First we will run through a series of test (from our offices) to ensure that your cable modem is responding properly and that there is nothing wrong with your connection. If a problem with our service is discovered, we will immediately work to resolve the issue. If we believe the problem is linked to your home or your equipment, we will inform you of this. Once we have tested that our system is working, you have the option to request an on-site test at your modem by a BendBroadband technician for a fee of $39.50. If we find that there are issues that are our responsibility, we will waive the fee and work to resolve the issue. However, in most cases we find the speed issue is caused by customer-provided equipment; i.e. routers, wireless set-up, and PCs.