things first – How to take a screenshot
take a screenshot, press the Print Screen key on your keyboard, it may appear
as “PrtSc” 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
first thing to do is open a “Command Prompt” window.
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
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 www.google.co.uk -n 100”.
the Command Prompt windows so they are side-by-side, like the image below:
Command Prompt windows must be left open while the problem is occurring.
we need to see a Speed Test. Please
visit speedtest.net and click on ‘Begin Test.’ The test will begin and will
perform three tests, one for Ping, Download Speed and one for Upload Speed.
the tests have completed, you will be presented with your results, please take
a screenshot of this and name it Speedtest. An example:
the next screenshots, you will need to download a free application called
can obtain InSSIDer from the following link: http://www.techspot.com/downloads/5936-inssider.html Please
make sure you download the free version.
the app has been downloaded and installed, please run it and make sure it is
set to full screen and that the MAC address column is resized to show all
characters. Please then sort the Signal column to show best to worst by clicking
the word Signal so that a downward arrow is displayed.
An example of this can be seen here:
We require this screenshot to be taken from the location in which you experience the problem.
Now continue to the Sending Screenshots page for how to send your screenshots to us.