Troubleshooting ULTRA Cable for Speed Issues

  1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  2. Turn off your modem and leave it off for at least 10 seconds.
  3. Turn your modem back on and wait for the modem lights to settle.
  4. Run a speed test.
  5. If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem and run a speed test to rule out any WiFi signal issues.
  6. Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker.
    Example: CG3000
    Cable Gateway Pro CG3000 barcode sticker - WiFi details

    Example: CG2200
    Cable Gateway Pro CG2200 barcode sticker example - WiFi details

    Example: EPC3940L
    Cable Gateway Pro EPC3940L barcode sticker example - WiFi details
  7. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
  8. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  9. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  10. On the device you are testing, close all programs that are using your broadband connection.
  11. Run a speed test.
  12. If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
  13. Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
    Note: The coaxial cable in particular must be screwed on securely at the cable wall socket and the Cable modem.
  14. The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
  15. Any damaged or outdated cables should be replaced.
  16. Run a speed test.
  17. Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
  18. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  19. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  20. Record the results of the following tests at three different times of the day (i.e. morning, midday, night):
    - Ping test both "" and ""
    - Traceroute both "" and ""
    Note: These test results will help us investigate your issue when you contact us. Copy/pasting the test results into a Word document or an email is fine.
  21. Call us on 13 22 58 for further assistance.

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