If you experience trouble getting low connection speeds when connecting to Leapfrog, please follow the process below.

This problem is one of the hardest to troubleshoot and resolve. Username/password errors, email problems and the like can usually be traced back to the source of the problem and resolved quickly. In the case of low connection speeds, there are many more variables at play, starting from the computer, the modem, the inside wiring of the house, the outside wiring to the phone company's serving office, the modem that answers the call and then the entire network.

About 50% of the time the issue lies somewhere in the physical connection; most often we see slower connection in older neighborhoods with older wiring, or in rural areas where the distance to the serving office is quite long. About 25% of the time, the problems lays in the computer or modem; in our experience most modems don't just quit suddenly but begin to deteriorate over a period of time. Thankfully, modems are quite inexpensive these days and can be bought for $50.00 or less in most areas. The remaining 25% of the time the problem is 'somewhere else'. Undoubtedly, there are some times when the problem resides somewhere on the Leapfrog network, although we do have teams of technicians constantly working to maintain the network and the likelihood of chronic slow speeds being attributed to Leapfrog directly is quite small.

The best way to troubleshoot low connection speeds is to experiment a little bit with your computer. If you have a laptop, try taking the computer somewhere else and try to dial in- this will tell you if the issue is internal to your house or the wiring to the serving office. Try using your login credentials on someone else's computer- this will tell you if the issue is with your computer or modem. Try replacing the telephone cord that goes from your computer to the wall, or try dialing from a different jack in the house. Install a new modem. Play around with various setups and see if you can isolate the problem. In polling that we have done from our customers, we note that only about 1 in 10 cases the connection speed from Leapfrog will be slower than from their previous ISP. Most often there is simply nothing that we can do to resolve the connection speed, other than to be honest and tell the customer the reality of the situation.