glbb_logoWelcome to the GL Broadband Support Site

Network Speed Troubleshooter

Note: We do not support throughput (speed) issues for Peer to Peer applications (P2P). The reason for this is that the peers you are connected to, in most circumstances, fall under QOS (Quality of Service) measures implemented by their own ISP's that are completely out of the realm of our control.

Gl Broadband does not block P2P ports except over the USA VPN Service.

**Try this first : power cycling all your equipment including the NTT routers/modems. Unplug them from the electric and wait 20 seconds or so and plug them back in, reboot your computer. In many cases this will fix the problem.

Network Troubleshooting Guide

With this guide try to determine where your slowdown is occurring. Please note what sites or activities are slow. Intermittent slowness or always. With all of your computers or just one.

If you need to contact us please use the Contact Form. If on iPhone click here for iPhone formatted troubleshooter.

Troubleshooting Slow Network Speeds

1. Determine where the slowdown is:

If you have 200Mbps Fiber and only some sites won't load or are very slow and you are using your wireless router as the router with the PPPoE session (GLBB login credentials setup in it) please check the MTU setting in your wireless router. It should be 1454 see How To here

If all internet activities are slow continue below: If you have ADSL , check to see if someone has plugged a phone or other device into another phone jack.

To zero in on the problem it is necessary to eliminate as much as possible from your network. So please disconnect all devices (Wireless router, Vonage, Xbox etc.) either unplug their power our disconnect their LAN cables.

Then setup one computer to your internet connection. Plug a LAN cable from your computer directly to the source device such as the NTT modem/router or to the LAN port on your wall if you have the GLBB Mansion type.

If you are using the 200Mbps Fiber and are using your wireless router with the PPPoE session setup in it (the most common scenario), then you will need to connect your computer directly to a LAN port on the NTT device and setup a PPPoE session on your computer using your GLBB Login credentials, see How To here step 1. a and b. When returning to using your wireless router you will need to set your computer back to Automatic by deleting the PPPoE connection you just made. See how here. If you have the 200Mbps Fiber and the NTT router has the PPPoE session setup in it then the NTT router will stay connected to the internet simply plug your computer into one of it's LAN ports.

If you have the 100MBps fiber with ONU and CTU (NTT router) the CTU will stay connected to the internet, just plug your computer directly to a LAN port on the CTU.

If you have ADSL the NTT router will stay connected to the internet, just plug your computer into a LAN port on the NTT router.

If you have GLBB Mansion Type (you have no NTT router or modem), just plug your computer directly into the wall jack.

Now please run some tests to this Tokyo and San Francisco area servers. Run them several times 5-10 minutes apart to mitigate any possible server issues. If you are on fiber (200Mbps or 100Mbps) and get 10MBps or better download and similar upload speeds to Tokyo and 5mbps download and upload speeds to San Francisco , then your connection is good.

Also try loading the sites or applications you were having trouble with.

If you are on adsl or wireless your speeds can very greatly, depending on your location. But please run the speed tests. Let us know your results by using the Contact Form.

If you have NO INTERNET CONNECTIVITY at all see Step 3.

If your connection works normally when connected by cable than one of the other devices on the network was causing the slowdown. If you were connected wirelessly add your wireless router back to the network, do not add back the other devices yet. Now when you connect wirelessly is it slow? If YES See Wireless Tab above. If not proceed to Step 2.

2. Other Sources of Network Slowdowns

If your connection speed is OK wired and wirelessly then try adding your other devices back to your network, one at a time and see how they affect your network performance.

If all activities are slow even when you are connected by LAN cable then other factors are:

1. Background applications running on your computer especially file sharing apps such as Bit Torrent also Viruses/Worms running without your knowledge.

Do you have up to date anti-virus software running. Also Spyware/Malware/Trojans and Worms can be running and taking up resources. Spybot and Avast Free are 2 good free applications for Windows. OS X generally does need such software but there are some available see here.

How to check what is running on your computer :

On OS X go to Spotlight (top, right of screen , magnifying glass) search for Activity Monitor, select it. See all running applications, click on % CPU column to sort, notice if any app is using a lot of CPU. You can also check CPU ,System Memory, Disk Activity, Disk Usage and Network at the bottom.

On Windows Vista/7 Start > Accessories > System Tools > Resource Monitor.

Also to see Apps that are accessing the internet Click Start, Click Run. Type "cmd" (without quotes). Type "netstat -b 5 > activity.txt". After a minute or so, hold down Ctrl and press C. This has created a file with a list of all programs using your Internet connection. In addition, simultaneously pressing the CTRL-ALT-and DEL keys will bring up the Task Manager where you can see running apps and processes.

2. Your computer's health. If your computer is generally slow then your internet will be slow too.

How much RAM memory do you have?

On Windows Vista/7 Go to Start>right click on Computer>Properties-See Installed Memory (RAM), on XP go to Start> right click My Computer, look bottom right for xxx.MB or GB of RAM. ON OS X got to Apple logo top left> About This Mac, see Memory.

Windows XP can get by with 512 MB of Ram but will run better with 1GB or more. Windows Vista and 7 should have a minimum of 1GB and will also run better with more. All newer Macs come with sufficient RAM but more will always help. If you have on older Mac 512MB of RAM minimum is necessary for good performance. If you have a lot of apps running at once this will use up your RAM memory and everything will run slower. It may be, when you first got your computer it ran fine but now you are using a lot more apps at once.

Also if your computer is old the processor may be slow, today's internet is much more demanding then 5 years ago.

Check to see if your hard drive is full, this can affect overall system performance.

On OS X click on the Finder icon, far left on Dock, then in the left column under Devices, right click your hard drive named Macintosh by default, go to Get Info see Available Space,compare this to Capacity.

On Windows to check hard drive space got to Start > My Computer or Computer > Right click your boot/System drive usually drive (C:) then Properties, you can see free space.

It is best to have 15% free space on the hard drive with your system on it (boot drive).

If you have gotten this far and have not been able to identify where the slowdown is coming from please fill out the Contact Form and submit it to GL Broadband.

3. Firewalls/Internet Security software on your computer. See Step 3.

3. No Internet Connectivity At All

*If connecting wirelessly, see the "Wireless" tab above

If you have no internet at all and are not connected wirelessly.

1. Firewall or Internet Security software on your computer.

Please try disabling or uninstalling any Internet Security and or firewall software temporarily. Reboot your computer and try the connection again. This includes your Windows Firewall how to disable : Windows XP, Windows Vista and 7 and OS X .

Other Internet Security Applications that might be interfering include: McAfee Personal Firewall , Norton Security or Personal Firewall, Kaspersky, Panda, Trend Micro, Webroot, iBoss, Zone Alarm, AVG Internet Security, Outpost, Sygate, Kerio, etc.

2. Defective LAN cable(s).

If possible try switching LAN cables. Are the link lights on your computer and by the router ports? Are you getting a LAN connection. To check on MAC OS X, go to System Preferences>Network>Choose Ethernet and see Status. Is it "Connected"?

To check your LAN connection on Windows Open Network Connections by clicking the Start button , clicking Control Panel, clicking Network and Internet, clicking Network and Sharing Center, and then clicking Manage network connections. The network icon changes depending on the status of the LAN connection, and there is information if the adapter isn't working correctly. Also, if a LAN cable is unplugged, a status icon is displayed in the notification area.

3. Defective NTT equipment or Fiber/Phone Line disconnection.

Call GLBB 894-3498 we will ask NTT to check you connection.

4. GLBB Account issues.

Please call GLBB 894-3498

Wireless Networks Troubleshooting

Factors affecting wireless performance are:

-Location of the wireless router. You want your router in a central location. If possible, place it near the middle of the home, keep it away from large metal objects and other devices ie. wireless phones; baby monitors; microwave ovens, that might cause interference. If you are too far from the router your signal will be weak.

- Wireless Channel you are on, the default for many routers is channel 6. log into your wireless router and try different channels in Wireless Settings, log in to your router using these instructions for How To here step 1. c and e. then proceed to Wireless Settings. Also see router manufacturer links on left if you have trouble logging in.

- Are you certain you are connected to your wireless router? You may have accidentally connected to a neighbor's wireless network. Log into your router and check your wireless network name, also known as SSID.

- Are your wireless devices old or broken? Older wireless standards such as 802.11b and 802.11g are much slower than today's 802.11n or 802.11a. Consider upgrading your equipment. Also if your router is old , there may be a firmware upgrade available for your router, check the manufacturer's website. If your computer is old it's wireless LAN adapter may not be capable of high speeds even if you have a new router. If you have a built in wireless adapter you may be able to buy a usb wireless adapter capable of higher speeds. However, if your computer lacks sufficient memory or is infected with a virus or worm or has a slow processor this will also affect your wireless speeds.

If you cannot connect to your wireless network at all. Check your wireless network name and password inside your router. Login to your router using these instructions (do not setup PPPoE, login and then got to Wireless Settings) or see the router manufacturer's links on left.

If you cannot login to your router you can reset it, most routers will have a small reset button which you can hold in with a pen for 20-30 seconds, until the lights start blinking. This will reset all settings on the router to default, if you are using this router as the PPPoE connection you will have to setup the connection again instructions , then setup your wireless network name and security. Security types in most cases choosing WPA , WPA2 or WPA Personal will be sufficient. If your router has WPS (Wireless Protected Settings) please read carefully how this works on your router (here is an explanation for Netgear routers). If you do not understand it, you can disable it and use only the security of your network password.