01
Define the symptom
Ask who is affected, which applications are slow, when the issue began, whether it is constant, and whether wired and wireless users see the same behavior. A vague report of slow internet can describe latency, loss, DNS failure, congestion, or an application problem.
- Record timestamps and affected locations
- Check for recent network or software changes
- Distinguish upload, download, latency, and availability
02
Test from the inside out
Begin with one known-good wired device. Check local link speed, gateway latency, DNS response, packet loss, and throughput. Then compare Wi-Fi, additional devices, and a test at or near the provider handoff when safe and authorized.
| Test | If abnormal | Likely next area |
|---|---|---|
| Gateway latency | High or inconsistent | LAN, Wi-Fi, or firewall |
| DNS lookup | Slow or failing | Resolver or filtering |
| Wired throughput | Low at edge | Circuit or provider path |
| One application | Others normal | Application or SaaS route |
03
Escalate with usable evidence
Provider support can act faster when given circuit ID, timestamps, edge test results, packet-loss samples, traceroutes, affected destinations, and a clear statement of business impact. Preserve configuration before changing equipment.
- Avoid simultaneous uncontrolled changes
- Track ticket numbers and commitments
- Retest after each corrective action