Online Support Centre

Troubleshooting your connection speed

When you first connect to the Internet the initial connection speed is displayed. The speed shown is not a true reflection of the actual speed, true connection speed is never constant.

When you connect, you have a dynamic link on which the speed will change every second. You can get a more accurate reading of the speed by taking a speed test.

You can test your speed through the facility in My Account:

  1. Please go to My Account on our website -
  2. Click on the Internet tab.
  3. You will then see a section called Broadband Speed Test. Click on the link that says Test your speed now >> .

If you are having problems with your connection we recommend that you run a speed test and supply that information to our Technical Support team, by raising a Ticket via Contact Us.


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Broadband settings

Troubleshooting USB Broadband modem problems

Slow speeds

Updating your Modem/Router Drivers and Firmware

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  • Informational : General Information
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Customer Care: 0844 395 0830 or 0345 140 0200 (7 days a week, 365 days a year)
Technical Support: 0844 395 0830 or 0345 140 0200 (7 days a week, 365 days a year)
Calls to our 0844 support number cost 6p per minute plus your phone company's access charge.
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