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Access Points

Xplore’s Internet services are delivered through a shared bandwidth system. Whether it is delivered through a satellite or a fixed wireless tower, it is referred to as an Access Point (AP). Each of our APs provides an Internet connection to each specific region. All of our subscribers’ receivers and modems within this specific region communicate with the AP and pass all information requests through this point. Each AP has a limit of how much information it can process at once.

Numerous factors affect Internet speed. Factors can include but are not limited to, your router, the number of connected devices, the status of your devices (i.e. firewall, procedures for optimization, antivirus analysis, backup, etc.), your location, weather, and other factors beyond Xplore’s control.

Peak Time Hours

When multiple users who are subscribed to our service attempt to use high bandwidth services on multiple devices at the same time, it creates a period of data delivery we call Peak Time Hours. To ensure that all users have fair access to this service during the Peak Time Hours, Xplore utilizes Traffic Management Policies to protect time-sensitive data. These policies are in place to ensure that everybody gets equal access to the service, and so that a small handful of users do not cause the service to be poor or slow for everybody else.

Troubleshooting Internet Speed Issues

Please note that many of these steps may only apply to Windows-based computers, and the steps listed may differ depending on the individual operating system (ex. Windows or Apple) that you’re using.

Check your router

  1. Reset your router.
    Sometimes restarting your home network by powercycling your router can increase the speed of your connection. To do this, unplug the power to your router for 30 seconds. Plug the power to your router back in and wait for your devices to reconnect.

  2. If you are using an Xplore Wireless Router, please follow these steps to check potential interference.

  3. Bypass your router.
    Routers can lose some speed as they direct traffic between devices. Bypassing a router ensures that you are testing your speeds with only one device and that another device is not using your bandwidth without your knowledge. To do this, unplug the Ethernet cable that is plugged into the back of your router at the WAN or Internet port, and plug the cable into one computer directly, normally at the same port that your router cable plugs into. Power off your router so that a wireless computer will only see the new cabled connection. We will often ask that you bypass your router so that we may run connectivity tests to your modem or radio to check for cabling issues.

Check your Whole Home Wi-Fi Unit(s)

  1. Reset your Whole Home Wi-Fi Unit
    1. Similar to the router, you can restart your Whole Home Wi-Fi unit by powercycling the unit which could resolve some connectivity issues. To do this, unplug the power to your unit for 30 seconds. Plug the power to your unit back in and wait for your device to synch. to the Xplore Hub.
  2. If you are using an “All Whole Home Units” network, you can powercycle both the controller and agent(s) to resolve some of the connectivity issues.
  3. For more information on connecting your Whole Home Wi-Fi network please follow these steps.
Check your devices
  1. Does your computer need some basic maintenance?
    Sometimes what seems like slow Internet service is a slow computer problem. Run your disk defragmentation utility, and a virus/malware scan, and empty your recycle bin. An unusually slow Internet connection is often the only sign that your computer is infected with viruses or other issues. Never allow the free space on your C: drive to be less than 10% of the total size. Ensure that old programs that you’re no longer using are uninstalled, particularly an old anti-virus or firewall program. A local computer repair store should be able to help you with this kind of maintenance if you require assistance.

  2. Optimize your cache or temporary Internet files.
    These files improve your Internet connection performance by not downloading the same file/web page over and over again. However, over time they can get full and your computer spends too long looking to see if it has been to a page before. To clear your cache:
    • Microsoft Edge: press “Ctrl+H” at the top of your browser -> Click on “. . .” (more options) -> click on “reset browsing data” -> Select the time range and press “clear now”

    • Firefox: click on Tools (at the top) -> clear private Data.

    • Safari: click on the gear on the top right -> reset Safari and check off ‘clear history.’

    • Chrome: press “Ctrl+H” at the top of your browser and click on “Clear Browsing Data”

  3. Ensure that any Peer-to-Peer or Virtual Networking Software is turned off.
    Sometimes simply closing the program window will still leave it running in the background. For Windows-based computers, in the system tray (lower right corner, near the time) you will have small icons for programs running in the background. Hover over each of these and make sure it is something that you want running, such as your anti-virus program or volume control. If you see your VPN or peer-to-peer program listed you can click on it here to close it. Go into the options menu for these programs and make sure that “turn on when Windows starts” is not checked.

  4. Check for programs using your connection.
    For Windows-based computers, to test if other programs are accessing the Internet without your knowing, click Start -> all programs -> accessories -> Command prompt. (For Windows 7, Windows 8 and Windows 10, please right-click on Command Prompt and then left-click on Run as Administrator.) Type netstat -a. This will list every port that an individual computer has opened currently. Scroll through and take a rough count of how many lines there are. More than 100 may indicate a problem. Using the netstat -b command line instead will give details about what website/program is using a specific port. A port is like a doorway to the Internet and the more that are open by your computer, the more bandwidth is being used. Too many ports open can ultimately cause you to lose the Internet as when you request a webpage, there is no doorway available to use. Ports eventually timeout and close, so this may be a factor if your speed is intermittently slow.

Other Factors to Consider

  1. Please be aware of our Traffic Management Policies as it relates to your service.
    Xplore has implemented Traffic Management Policies to try to ensure that each Xplore customer receives fair and consistent access to the Internet. For some of our platforms, the Traffic Management Policy includes reductions in speeds if you exceed a certain bandwidth allowance.

  2. Check your data usage. Are you subscribed to our “LIMITED STATE” service?
    Xplore has a product feature that ensures our customers do not receive surprise overage charges on their bills. Once the customer reaches their monthly data quota, their download and upload speeds are significantly reduced (but are not shut off altogether). You will not be billed for any usage at this point. To check your data usage, visit If you have reached your quota, then you will be in limited state status if on this plan type. To remove the Limited State status, you may upgrade data plans if available and/or change to a usage-based billing type plan by visiting or calling into customer service. Changing to a usage-based billing plan will ensure your speeds remain as high as possible, but you will be charged for additional data usage (measured per byte) at the rate of $4/GB.

  3. Try browsing the Internet or the application at different times of the day.
    As Xplore is a shared bandwidth service, time of day and what all of our customers are doing at a given time can affect your performance. Knowing if there is a specific time frame where you experience the problem will help us to diagnose the problem.