Please note: We require that this information be gathered while your service is

experiencing difficulties. If your issue is intermittent, please complete these

steps while your connection is experiencing slow speeds.
If there is a pattern to your issue (ie. always occurs at the same time), please
let us know.
If you are not comfortable completing these steps on your own, please do not hes
itate to give us a call at 1-877-357-2889. Our technical support agents would be
happy to assist you with troubleshooting over the phone.
Please copy and paste this entire template into a text editor such as notepad. Y
ou will need to record the results of some of the below steps on the template it
self. Alternatively, you can simply download the attached .txt file and record y
our results within it.
1. What operating system are you using? (Windows XP/Vista/7/8, OSX, etc.)
2. Please connect your computer directly to your modem using an Ethernet cord. (
Bypass any routers or other equipment)
3. Open up a web browser (IE, Firefox, Chrome, etc.) and go to the address http:
//speedtest.teksavvy.com. Run the speed test and please record your results:
Download:
Upload:
If the results of the above speed test match the speed you have subscribed to th
en your router may be the issue. Alternatively, another device on your network m
ay have been heavily using your bandwidth. If you continue to experience slow sp
eeds through your router but NOT when your computer is directly connected to the
modem you may wish to contact your router manufacturer's support line.
If the results of the above speed test are significantly different from what you
have purchased, please continue troubleshooting:
4. We will now need to access your modem's management interface. To do this open
a web browser and go to the address http://192.168.100.1
5. Now that we are in your modem's management interface we will need to gather s
ome information. The first thing we will need is the software version of the mod
em. This can be found on the diagnostics or help page. Please record your softwa
re version here:
6. We will also need the power levels your modem is receiving. These can be foun
d on the "signal" or "diagnostics page". Please copy the downstream/forward path
table and the upstream/return path table from these pages and paste it here:
The above power levels let us determine the quality of the signal coming to your
home. If these results are poor it may actually be a signal problem causing you
r speed issue. For your reference the power levels should fall within these rang
es:
Downstream/Forward Path Power: -11 to +11 dBmV
Downstream/Forward Path SNR: 32+ dB
Upstream/Return Path Power: 35 to 52 dBmV
If the signal levels from your modem are NOT within the above ranges, please tro
ubleshoot your RF Signal. If they do fall within range, continue with this troub
leshooting.
7. Now we will need to factory reset your modem. To do so please follow the dire
ctions related to your modem:
DCM425
DCM475/476
Motorola SB5101/6120/6121
8. Once your modem has fully restarted and you are able to get online, please ru
n another speed test at http://speedtest.teksavvy.com and record your results:
Download:
Upload:
If your speedtest results have returned to normal and you are able to surf at go
od speeds, good news, the modem just needed to be reset. You should not be good
to go! If your speeds are still poor, please continue troubleshooting.
9. Finally, we will need to run ping tests, and trace route tests to a few diffe
rent addresses. This helps us narrow down the cause of your speed issue. There a
re a few different way's we can do this, please select your preferred method:
Windows: Manually perform the tests.
Windows: Use our handy tool to automatically run the tests.
Mac: Manually perform the tests.
Please record your results below:
Great news, we are almost done. We thank you for your patience and vigilance wit
h regard to the above troubleshooting.
We will need to ping your computer from our office so we ask that you leave your
computer directly connected to the modem with your firewall disabled until you
receive an update from us.
If you provide us with a good contact email address, we will send you a link wit
hin 24 hours which can be used to check for updates on your trouble ticket for t
his issue.
What email address can we use to provide you with updates?:
What is the best, non-VOIP contact number that we can use to contact you with re
gards to this ticket?
In the event that a dispatch is needed, what time of day are you generally avail
able at your residence?
8am - 11am, 11am - 2pm, 2pm - 5pm, or 5pm - 8pm
Please e-mail this completed template to support@teksavvy.com. Use your OID (can
be found on your invoice) and the issue you are experiencing (slow speeds) as t
he subject.
We sincerely thank your for your assistance in troubleshooting this issue, and h
ope to get your internet back up to full speed as quick as possible