Overview

If you are experiencing issues with your internet connection provided by CallStream including having a slow connection or experiencing packet loss, you should perform some basic checks before reporting the issue to CallStream. This article describes the process to perform these checks.

Solution

1. Check your router:
   • Ensure it is connected to power and is currently ON.
   • Check that it is connected correctly to the wall network socket.
2. Turn your router off and on. 
   • If you are still experiencing issues after power cycling your router, continue to the next step.
3. Perform a speed test. Take note of the Download and Upload values. 
4. If the device from which you are performing the speed test is connected to WiFi, connect it to the router directly using an ethernet cable.
5. Perform the speed test again and compare the results. 
   • If the speed reported in step 3 is considerably lower, it is possible your issue is due to a weak WiFi signal.
   • If both measurements are similar, repeat the speed test at a different time of the day to ensure that the issue is not due to a temporary demand spike in the local area network.
   • If the results show consistently low speeds:
     1. Click on Results on the speed test website.
        
     2. Take screenshots of the Download and Upload tabs of the Result History section or click on Export Results to download a CSV file with the individual results.
     3. Report the issue to CallStream Support.
6. Test for packet loss using tools like Ookla or the Command Prompt. 
   • If packet loss is reported while connected to the router via ethernet cable, or when your device is in range of a strong WiFi signal, take a screenshot of the results and report the issue to CallStream Support.

Testing

If slow speeds or packet losses are identified while connected to your router directly using an ethernet cable, the issue must be reported to CallStream Support providing the following details:

• Company name.
• Line number.
• Description of the issue that is being experienced (including screenshots and/or CSV files).

Your issue will be investigated and a solution will be provided.