If you are currently experiencing slow speeds we recommend completing the following troubleshooting.
- Check Your Home Phone Is Working
If you have a Home Phone Handset plugged in, pick it up and make sure that there is no interference on the line and that the Home Phone is working.
If the Home Phone isn't working, there may be a fault on your line that is causing issues with your ADSL Internet Service and you will need to report this to us
2. Complete A Power Cycle
To complete a Power Cycle all you have to do is turn off the equipment (modem) at the wall for 5 minutes and then turn it all back on again.
This just helps refresh the connection and gives it a kickstart.
If this doesn’t work, please try the below troubleshooting.
3. Complete An Isolation Test
To complete an Isolation Test you need to remove all equipment from the phone sockets within your premises. This includes all phones, modems, faxes, splitters and filters.
You will need to leave the equipment disconnected from the sockets for a period of 15 minutes. Then, plug your modem directly into the main phone socket and re-test the Internet Connection
Try using the internet and see if it is back up to normal speed, if it is, there could be an issue with the spitter or even the phone line.
If this doesn’t increase your speed, please leave the modem in isolation and complete the below.
4. Complete A Speed Test
To complete a speed test please connect your Modem directly to your computer with an Ethernet Cable.
Please click on the below link once your equipment is connected as per the instructions.
Please complete and keep the results of 3 speed tests at least 2 hours apart and email screenshots of your results to firstname.lastname@example.org