ADSL Performance Problems

There are a few things to check if you are having problems with your service.

Of course, what to check really depends on the problem you are having, but the guide below will give you some useful pointers for general issues.

Problems with Service Speed

Switch your modem off for a few minutes & back on again.
This clears the modem cache memory & forces a new connection to us.

Make sure that nothing is downloading or uploading in the background.
You might have a virus or other nasty onboard sending millions of emails (for example).

Make sure that another computer on your network isn't hogging all the bandwidth.
Someone in your house might be using all your speed.

If you are connected to your modem via WiFi, try a direct ethernet connection and see if that improves things.
There might be interference on your Wireless network.

Unplug all the cables at your splitter/ filter & then re-connect them & try again.
I've seen a 2MBpS speed improvement by doing this & nothing else.

Try a different website.
The one you are using may be very busy.

Do a speedtest & record the results.
They might help us identify the problem.

Check on My Account to see if you have gone over your download quota for this month.
In which case your internet will be slowed down (shaped) until the 28th.

Test your service in "Isolation" - see guide here

Make sure your Phone line sounds nice & clear with no background noise.

Are you using a nice, short telephone cable between your modem & the telephone wall socket?
Ideally it should be no longer than 600mm (2 foot) if you are using an extension cable try without it as it may have been damaged.

 

Problems with Drop outs

Switch your modem off for a few minutes & back on again.
This clears the modem cache memory & forces a new connection to us.

Make sure that you have a line filter on each and every device connected to your phone line.
That includes other phones, alarms, faxes etc. This is the biggest cuase of drop out issues

Test your service in "Isolation" - see guide here

Make sure your Phone line sounds nice & clear with no background noise.

Unplug any new devices you may have connected to your phone line.

If you are connected to your modem via WiFi, try a direct ethernet connection and see if that improves things.
There might be interference on your Wireless network.

Are you using a nice, short telephone cable between your modem & the telephone wall socket?
Ideally it should be no longer than 600mm (2 foot) if you are using an extension cable try without it as it may have been damaged.

 

 

 

How to test your service in "Isolation"

This test allows you to rule out any devices connected to your phone line as causing the problem.

Step 1: Unplug every phone in your house

Step 2: Unplug any other device connected to your phone line (like alarms, faxes, dial up modems etc)

Step 3: Unplug the phone cable that comes from your modem at the splitter/ filter

Step 4: Unplug the splitter/ Filter from the phone socket

Step 5: Plug the phone cable from your modem directly into the phone socket (a 600mm cable or less)

Step 6: Restart your modem (switch it off & then on again after a few mins)

Step 7: See if the connection has improved (if connected by WiFi you might need to reconnect to the WiFi network)

Step 8: Put all the cables, phones, filters back how they were

 

If the service improves at Step 7, when everything except the modem is unplugged, this means that something that you have unplugged was causing the problem.

It could be a telephone extension cable, a filter gone faulty, an unfiltered telephone handset. By a process of trial & error you can work out which device is causing the issue & take appropriate action to fix it.