Troubleshooting Slow or Dropping WiFi/Internet Connections

Connection speed and reliability can be affected by network congestion, device type and specifications, VPN use, wireless interference, and physical obstacles like walls and windows. Here's how to troubleshoot before submitting a ticket.

Quick Fixes to Try First

1. Toggle WiFi off and back on. This reconnects you to the closest access point, which matters if you've moved around the building.

2. Restart your computer, then reconnect to WiFi. This resets your network adapter and often resolves stuck connections.

Run a Speed Test

Run a test at downtown.works/speedtest and note:

• Ping: should be 0–30ms

• Jitter: should be low

• Download/upload speed: varies by your device's WiFi chip

Click Copy Link after the test and include it when you submit a support ticket — this is the single most useful piece of information for our team to diagnose the issue quickly.

Device-Specific Notes

• Enterprise networks behave differently than home WiFi. If your device connects fine at home but struggles here, the issue may be device-specific rather than our network.

• Older or lower-end WiFi cards (some older laptop models, including certain Lenovo models) can struggle even on strong networks.

• Mac devices from 2010 or later generally have solid WiFi hardware. Make sure you accept the network's security certificate the first time you connect.

• Chromebooks may lag under heavy multitasking. Include your model number when submitting a ticket.

Windows: WiFi Disconnects After Sleep

If your WiFi doesn't reconnect automatically after your computer wakes from sleep:

1. Press Windows key + R, type devmgmt.msc, and press Enter to open Device Manager.

2. Expand Network Adapters, right-click your WiFi adapter, and select Properties.

3. Go to the Power Management tab and uncheck Allow the computer to turn off this device to save power.

4. Click OK and restart your computer.

Submitting a Support Ticket

If the issue continues, submit a support ticket and include:

• Your speed test link (see above)

• Your device's MAC address (see below)

Finding Your MAC Address

See How Do I Find My MAC Address on a PC? or How Do I Find My MAC Address on iPhone, iPad, or Mac for step-by-step instructions.

Additional Diagnostics

• Try Chrome Connectivity Diagnostics for a deeper look.

• Run the same speed test on a second device — if it's also slow, the issue is likely network-side; if it's fine, the issue is likely device-specific.

• Check our network status page for any known outages.