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Internet
Troubleshooting
Your Installation
A special ONT is installed in your home to manage the fibre connection. ONT stands for Optical Network Terminal. Its purpose is to terminate the fibre connection going into the home. (Think of it as a modem)
Slow Speeds
You can review these troubleshooting steps if you experience slower than expected download and/or upload speeds on your line. Speed degradation can be caused by varying factors, so complete and thorough troubleshooting is required for resolution.
- Disconnect and restart the pods
- Disconnect and restart your computer.
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Test for resolution: Check your speed immediately after rebooting
- Ensure that no other applications are running (updates, p2p downloads, anti-virus etc.)
- Check your speed at http://speedtest.primus.ca
- If the issue persists, continue troubleshooting below
- Try temporarily disabling any Security software and test for resolution again.
- Restart the Security software.
Cannot browse the internet
If you are connected to the internet, however, you are not able to browse any websites and/or utilize other programs such as your email, instant messenger (chat) or other online applications.
Browsing issues can be caused by various factors, so complete and thorough troubleshooting is needed.
Please review the troubleshooting steps below.
- Disconnect and restart the pods.
- Disconnect and restart your computer.
- Clear your browser's cache & history.
- Test for resolution: attempt to browse the internet and access other resources such as email. Use multiple browsers or applications to rule out a software issue.
- Can you ping any web resources? Attempt to ping "primus.ca" and "google.com". How To Ping
- If you have any firewall/security software installed, try temporarily disabling this.
- Ensure you are not behind a proxy server.
Before contacting technical support for Internet
General Checklist
To ensure the quickest possible resolution, please check the following items:
- Is the ONT's electrical supply properly secured at both ends?
- Is the ONT's power turned on (power button at the back of the ONT)?
- Is the cable connecting your ONT to your Pod secure at both ends?
- Ensure that the computer is powered on.
Technical Support Network Utility Test Tool (For Windows)
Details for Network Utility
| Property | Value |
|---|---|
| Name | Network Utility |
| Description | Tool that perform a series of test like: Netstat, Ping, Traceroute, IP Config and open it in a notepad to diagnose network problems. |
| Filename | NetworkUtility.exe |
| Filesize | 23.5 kB |
| Filetype | exe (Mime Type: application/x-executable) |
Technical Support Network Utility Test Tool for OS X (For Apple computers)
Details for Network Utility for OS X
| Property | Value |
|---|---|
| Name | Network Utility for OS X |
| Description | Tool that perform a series of test like: Netstat, Ping, Traceroute, IP Config and open it in a notepad to diagnose network problems. |
| Filename | PrimusNetworkUtility.dmg |
| Filesize | 400.05 kB |
| Filetype | dmg (Mime Type: application/octet-stream) |
