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Internet Support


Identify Source of Internet Speed Issue

  1. Perform a speed test on your Internet connection. This test determines the speed of your Internet on our network; however, we cannot guarantee speeds outside the Midco® network connection or over a wireless connection.
    • If your speeds are at or near your current Midco Internet service, you may be experiencing issues related to another network, Internet traffic or other external causes.
    • If your speeds are not at or near your package levels, follow the next steps.
    • Use an Ethernet cable to directly connect a device to your cable modem. (Gigabit Ethernet cards are needed for Midco Xstream 120 and 200 speeds.) It’s always best to bypass any extra equipment when testing your connection because some third-party equipment, such as routers and other devices, may have settings that slow your overall Internet speeds.
  1. Unplug the power cable to your cable modem for 10-15 seconds and then plug it in again. If you have a router, firewall or switch connected to the modem, it may be necessary to restart that device after the cable modem is online again.
  2. Perform a speed test on your Internet connection again.
    • If your speeds are at or near your current Midco Internet service, no further troubleshooting is necessary.
    • If your speeds are not at or near your package, follow the next steps.
    • If possible, turn off or disable the wireless on your computer(s). Note that many laptops have a wireless on/off switch or button on the keyboard.
    • If wireless access cannot be disabled on your laptop, power off the wireless router or access point.
  1. Perform a speed test on your Internet connection again.
    • If your speeds without wireless are at or near your current Midco Internet service, we recommend you consult with the manufacturer of the wireless equipment you previously had directly connected to the modem.
    • If your speeds are not at or near your package, follow the next steps.
  2. If possible, try all previous steps with another device. If you only have one device available, please contact Midco to request an on-site visit from a Midco technician.

If your speeds are acceptable on one device but not another device, there may be an issue with a device’s networking equipment, rather than an overall Internet speed issue. We recommend you consult with the manufacturer of the device that did not work properly.