Overview

If your connection feels slower than expected, several factors may be affecting performance.

This guide will help you identify whether the issue is related to your service, Wi-Fi environment or connected devices.

Run a speed test

Before troubleshooting, run a speed test using a single device.

For the most accurate results:

• Pause large downloads and streaming services
• Disconnect devices you’re not using
• Use a wired connection where possible

Compare wired and Wi-Fi performance

Test your connection using both Wi-Fi and an Ethernet cable.

If wired speeds are significantly faster than Wi-Fi, the issue is likely related to signal strength or interference.

Check your devices

Performance can vary depending on:

• Device age and capability
• Operating system updates
• Background applications

Restart your equipment

Restart your router and any connected extenders.

Allow a few minutes for the connection to stabilise.

Check for service issues

Sign in to My Account to check for known outages or planned maintenance.