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Internet Troubleshooting Guide

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Article SummarySometimes users need to call their Internet Service provider to resolve an issue. This is most common when using VPN or online learning technology from home. This troubleshooting guide will help users determine if they should call their Internet Service Provider or the Algonquin College ITS Client Care Service Department for assistance. This guide may also help users resolve the issue on their own. By contacting the correct support service, users can avoid unnecessary delays in solving their technical problems.

Internet Troubleshooting Guide

The following suggestions can help to ensure stability of your internet connection while studying or working from home:
  • Directly connect devices via an ethernet cable where possible
  • Use 5GHz band if available instead of 2.4 GHz
  • Turn on QoS (quality of service) features on the router to prioritize certain traffic
  • Consider scheduling high bandwidth intensive tasks  (e.g. large application or game updates, 4k Netflix streaming, etc) after all work/study tasks are completed.
  • Increase data cap (Internet Plan)
  • Replace the modem if using an older one
If you are experiencing difficulties with your internet connection, please review the following troubleshooting guide before calling ITS Help Desk.

1)    Determine whether you are going to use an Ethernet Cable or WiFi internet connection. If your internet connectivity icons match the images below, and you are able to access websites through a web browser (Chrome, Firefox, Edge), then you have successfully connected to the internet.
Ethernet Cable:
 image showing ethernet on

image showing wifi on

Ethernet Cable:

2)    If your Ethernet connection icon appears as follows:

image showing ethernet off

Then your Ethernet cable is not providing access to the internet. Check your Ethernet cable for rips and damage. If no damage is present, check the connector points of the cable at your laptop and at your router. Remove the connector from the laptop/router, leave it unplugged for 30 seconds, then plug it back in. The icon should return to normal.

3)    If your Ethernet connection icon appears as follows:
image showing ethernet unplugged
This indicates that one end of your Ethernet cable is unplugged, either the connector for the computer or the router.


2)     If your WiFi connection icon appears as follows:
image showing wifi off

This indicates that you are not connected to WiFi. 
3)    Click on the WiFi icon and select your home network. Click the Connect button. Provide your WiFi password when prompted. If your connection attempt is not accepting your password, please contact your Internet Service Provider for assistance with resetting your router’s WiFi password.

image showing connecting to wifi

Slow Internet Traffic Speeds

NOTE:    If you want to test your internet speed, ensure you are NOT connected via VPN.
1)    If you are connected to the internet, but you are experiencing long loading times, check you internet speed at:

2)    Click the large GO button to start the test.

image showing the go button on the speed test service
3)    Check the results from the test. Any result that shows a Download speed greater than 1Mbps, and an Upload speed greater than 0.50 Mpbs should be able to support access to student email and Brightspace.   If the download or upload speed is less than the level of service you are paying for, you should consider reporting the problem to your Internet Service Provider.

image showing results of the speed test



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