Slow Speeds

Speed is determined by different factors, including distance to the exchange, condition of the line, internal wiring or equipment. Also your speed will be affected if your exchange is highly contended. If you are having problems with the speed then the first thing you need to do is power cycling the modem/router (Switch the power off for around 30 seconds and switch the power back on). If that did not solve the issue then you have to look at your internal wiring and the equipment that you own.

1. Make sure you are using the latest firmware on your modem/router. You can usually download the latest version from the manufacturer’s website.

2. Ensure that you are not running an unsecured wireless connection as people will be able to log on and use your network. If you are using a wireless connection make sure it is not the signal is weak between the router and your computer. To rule out wireless being a cause, please try using an ethernet cable instead.

Going on from here, if this is not the issue then it is best to start examining the internal wiring.

3. Please connect a telephone to the socket and check the dial tone for noise or crackling. If the line is noisy try disconnecting the router from the line. If the noise is still present please call your telephony provider.

4. Please connect your router up to the test socket (please see for assistance) while using a different micro filter and with a different router. Please also disconnect any other non-ADSL devices from the line (including telephones, fax machines Sky etc.) to rule out your equipment/setup as being the cause.

5. The following speed test will have to be completed at 4 different times of the day to check for consistency and to rule out contention.

• When running the speed test you need to make sure that the PC doing so is the only PC connected to the router, via a direct cable connection.

• Other PC’s connected to the router may be using some of the bandwidth and this will have an effect on the speed test result.

• When running the speed test do so in ‘Safe Mode with Networking’. This way the other software on the PC will not start when Windows does, this other software may be using the Internet connection and this will have an effect on the speed test result

• Make sure that you have no P2P software or other programs running using all the bandwidth.

If you are Off-Network (BT Wholesale IPStream) then

a) Go to or

b) Confirm you have followed out the listed instructions and choose the ADSL & FTTC button

b) Enter your telephone number in the relevant field (you can leave the Service ID blank)

c) Note down the result and the time the test was run

If you are on our LLU network then

a) Go to

b) Click the Begin Test button

c) Once the test is complete type in the telephone number and click ‘Go’ to save the result

If you do not know if you are on-network or off-network then please try the BT Speedtest. If they do not recognise your telephone number then you are likely on our LLU network.

You will need to complete this test four times within a 24 hour period to check for consistency. Please supply us with at least four readings;

1: one from the morning (before 8am)

2: one from the afternoon (around 12pm)

3: one in the early evening (around 6pm)

4: one in the late evening (around 11pm).

6. As you are on a contended service you may notice a speed decrease in the evenings as the bandwidth from the network is being stretched by other users. This is normal behaviour for ADSL.

Please note that if the above are not checked and an engineer is sent out to your premises then you could be charged for the visit.

If you are still experiencing a slow connection once these checks have been done, please contact Technical Support on 01603 444 444 for further advice and inform them you have completed the above checks. The results of the speed tests will also be required.

Disclaimer: Please note one or more of the above links link to external websites. We cannot be held responsible for the information contained in these sites. Neither can we be held responsible for issues caused by the software available from these sites