A slow or unreliable internet connection can interrupt your work in SimplePractice. After updating your operating system and browser, follow the steps in this guide to check your connection speed, equipment, and network setup.
In this guide, we’ll cover:
- Testing your connection
- Checking your hardware
- Rebooting your network
- Calling your internet service provider
- Reviewing additional devices on your network
- Checking your workspace
Note: These steps address common issues without adjusting network settings. If your connection doesn’t improve, contact a network specialist or your internet service provider (ISP).
Testing your connection
Start by running an internet speed test to see how fast your connection is. This can help you determine whether your internet speed might be affecting SimplePractice performance.
To run a speed test:
- Go to Google or your preferred search engine
- Search for internet speed test
- Select Run speed test
Your results will show 3 measurements:
| Measurement | Definition | Recommended result |
| Download speed | How quickly your computer receives data | 10 Mbps download or higher |
| Upload speed | How quickly your computer sends data | 10 Mbps upload or higher |
| Latency | How long it takes data to travel both ways | 300 milliseconds (ms) or lower |
Internet speed can vary between rooms. Test your connection in different locations and note whether it is consistently or sporadically slow:
- If your connection is consistently slow:
- If your connection is sporadically slow:
Checking your hardware
If your internet is slow throughout your workspace, review your computer, modem, and router.
Computer
Older computers may not support higher internet speeds. The typical lifespan of a computer is 3-4 years for a laptop and 5 years for a desktop. After that, a computer may experience slower performance.
To help your computer run more efficiently, you can free up RAM by uninstalling unused apps and closing extra programs you're running.
Modem
If your modem is a few years old, contact your internet service provider to see if it’s time for an upgrade.
To prolong the life of your modem:
- Keep it in a cool, ventilated space
- Avoid heat sources like heaters, microwaves, and televisions
- Clear dust with compressed air
Router
Some modems have a built-in router. If yours is separate, you can identify the router by its antennas and its connection to the modem.
To improve your signal:
- Place your router at least 3 feet off the floor
- Keep it away from devices that emit wireless signals
- Consider upgrading if your router is more than a few years old
- Add a directional antenna that points toward your workspace
Rebooting your network
Restarting your modem and router can resolve temporary connection issues. To do this:
- Unplug both your modem and router for 1 minute
- Plug in the modem and wait 2 minutes
- Plug in the router and wait 3 minutes
Contacting your internet service provider
If your internet speeds are lower than what you're paying for, you can contact your ISP to review your service.
Common issues include:
| Issue | Explanation |
| You may have hit a data cap | Some plans slow your speed after you reach a monthly limit. Ask about plans with higher limits. |
| You may not be getting the speeds you’re paying for | Share your internet speed results to confirm you’re receiving the speeds your plan includes. |
| You may need to upgrade your plan | Frequent Telehealth calls or streaming may require higher bandwidth for consistent performance. |
Reviewing additional devices on your network
Your internet connection is shared by everyone using the same network. Activities such as video calls, downloading files, and streaming can slow your connection.
If possible, ask your network administrator to check the Quality of Service (QoS) settings to identify which devices are using the most data. If several people in your home or office use video conferencing, consider creating a separate network for SimplePractice.
Checking your workspace
The layout of your office or home can affect your WiFi signal. Walls, metal beams, and appliances can block or weaken signals.
To improve your connection:
- Move your modem or router closer to your workspace
- Use a WiFi network extender to boost the signal
- Keep routers and microwaves in separate areas, as they use similar frequencies