Terminal, and then enter the following:
ping www.xxx.xxx
Ideally you’ll want to ping a host in your country, and for us of the British persuasion, you’ll be asked to ping www.bbc.co.uk; so, you know, just substitute the “xxx”’s to that of an actual website address.
When you hit return, the ping will run and present you will about nine lines of code. Don’t worry if most of it goes over your head, all you need to look out for is whether the “request timed out”. If it does that for four lines, then none of your connection is getting through and you’ve either got major Internet connectivity issues, or your ping request has been denied. If you get “request timed out” on some lines along with “reply from…”, then you’ve got problems.
Ideally, what you’re looking for is the packets details.
For a perfect connection, all lines will say “reply from” and the packet information should read:
Packets: Sent = 4, Received = 4, Lost =0 (0% loss).
If the results return will anything else, it’s the percentage loss that you want to know and tell the rep.
“Cleanse, Tone, Defrag” is a weekly column dedicated to bringing you the best advice in staying ahead in the world of tech.
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