Have you made any recent changes?
Simple changes around your home can affect the speed of your broadband connection. These can include:
Putting in a telephone extension lead or changing your wiring. Extension leads can cause interference which lowers your speed. If you have to use an extension lead, use a new, high quality cable with the shortest possible length. Tangled and coiled cables can also affect speeds.
Microfilters. Microfilters look like little white boxes and split the phone and broadband signals so that they don't affect each other. They should be plugged into every phone socket you use in your home.
Adding new electrical devices. Halogen lamps, electrical dimmer switches, stereo or computer speakers, fairy lights, TVs, monitors and AC power cords have all been known to affect routers. Keep your router as far away as possible from other electrical devices, as well as those which emit wireless signals (such as cordless phones or baby monitors).
Moving your router off the floor. Try to place your router on a table or shelf rather than on the floor. Reducing the number of obstacles between your router and computer will give you a better wireless range.
Carrying out building work. Increasing the number or thickness of walls between the router and the devices that you use could also affect your broadband speeds.
If you believe any of the above could be the cause of your problems, contact your provider. They should be able to offer advice on how to improve your service. You can also read our practical tips for improving your broadband speed.
If you bought your phone/broadband service online or over the phone and change your mind about your contract, you can cancel the service up to 14 days after you enter the contract.
If the broadband speeds you are getting are far below the original estimate your provider gave you, you might be protected under the voluntary Code of Practice that applies to most internet service providers.
Is the problem with the network or the equipment?
Sometimes the problem lies with the equipment your provider has given you, or the software loaded onto it. Older routers can cause connection problems and might need to be upgraded to the latest model or require a software update. If you think there is a problem with your router, contact your provider. But be aware: some providers might charge you for a replacement, so check this first.
Your provider might be able to detect any technical problem by accessing your router remotely. This often removes the need to send out an engineer.
Your provider might ask you to connect your computer directly to the phone line with an Ethernet cable (a computer networking cable – often yellow – which should give you a faster, more reliable connection). This helps establish whether there is a line fault.
Your provider might also carry out a line speed test to see what speed you are actually getting. You can also do this yourself. Ofcom-accredited price comparison sites Broadband.co.uk and broadbandcompared.co.uk have speed checkers.
Try to use different devices to see if you experience the same problem with each. If the problem seems to be affecting one device more than others, check you have the latest security software installed. Computer viruses and malware can slow a device down.
Is the problem affecting others?
The problem might be more widespread than just your phone or broadband connection.
Most providers offer a service or status checker – either online or through an app – listing known, major network problems.
This information should also be available by phone – either via an automated message or from your provider’s customer service team. Often this information will tell you when they expect the problemto be fixed.
If your problem is not listed on the service checker, contact your provider as they might not be aware of it.
If you have been without the level of service you were promised, you might be able to claim some form of compensation – see below.
Moving home?
If you are moving home, check what kind of service your provider can offer at your new address.
If your provider cannot offer the level of service you need at your new address, ask them how much you would need to pay if you wanted to cancel. Not all companies would require you to pay an early termination charge in these circ*mstances.
