Self tests

Performing a Speedtest

How to perform a speedtest

  1. Ensure that you are using a device cabled into your router. Do not use wifi to perform a speedtest (see note below)
  2. Ensure that no other devices are connected to your network while performing a test
  3. Open your web browser (for example Chrome, Firefox, Edge)
  4. Go to www.speedtest.net or speedtest.mybroadband.co.za
  5. Click on GO or START TEST
  6. The test will run for a couple of seconds, before showing your results

speedtest1.png


speedtest2.png

Why perform a speedtest using a cabled device?

This will allow us to better pinpoint where an issue is, and help get a quicker resolution. It allows us to differentiate between a backhaul issue (fibre or fixed wireless) and internal wireless issues, both of which require a different approach to resolve. The result of this test is also a requirement from various fibre vendors (if applicable) before we can log a support ticket with them to investigate any possible issues on a line.

Why is it important that no other device be connected to my router while performing the speedtest?

A speedtest shows the "leftover" capacity on your line. If any device is busy downloading in the background (i.e. a device performing automatic updates, or syncing to the cloud), it will skew the result, and make it more difficult to pinpoint the exact issue.

How do I take a screenshot?

Sometimes our support team might ask you to take a screenshot of your speedtest results and email it to us. Please see this link on how to take a screenshot.

Performing a Pathping/Traceroute

What is a Pathping?

A Pathping is a Windows application which greatly assists when troubleshooting intermittent link issues. At times, our support team might ask you to perform a Pathping to a specific destination.

How to perform a Pathping?

  1. Firstly, unless advised otherwise by our support team, ensure that you are connected to the router using a cabled device.
  2. Open Command Prompt. To do this, click on the Windows/Start button, and type CMD Find and click on Command Prompt in the list.
  3. A separate, black window will open. Type pathping www.google.com (or whichever website our support team advises you enter) and press ENTER
  4. Pathping will start the test. Note that the test will take about 4 minutes to complete. Wait until the test finished with a Trace Complete message.
  5. If required, take a screenshot of the result, and email it back to our support team.

pathping1.png

pathping2.png


How to take a screenshot?

Sometimes our support team might ask you to take a screenshot of your pathping results and email it to us. Please see this link on how to take a screenshot.

Taking a screenshot

Sometimes our support team will ask you to perform a test and send us a screenshot. On a Windows computer, simply press the PrtScrn (Print Screen) button on your keyboard. Then, open your email client and start a new email. Simply click in the body of the email and press CTRL+V (or right click and select Paste). Your screenshot will be copied into your email.

When sending us a screenshot of a tests, please always ensure that the date & time the screenshot was taken is clearly visible in the image.