When reporting a failure on your internet service, please, send us the results of the following tests to speed-up the repair time:
1. Photos of your modem
2. Speed test (Click the link)
- Wifi
- Coneceted to modem directly
3. PING
4. TRACEROUTE
How to do a Speedtest
1° Enter www.speedtest.net
2° Click GO button
Image 1: Speedtest button
3° Wait until the three test finish running (PING, Download and Upload)
4° Sen us a screen shot of your results, as shown in the image below:
Image 2: Speedtest results' screenshot example
How to do a PING test
WINDOWS:
1° Access the app: System Symbol (you can search the letters "cmd" on the search bar)
Imagen 3: System Symbol app
2° A black screen will apear, write here: ping 8.8.8.8 and press ENTER key as shown below:
Image 4: CMD Screen
3° Wait for the test to run.
4° Send us a Screenshot of your results as shown on the image below:
Image 5: PING test screenshot example
MAC:
1° Search on Spotlight: Network Utility, the next screen will pop-up.
Imagen 6: Network utility
2° Enter the PING tab
3° write in the first box: 8.8.8.8
4° Select "Send only" option and enter the number 10
5° Press PING button
6° Send us a screenshot of your results
How to do a TRACEROUTE test?
WINDOWS:
1° Access the app: System Symbol (you can search the letters "cmd" on the search bar)
Image 7: System Symbol app
2° A black screen will apear, write here: tracert 8.8.8.8 and press ENTER key as shown in the image below:
Image 8: CMD Screen
3° Wait for the test to run.
4° Send us a screenshot of the test results as shown in the image below:
Image 9: Traceroute test screenshot example
MAC:
1° Search on Spotlight: Network Utility, the next screen will pop-up.
2° Select Traceroute tab.
3° Write on the first box: 8.8.8.8
4° Press "Trace" button.
5° Send us a screenshot of your tests results.