ASK4 Support Slow Speed Connection Troubleshooting for Wired Connections Windows Edition

ASK4 Support
Slow Speed Connection
Troubleshooting for Wired Connections
Windows Edition
Your Connection
If you are receiving slower speeds than expected, please follow the diagnostic steps
within this document.
The information provided by these tests will help the ASK4 Support team diagnose
and resolve your problem. Please ensure you only run these tests during the time you
experience your issue as results sent to us when your connection is working properly
won't provide us with the information we need to solve your issue. Try to include the
time and date in the screenshots as this helps us diagnose the problem.
These instructions are for:
A computer running Windows 7, Windows 8 or Vista.
Taking Screenshots
Once you have completed the tests, we need to see the results.
The best way to show them is to take screenshots.
If you are unsure how to take screenshots, please familiarise yourself
with the procedure below.
To take a screenshot, press the Print
Screen key on your keyboard,
it may appear as “prt sc” or “prt scrn”.
To save the screenshots, open
Paint by typing “Paint” into the Start
Menu's search box, as shown in
the image to the right.
Once Paint is open, hold down
CTRL and press V, this will paste
the screenshot into Paint.
Save the screenshots to your Desktop
using the save icon at the top of the page.
Before Starting
First we need to rule out the most common causes of a connection fault. Please run
through the checklist below to do this:
● Restart your computer
● Close any programs that could be using the Internet (such as peer-to-peer clients)
● Connect your computer directly into the wall using an Ethernet cable and remove
any routers, access points or switches (if applicable).
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Getting Started
The first thing to do is open a "Command
Prompt" window. To do this, type "cmd"
(without the quotes) into the search box on
the Windows Start menu. Repeat this process
as we will need two Command Prompt
windows open.
Starting the Tests
In the first Command Prompt window, type the following command (without the
quotes) and then press enter: “ping gw -n 100”
In the second Command Prompt window, type the following command (without the
quotes) and then press enter: “ping -n 100”
Arrange the Command Prompt windows so they are side-by-side, like the image below.
The Important Bit
These Command Prompt windows must be left open whilst the connection is slow.
While the tests are running, you will need to minimise all other programs. Once they
finish, you just need to take a screenshot of both windows together (use the instructions
on page 1 for how to do this).
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Further Information
Using the Command Prompt there are also a few other commands we can run to
obtain more information about your problem.
The next command you will need to run is "arp -a" (without the quotes). Please take
a screenshot of this using the instructions on page 2.
After this, we will need you to do the same again, however this time type
"tracert" (without the quotes). Please take a screenshot of
this once it has finished running the test.
There are a few other commands we can use to ascertain the cause of your speed
issue. The first one is "netstat -e" (without the quotes), as seen below:
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The other command that we would like you to run is “pathping” (without
the quotes), this will take a couple of minutes to run and will initially look like this:
Once it finishes, it will display the following information. Please take a screenshot of this.
We then need to take a screenshot of an Internet speed test. To do this, first go to and click "Begin Test". After a few moments, it will present you
with a result similar to the below image. Please take a screenshot of this.
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Last Step
The above Command Prompt windows can now be closed, however there is one
further screenshot we would like you to take. Open a new Command Prompt window,
as described on page 2 and type the following command (without quotes) and press
Enter: "ipconfig /all"
Take a screenshot of this new Command Prompt window. Once done, this can be
We have provided a checklist for you, to ensure each screenshot has been captured.
ping google -n 100
ping gw -n 100
arp -a
netstat -e
pathping test
ipconfig /all
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What to do with the Screenshots
The screenshots should be saved to your desktop as .PNG or .JPG files.
These need emailing to the ASK4 Support team so that they can be analysed further.
To do so, please send an email to the following address: [email protected]
Required information (please put this in the body of the email):
● Your full name
● Your building name, address and block/flat/room number
● Your contact number (optional)
● Your ASK4 username (optional)
● Your ASK4 issue reference number if you already have one (optional)
Please add the screenshots as attachments to the email. The Support team will
reply with an issue reference number. Please quote this in any future communications
with ASK4 about this problem.
If you would like any assistance with these instructions or have any questions for
ASK4, please contact us using the details below:
Telephone: 0114 303 3232
Email: [email protected]
SMS: Text “Call Me” to 07797 800 545
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