When you cannot establish a wired Internet connection, you can try the following:

A. Inspect and restart your devices

When you cannot browse the Web while using a wired Internet connection, rebooting your modem, router (if you have one) and computer will often correct this problem.

• Inspect all cables running to and from your modem, router (if you have one) and computer. Make sure all cables are securely connected with no signs of damage.


• If any of your cables appear damaged, replace them immediately.


• From the back of your modem (and router if applicable), disconnect the power cord for 30 seconds.


• Turn off your computer.


• Reconnect the power cord to your modem (and router if applicable). The Power light turns on.
*NOTE: If the Power light does not turn on, this indicates hardware failure. Contact us for additional assistance.


• Depending on your modem, the following lights should turn either green or blue within 2-3 minutes:
  • Power
  • Broadband, ADSL or Online
  • Internet, Link or PC Activity
  *IMPORTANT: Some modems may have up to 5 lights. For a detailed explanation of your specific modem, please refer to the User Guide for your device.
  
  
• Turn on your computer.


• Launch your Web browser and navigate to a Web site. If problems persist, check your browser settings following the instructions below.

B. Check your browser

Make sure your Web browser is not set to "Work Offline" mode as it will block your Web browser from connecting to the Internet. Do the following:

• Launch your Web browser.


• From the top left corner of your Web browser, click File.
*NOTE: If you do not see the File tab, press the Alt key on your keyboard.


• Make sure "Work Offline" is unchecked. If a check mark is present, click "Work Offline". The check mark disappears.


• Test your Web browser by navigating to a Web site.

If problems persist, try clearing your browser cache and cookies following the instructions below.

C. Clear your browser cache and cookies

Clearing your browser cache and cookies clears a significant amount of data from the browser memory and helps fix problems when you can't browse the Web.

Select your Web browser below for detailed instructions:

Chrome

1. From the top right corner of your browser, click the Menu icon.


2. Select History. A second window appears.


3. From the second window, select History.


4. From the left pane, select Clear browsing data.


5. Check the following check boxes:


• Browsing history


• Download history


• Cookies and other site and plugin data


• Cached images and files
6. Click Clear browsing data.


7. Your browser cache and cookies are cleared.

Firefox

1. From the top right corner of your browser, click the Menu icon.


2. Select History.


3. Select Clear Recent History....


4. Check the following check boxes:


• Browsing & Download History


• Form & Search History


• Cookies


• Cache
5. Click Clear Now.


6. Your browser cache and cookies are cleared.

Internet Explorer 8 and above

1. Select the dropdown arrow for the 'Safety' menu option found in the top right corner of the window.


2. Click Delete Browsing History...


3. Deselect Preserve Favorites Website Data.


4. Select Temporary Internet files, Cookies, and History.


5. Click Delete.


6. Your browser cache and cookies are cleared.

Safari (Mac OS X)

1. From the top left corner of your browser, click Safari.


2. Select Reset Safari....


3. Check the following check boxes:


• Clear history


• Remove all website data


• Clear the Downloads window
4. Click Reset.

When your Internet speed may not appear to be as fast as you would like it to be, you can test your speed to ensure your Internet connection is working properly.

Test your speed

If you would like to accurately test your Internet speed when you think it may be slow, try the following:

• Using a wired Internet connection, launch your Web browser.


• Navigate to www.speedtest.net


• Click Go. The speed test begins.
*NOTE: The test may take up to a minute.


• Your download and upload speeds are displayed.
  
  
  

What you need to know

Some valuable information and tips to help you understand and fix slow Internet speed problems:

• Attaining at least 80% of the speed featured with your Internet plan is considered acceptable. (For example, your Internet plan features 50 MBps download speed, but you are attaining an actual download speed of 40 MBps.)


• Restarting your modem, router (if you have one) and computer establishes a new Internet connection and often resolves slow Internet issues.


• Ensure the length of your cables (RJ45 and RJ11 or coaxial cables) do not exceed 6 feet in length.


• If you are using a router or Home Gateway modem, your Internet speed will diminish when multiple devices are connected to your network. Temporarily disconnect any other devices connected to your network.


• Multiple active applications running on your computer can have a negative impact of both computer and Internet speed. Close or disable any unnecessary applications.


• File sharing and media streaming applications and programs consume a large amount of bandwidth and can negatively impact your Internet download speed.


• Clearing your browser's cache and cookies can often resolve slow Internet speed issues.


• Malware and spyware will often slow down the performance of both your computer and Internet speed. If you have security software installed on your computer, run a full scan.


• If you are using a Wi-FiTM Internet connection, test your Internet speed on a computer using a wired Internet connection.
  This is the most accurate way of determining your actual Internet speed. It will also help you to determine if your speed issues are related to your Internet service, or you home Wi-Fi network.


• If you are using a router, bypass it and connect your computer directly to your modem. If this resolves the issue, you'll need to check the firewall settings on your router or replace it. Zflix Telecom does not support third-party routers. Please refer to the manufacturer's documentation.

There are a few reasons why your Internet connection is intermittent.

Below, you'll find some valuable tips and tricks that will resolve this problem.

What you need to know

When your wired Internet connection is intermittent and drops off frequently, try the following:

• Restarting your modem, router (if you have one) and computer establishes a new Internet connection and often resolves Internet connectivity issues.


• If you are using DSL or FTTN network Internet (through your phone jack with a RJ11 cable), ensure the length of your RJ11 cable does not exceed 6 feet in length. Cables exceeding this length often cause service degradation.


• If you are using a router or Home Gateway modem, your Internet speed will diminish when multiple devices are connected to your network. Temporarily disconnect any other devices connected to your network.


• If you are using DSL or FTTN network Internet (through your phone jack with a RJ11 cable), remove any splitter boxes from your phone jack and connect your modem directly to the phone jack then restart your modem, router (if you have one) and computer. If this resolves the issue, you'll need to replace your splitter box.


• If you are using a router, bypass it and connect your computer directly to your modem. If this resolves the issue, you'll need to check the firewall settings on your router or replace it. Altima Telecom does not support third-party routers. Please refer to the manufacturer's documentation.

For more information please call 1-888-442-5058.