Symptoms

• Customer says "my internet is slow"

• Speed test shows significantly lower than subscribed plan

• Pages load slowly, videos buffer

Key Question — Ask First!

"Are you testing over WiFi or with a cable?"

This single question determines the entire troubleshooting path. WiFi speed complaints are the #1 call reason, and 90% of the time the modem is fine — it's a WiFi coverage or interference issue.

WiFi vs Ethernet — always clarify which one the customer is using:

Path A: Customer is on WiFi (Most Common)

1. Set Expectations

• WiFi speeds are always lower than wired speeds — this is normal

• Walls, floors, distance, and other devices all reduce WiFi speed

• A good WiFi speed is 50–70% of the wired speed

2. Quick WiFi Improvements

• Move closer to the modem and test again — if speed improves, it's a range issue

• Switch to 5 GHz WiFi (network name usually ends in _5G) — faster but shorter range

• Reduce interference: microwaves, baby monitors, Bluetooth devices interfere with 2.4 GHz

• Check connected devices: 15 devices share bandwidth. Smart TVs streaming 4K use a lot.

Modem placement matters — keep it in an open, central location:

3. Suggest WiFi Repeater / Mesh

For large apartments or houses (3+ rooms):

• Sunrise WiFi Repeater — plugs into a power outlet, extends the signal

• Place it halfway between modem and dead zone, not in the dead zone itself

Path B: Customer is on Ethernet Cable

This is more likely a real connection issue.

1. Run a Speed Test Properly

• Connect directly to the modem with Ethernet (not through a switch or powerline adapter)

• Close all other programs and downloads

• Use fast.com or speedtest.net — select a Sunrise server if possible

• Run the test 3 times and take the average

2. Check the Ethernet Cable

• Old cables (Cat 5) max out at 100 Mbps — customer may need Cat 5e or Cat 6

• Try a different cable to rule out a damaged one

• Check that the cable clicks firmly into both ends

Cat 5e vs Cat 6 — check the label printed on the cable jacket:

3. Check Modem Signal Levels

If you have access to the modem admin panel (192.168.1.1):

• Downstream power: should be between -7 dBmV and +7 dBmV

• Upstream power: should be between 35 dBmV and 49 dBmV

• SNR (Signal-to-Noise Ratio): should be above 30 dB

If values are out of range → line/signal issue → escalate to technician.

When to Escalate

• Wired speed test shows less than 50% of subscribed plan speed

• Modem signal levels are out of normal range

• Customer has replaced cables and issue persists

• Speed is fine to modem but slow on all devices — possible hardware issue