Help troubleshoot slow internet connection.

So I noticed my internet was running slower than usual lately, and today I decided to just run the diagnostic tool in windows 7. It says that I am experiencing connectivity issues, and when probed a bit further, said that the connection between my access point and cable/modem is broken.

I have run through quite a few steps and solution but nothing has helped yet. Any help you can give me would be greatly appreciated..
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More about troubleshoot slow internet connection
  1. Go to Speedtest.net if possible and tell us your upload/download speeds and ping.
  2. Ping: 21ms

    Download: 28.63 mbps

    Upload: 5.86 mbps
  3. When was the last time you ran an antivirus and which program was it? Also open task manager and monitor your network usage.
  4. zeph_yr said:
    When was the last time you ran an antivirus and which program was it? Also open task manager and monitor your network usage.


    I have Norton security suite, and also run superantispy and malwarebytes frequently. I also run ccleaner fairly often as well. I was thinkin it could be a virus, but everything I've run has come up empty.
  5. Did you check taskmanager? Sometimes programs will get stuck trying to update. I've had it happen more than once.

    Are there other computers on the network? Are you connected by WiFi or Ethernet?
  6. zeph_yr said:
    Did you check taskmanager? Sometimes programs will get stuck trying to update. I've had it happen more than once.

    Are there other computers on the network? Are you connected by WiFi or Ethernet?


    I'm not really sure what you mean by "check the task manager", but from what I can see everything looks to be alright on end. CPU usage is fairly low and I can't see anything else that could be causing such an issue,

    The only other "computer" connected is my cell phone, and the laptop and phone are connected through wifi.

    What I can't understand is why I can connect to the internet, but the troubleshooter says that the access point between the comp and the internet is broken..
  7. By check the task manager, I mean the network-monitoring section. Example: http://i.gyazo.com/baf17e359caa05d27a4c9b14be04e6ce.png
    (It might look a little different if you aren't running Windows 8).

    Is the internet just as slow on those devices?

    Windows troubleshooter is historically extremely unreliable. In my experience it's best to avoid it, as all it does is give you very broad solutions.
  8. The phone is decidedly more speedy than the laptop, which is concerning. There's definitely something slowing down the comp, I just can't seem to pinpoint what it could be..
  9. I suppose it's time to ask what hardware you have. If you could list the model numbers of your computers and phones and the router and modem, that would be great.
  10. The computer is an HP, the phone is the HTC one, and the router/modem is an Arris TG62, supplied by Comcast.

    This slowdown is recent, it was absolutely fine before. The reason I ran the windows troubleshooter is because of the initial slowdown. It then told me I was having connectivity issues(obviously) and a few more steps later is when it told me the access point was broken.

    I have run through a number of steps to fix it, unplugging modem/router and plugging back in, full on resetting the modem/router, dumping the dns, release/renew, etc. Everything I could think of doing, but nothing has fixed it, which is why I now turn to you extremely knowledgeable people lol.
  11. I would take the router/modem back to Comcast to have it exchanged. They'll give you a new one for free. I have the same router and I've had it exchanged a couple times for random slow downs and shut downs. Comcast just has crappy routers.

    If that doesn't solve the problem then we're back to the computer itself. How old is the HP?
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