Troubleshooting
Most slow-speed calls come down to WiFi, a busy household, or a piece of equipment that needs a restart. Here is how to tell which, in about ten minutes.
Your internet connection and your WiFi are two different things. The connection is the signal from one of our tower sites to the antenna at your property. WiFi is the indoor system that carries it to your devices. The checks below sort out which one is slow.
Do them top to bottom. The cause usually shows up early.
Plug a computer into the router with an Ethernet cable and run a speed test. A wired test measures the connection. A WiFi test measures the connection and your WiFi together.
Stop downloads, streams, backups, and game updates on every device for a minute, then test again. Anything else using the connection lowers the number you see.
Unplug the PoE injector (the small power adapter for the outdoor antenna) for 30 seconds and plug it back in. Then do the same with the router. Give both a few minutes to come back.
The PoE injector should show a light. Reseat both cable plugs on it until they click, and follow the cable toward the antenna looking for a kink, a crushed spot, or damage.
If the wired test is fine and WiFi is slow, the fix is inside the building: placement, walls, distance, or a crowded band. Our WiFi guide covers what to try.
Run the wired test a few times across the day and write down the results. A steady number tells us more than one high or low reading.
Match what you see to a column. It tells you where the fix lives.
Tower site to the antenna at your property, then by cable to the router. This is the part WebPerception delivers.
The indoor system from the router to your devices. Walls, distance, materials, and crowding all shape it.
Network monitoring is 24/7/365. Remote help comes first, and many issues are resolved remotely within minutes.
Call (415) 892-7711
Text (415) 892-7711
Email info@webperception.com
Phone support and network monitoring are available 24/7/365.
Office and sales hours: Monday through Friday, 9 AM to 5 PM Pacific.
That is normal. WiFi shares its airtime with every device on it, and walls, distance, and neighboring networks all take a share. A wired test at the router measures the internet connection on its own, which is why we ask for it first.
No. WebPerception internet has no data caps, no throttling, and no usage-based overage charges. If a wired test is low, something else is going on, and we want to hear about it.
Heavy rain, fog, and wind can affect a wireless signal at some properties, usually briefly. If a slowdown continues after the weather clears, call us and we will look at the link to your antenna.
Yes. Network monitoring is 24/7/365, and we can see the link between our tower site and the antenna at your property. Many issues are resolved remotely within minutes. When it takes more than that, we come on-site.
Only if the wired test is already good and the WiFi is the slow part. If the wired test is low, the router is not the problem. Ask us before you buy anything; we can tell you which part needs attention.
Call or text the local team in Novato. We can see the link to your antenna from our side and will stay with the issue until it is resolved.
Phone support and network monitoring are available 24/7/365. Office and sales hours: Monday through Friday, 9 AM to 5 PM Pacific.
