Discuss speed test results: Acceptable speed test results mean that no more troubleshooting is required, but the customer may need to be informed about their results.
1. We have checked the speed of your service and it's running at an acceptable speed. Sometimes if multiple devices are connected and using the internet at the same time it can restrict the speed on all devices.
2. To get the best results, we recommend connecting your devices via ethernet and to be aware of how many devices are being used at once and what type of services are being used. If you need to use services such as streaming and gaming, you may want to shut down other devices that aren't being used to prevent things like updates from impacting your speed.
If the customer would like information to improve their speed, you can recommend the following steps:
- Reboot your modem
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If connecting via WiFi:
- Relocate your modem to a more central location in your house
- Try using another WiFi band - While 5Ghz provides faster speeds, it has a shorter range than 2.4Ghz
- Try connecting to your modem with an ethernet cable instead.
If the customer would still like to perform troubleshooting, continue to the next step