Performance Issue Troubleshooting

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CSSS Notifications

Thank you for reaching out to us regarding a performance issue. To expedite the troubleshooting process, please refer to the following steps.

1. Please share details of the page(s) and action(s) that are experiencing slow performance. For instance, is the issue persistent during a particular time period? Are there error messages?

2. If there are any error messages, please provide a screenshot that can be shared with our team.

3. Please perform the following actions and share the results with our team, including screenshots:

    a.  Navigate to this link:

         i. Click on the West US option under the US section.

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       ii. Wait for the graph in the section below to start running.

      iii. Note the average latency displayed by the testing run.

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    b. Navigate to this link to run a speed test for the network: 

        i. Take screenshots of the download and upload speeds once the test has been completed.

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      ii. This step will help confirm if this issue is due to the network.

     iii. Use the following ranges as a point of reference to determine the reliability of your network:

Download Speed Ranges (Mbps)

Bad: 1—25 Mbps

Average: 26—40 Mbps

Good: 41—100 Mbps

Great: 100+ Mbps

Please Note: A minimum download speed of 25 Mbps is required to perform basic functionality, such as checking email and web browsing, with one OTT activity (such as streaming a video).

If your download speeds are in the “Bad” or “Average” range, please follow the troubleshooting instructions given by your network provider to investigate the issue(s) and to improve the download speed.

If you require further assistance, please open a ticket with the MCi Help Desk. We will be happy to help you.

Thank you,

MCi Customer Support Desk















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