Slow Connection/Cant Browse (PPOE)
For today troubleshooting, slow connection or connected but can’t browse. I think this is the most common complain users have been facing, especially when accessing international websites. Below are the usual steps if you call the hotline. Before you start , try to disable auto connection if you are using it, just to check if it’s really slow connection issue or you might be facing frequent disconnection.
Software
- Bandwidth test ( streamyx speedometer in TM Net website) (Bandwidth test - Only to be done for Slow Connection case) Make sure to do it 3 times and record it
- DNS Setting Primary - 202.188.0.133 Alternate - 202.188.1.5
- Check session DB (for dynamic IP) - (done by Customer service rep)
- Ping dynamic IP (done by Customer service rep)
- Customer ping’s DNS
- Ping dynamic IP and DNS (done by Customer service rep)
- Clear Temporary Files under Internet Options
- Clear cookies
- Clear SSL Certificates (Internet Option)
- Restore default browser settings
- Firewall settings (ensure that the firewall do not interrupt critical PC operations)
- Windows scan (Computer infected by virus, worm, adware or spyware)
- Disable antivirus software
- Disable P2P running in background
- Reset the port (done by Customer service rep)
- Ensure that there’s no proxy setting configured
- Ensure that your browser is not configured to dial a default dialler
Hardware
- Bypass router
- Reboot modem
- Reboot PC
- Single connection
Also try to browse other websites, either locally or international, just to check if it’s loading fast or slow. Then we can pinpoint either it’s the international link problem, international website problem, or it;s just our connection. Network congestion can also cause this especially at peak times or too many people accessing the same websites you want to access.
Phone line condition might also contribute to slow connections, either it’s the TMnet’s line (which you cant do anything except complain and hope for the best) or your internal wiring in the house. Some users have reported faster speeds after they requested to change to new telephone lines.
I myself have been getting this problem, but it’s not because of my connection to TMnet’s servers, it’s most probably because of TMnet’s international gateway or the international link. In terms of my connection, they already installed fiber cable and everytime i test my speed, i’m getting maximum speed. But those are different story all together when i try to access some international websites, especially gaming servers. Lag spikes are normal if you have to live with TMnuts.
Also the area which you currently live (using Streamyx) is also a major factor, depending on how long the area have been developed. For old areas such as Cheras or Petaling Jaya, the underground main telephone line infrastructure has been there for a long long time, some nearly 20-30 years, so we don’t know what’s the real condition of it. It might need some upgrading by those TMnuts, but we as consumers can only hope year after year, as complains normally don’t get a fast respond.
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