Troubleshooting

Make sure that no modifications have been made to the configuration of your equipment in relation to our router, that the settings correspond to your original request -either half-duplex (10 Mbps or 100 Mbps) or full-duplex (10 Mbps or 100 Mbps) mode-, and that your equipment is not set to “Autoconfig.”

 

Verify that your link’s bandwidth is not saturated. If the volume of traffic seems abnormal, try to find the IP address generating it at the firewall level. If traffic is legitimate and regular, however, contact your representative to have your link’s capacity increased.

 

If after checking this, it still isn’t clear why your service is slow, log on to our FTP server at ftp://ftp.videotron.net/vitesse/ and do a speed test. For more information, see the files “readme.txt” or “lisezmoi.txt.”

Make a “ping” request to an IP address. If your attempt is unsuccessful despite the fact that the Ethernet Link 0/0 light is on, there could be a transport problem. You should contact Technical Support.

 

If the Ethernet Link 0/1 light is off, check your network and equipment. Make sure that you’re using the right cable and that it is inserted in the right port.

From switch to switch, use a crossover cable because the switch reverses the ports.

From switch to router, use a straight RJ45 cable.

From router to router, use a crossover cable, unless you’re connecting it to an uplink port.

From router to hub, use a crossover cable, unless you’re connecting it to an uplink port.

You should contact Technical Support.

Unplug the cable from the ETH port and plug it in again. If you still need help, contact Technical Support. Videotron can perform a “clear ARP Cache” command in the Cisco router.