When it's working, we tend to take for granted our connection to the Internet. We use it for our computers, tablets, phones, televisions, and more. But when it's not working, it feels like the end of the world: communication for work and school is interrupted, entertainment is unavailable, we can't even order food and supplies to sustain us day-to-day.

 

 

Step 1: Isolate the problem. Do other devices work well? That's a clue that your device may be at fault, not your connection. An old device may not have enough memory or graphics speedy enough for video conferencing.

 

Don't forget to check the online service itself. Your conference call goes through their servers, which could be overwhelmed when too many users are connected simultaneously. Most services have some way to check the current status (e.g. status.zoom.us and status.seesaw.me). If an alternate service works okay (e.g. Skype, Google Meet, or SeeSaw), then maybe the problem is not the connection at all

 

Tips:

  Restart your computer.

  Restart your cable or DSL modem.

  Close apps not needed at this time.

  Try other devices.

  Check service status (links above).

  Dedicate one device to video conferences.

 

Step 2: Test Your Speed: Your internet connection is through your ISP (e.g. Comcast, Verizon, CenturyLink) using a modem in your home. Your modem typically includes a WiFi router

 

Test Your WiFi Signal. Move your Chromebook as close to your modem as possible. On your Chromebook turn off the WiFi then turn it back on (click on the blue WiFi icon in the status area), then browse to speedtest.net and note the upload and download speeds (if desired, repeat several times and average the numbers). Now, move to the area in your home where you have problems, and repeat the process - turn WiFi off and on, then run speedtest.net again.

 

If the speeds are much lower in your work area, then something is interfering with your radio signal. Perhaps you're working to close to other appliances, like a microwave oven, or walls and floors are blocking the signal, or your modem's antenna is badly oriented. Or your modem is not working correctly/

 

For good video you'll need at least 10 Mbps download and 5 Mbps upload. If everyone in your family is trying to work online at the same time, you'll want at least 25 Mbps down and 10 Mbps up.

 

 

Step 3: Adjust your Modem. WiFi signals are like music - when you're closer, it's louder, but walls will muffle the sound.

 

If your WiFi modem is hidden in a closet or cabinet, move it up on a shelf where you can see it, not in the basement (unless that's where you work), and not in a spot with metal o water (an aquarium?) between you and it. Move it to central area, if possible, rather than in a corner or by outside wall of your home.

 

Your modem (like most modern ones) may have two network names, one ending in % or 5.0, the other ending in 2 or 2.4. 2.4 GHz is an older and slower protocol, but it works farther away. 5.0 GHz is faster but can't get through walls as easily. Change from one to the other on your Chromebook by clicking on the network name just below the blue WiFi icon in the status window.

 

Check with your ISP to see if your modem has all updates installed. This is typically an automatic process, but some modems might require you to manually update it.

 

Consider buying a mesh network system (e.g. Amazon's Eero, about $150 for a 2-pack) or a WiFi extender. A dual-band mesh system should work well, with two hubs; you can usually add a third or fourth if needed. Before you buy it, check that you can return it if it doesn't help or if you decide to get a moe expensive system.

 

Step 4: Work with Your ISP. Before calling your ISP, restart your modem; unplug it, wait 10-20 seconds, then plug it back in and test the connection again. If your modem has a backup power battery inside, check for a power switch.

 

Before calling, look at a recent bill, especially checking for a promised speed. Your tested speed should be close to their "up to" speed, but "close enough" is a judgement call. Your ISP may consider 10 Mbps reasonable if "up to" 25 Mbps is promised, but 3Mbps seems far too slow.

 

When you call, explain the problem, how it affects you ("my teacher's video keeps freezing"), and ask if a newer modem would help. Ask if a cable test is possible, if there are other complaints or outages in your area, and if there is any temporary construction or servicing going on.

 

Check offers from other ISPs. Your cable connection is probably consolidated with your neighbors', so using a different ISP (which your neighbors are not using) could give you a better connection. You might also ask your current ISP if you can pay for a faster speed. "If you're tempted to upgrade to a faster tier, tell your ISP you're going to test it and downgrade again if it doesn't solve your problems" (Geoffery A. Fowler, The Washington Post).

 

Step 5: Live With it. Turn off hidden data hogs when you are about to enter an important video call, such as smart speakers, streaming security cameras, etc. Turn off your video so other participants in the meeting can at least hear you clearly, even if they can't see you. On a Windows computer use the free malwareBytes to check for malware gobbling up bandwidth and memory. Consider using your smartphone data, either to enter the meeting from your phone, or connecting your Chromebook to your phone's hotspot (if you have a big enough data plan).

 

 

Birds of a Feather: Search the internet for other people who have the same problem and see if they found a solution.  Even if suggestions didn't help everyone with a problem, they may be just the thing to help you.

 

Cellphones: Many carriers offer a "WiFi Calling: feature, which lets you make and receive calls through WiFi when the cell network is weak or unavailable. You can turn this off (Settings - Cellular or Connections - WiFi Calling) to keep WiFi for your computer use, and reduce dropped calls if your internet connection is spotty.

 

Ditch the Wi-Fi: Consider connecting your device to your Wi-Fi router with a physical ethernet cable. A wired connection will always work faster and more reliably than Wi-Fi. This will work best for your laptops or Chromebooks.; it will not work for many tablets Your larger laptop may have an RJ-45 ethernet socket, and you only need a network cable. Chromebooks (and newer laptops like the Microsoft Surface) will need a "USB to Ethernet Adapter" to which to connect the network cable. While not free (like most of the other tips), this solution is fairly cheap; the adapter will cost $10 to $20 online through Amazon, Best Buy, New Egg, Wal-Mart, and others. The network cable will also cost $5 to $10, front he same sources (Menards, Home Depot, and Lowes also have cables in stock).

 

Lower Expectations. At my home, we've been watching more live streams, but the video and audio often freeze or stutter at the default automatic quality setting. I can change their "auto" setting to a lower specific quality and with a slightly blurry image both audio and video continue without interruption.