Troubleshooting slow Internet speed

Learn why your Internet may be running more slowly than expected, and a few ways to fix it.

There are a couple of reasons your Internet speed may not be running as fast as it should be:

Router
Are you using a router? If you are, most routers typically cause a slight decrease in your Internet speed. And some routers may cause a larger decrease than others. Here’s how to see if your router is slowing down the speed.

1. Try to connect to Internet directly to your computer/laptop, using an ethernet cable, and without using your router.
2. Run a speed test after you’ve connected your computer/laptop directly to the Novus network. (Novus offers a third-party speedtest).
3. If your Internet speed has improved from when your router was connected, your router is what is causing a slower Internet connection.

Physical barrier or distance
If you are connected to the Internet with wifi on a mobile device, it’s possible there’s a physical barrier, like a cement wall, interfering with the signal. Here’s how to see if your connection is slowed by this.

1. Run a speed test in the location where you’re experiencing slow Internet. (Novus offers a third-party speedtest).
2. Take your mobile device into the same room as your router, and run the speedtest again.
3. If the results are different, a physical barrier or distance are affecting your connection speed.

There could be an issue on the upstream outside of the Novus network. These issues often resolve themselves in a few hours. Try the test again a few hours later and if the issues persist, contact support 604-642-6688.

If this doesn’t work, please contact us.