Troubleshooting Slow Wi-Fi Speeds

Modified on Wed, 15 Oct at 12:18 PM

If a member reports slow internet speeds over Wi-Fi, this guide will walk you through the primary diagnostic steps to quickly determine the root cause, whether it's an isolated issue, a local Wi-Fi problem, or a wider network outage.

1. Verify Member Connection Status

The first step is to check basic connectivity and settings that often cause performance issues.

Action	Why This Matters
Check Network: Is the member connected to the correct network (Members/Company)?	Guests and Member networks are often throttled or have stricter firewall rules, causing slow speeds for work tasks.
Confirm Registration: Is the device properly registered?	Unregistered devices may be placed on a quarantined network, resulting in no connection.
Check for VPN: Is the member utilizing a VPN?	VPNs can significantly reduce throughput. Ask the member to temporarily disconnect from the VPN and retest their speed.
Check Privacy Settings: Are Randomized MAC Address and Limit IP Tracking disabled?	These features cause constant reconnections, interfering with network stability and performance.

2. Run a Speed Test for Diagnosis

Running a speed test on the affected device is the best way to quantify the performance issue. Ask the member to run a test at Speedtest by Ookla and share the results (Download, Upload, and Ping).

Compare Results

Test Result	Initial Diagnosis	Next Step
Good Results (e.g., >50 Mbps)	The issue is localized or device-specific. The network is functioning properly.	Ask the member to reboot their device completely. If the issue persists, try testing with a different known good device.
Poor Results (e.g., <10 Mbps)	The issue is likely the Wi-Fi signal, access point saturation, or a wider outage.	Proceed to Step 3 to determine the scope.

3. Evaluate Scope and Location

If the speed test confirms a slow connection, determine if the problem is affecting just one person or a larger group in the same area.

Check Affected Users: Ask if other members in the same office or adjacent offices are experiencing the same slowdown.
- Isolated Issue: If only one member is affected, the problem is likely their device, a weak signal due to their specific location, or a setting issue (refer back to Step 1).
- Widespread Issue: If multiple members nearby are affected, the problem is likely with the local Access Point (AP) due to saturation or failure.
Request Location: Note the office number or the nearest landmark of the affected area. This is critical for engineers to locate and check the associated AP and switch ports.
Test Wired Connection (If Possible): If a wired port is available, have a member test the speed using an Ethernet cable.
- Wired is Fast: The problem is isolated to the Wi-Fi signal/AP. Escalate with location, the MAC address, and speed test results.
- Wired is Slow: The problem is likely the local switch/network segment or a potential ISP outage. Escalate with location, the MAC address, and speed test results.