If your Neptune service is experiencing issues or showing signs of poor performance, the first step is to run a Ping Test on your computer and/or Health Check through the Triton Subscriber Portal. This diagnostic tool provides valuable insights into the status of your connection and can help pinpoint any issues affecting your service.
Run Ping Test
A ping test is a simple diagnostic tool used to check the connectivity between your device and another device or server on the internet. It measures how long it takes for a small packet of data to travel from your device to the target server and back, indicating the speed and stability of the connection.
How to Run a Basic Ping Test
Open Command Prompt or Terminal:
On Windows, press Win + R, type
cmd, and press Enter.On Mac, open Terminal from Applications > Utilities.
On Linux, open your terminal application.
Enter the Ping Command: Type
pingfollowed by a target IP address of your gateway or domain name. For example:ping 103.252.194.1
This command sends several small data packets to our BNG.
Review the Results: The output will display a series of responses, including:
Response Time (ms): How long it took for each packet to reach the target and return.
Packet Loss: Shows if any packets didn’t make it back, indicating potential issues in the connection.
Average Latency: The average time for each packet to complete the trip, which gives an idea of connection stability.
Interpreting Ping Test Results
Low Latency (Response Time): A lower number (measured in milliseconds) means faster responses, indicating a strong connection. Typically, anything below 80 ms is considered good for most activities.
High Latency: High numbers, especially over 200 ms, may indicate network issues or a slow connection. Please run Triton Healthcheck.
Packet Loss: If you see packet loss, it suggests instability in the network. Consistent packet loss may mean there are connectivity issues to address and there might a problem with your Router or Neptune Internet Service. To make sure please run Triton Health Check.
How to Access the Health Check
To run a Health Check:
Log into Triton: Head to Triton and log into your account.
Select Your Service: Choose the service that is experiencing issues.
Go to Actions > Health Check: In the Actions menu, select Health Check to open the diagnostics tool.
Running the Health Check
When you initiate the Health Check, Triton will automatically detect your connection if you are on your Neptune network. To begin, click Run Health Check. The diagnostic process takes 2-5 minutes to complete, so please wait for it to finish. Once completed, the Health Check will display an updated status of your connection.
Understanding Health Check Results: Traffic-Light Coded Statuses
The Health Check provides traffic-light coded statuses for key aspects of your connection:
Stability: Indicates the reliability of your connection.
Performance: Reflects how well your network is operating in terms of responsiveness.
Speed: Shows your current speed levels relative to expected performance.
Each status is color-coded like a traffic light:
Green: Indicates optimal performance.
Yellow: Indicates a moderate or potential issue.
Red: Indicates a problem that may require attention.
Check the Dropout Count: If you’re experiencing frequent disconnections, review the dropout count in the Health Check results. A high count may require additional attention from our support team.
"Have you tried turning it off and on again?"
Try power cycling your equipment:
Turn off your NTD (Network Termination Device) and the router (CPE) by unplugging them from the power source.
Wait for 10–15 seconds to allow a full reset.
Plug them back in and turn them on.
This simple step often helps reset the connection and resolve minor connectivity issues. If your service still has issues after this, try to run a Ping Test or the Health Check in Triton again.
Next Steps if Your Service Requires Attention
If the Health Check indicates that your service may require attention (e.g., red or yellow indicators), please reach out to our support team for assistance. You can contact us via:
Email: [email protected]
Chat: Use the chat window in the bottom right corner of Triton.
Additional Information Provided by the Health Check
Alongside the traffic-light coded statuses, the Health Check provides detailed information to help with troubleshooting, including:
IP Addresses: Displays your current IP addresses for easier identification.
MAC Address: Identifies your device for network diagnostics.
NTD (Network Termination Device) Status: Shows the status of your NTD, which is essential for connectivity.
By following these steps and running a Health Check, you can quickly assess your Neptune service status, identify any issues, and gather important information to assist in troubleshooting.