Summary

This guide helps you troubleshoot and resolve: How to check your internet speed and diagnose slow connectivity issues. Follow the steps below to fix the issue.

Common Causes

Slow internet can be frustrating, especially when you're trying to get work done. This guide walks you through how to accurately test your internet speed and perform basic troubleshooting so you can identify whether the problem lies with your service provider, your hardware, or a specific device on your network.

Quick Fix Steps

1. Restart your modem and router — switch them off, wait 30 seconds, then power them back on.
2. Move closer to your Wi-Fi router or connect directly using an Ethernet cable.
3. Close all background downloads, streaming services, and cloud sync applications.
4. Run a speed test using Speedtest by Ookla or FAST.com.
5. Compare your results against the plan speed listed on your ISP bill or service plan documentation.

Detailed Instructions

Preparing for an Accurate Speed Test

Before running a speed test, it is important to eliminate variables that can skew your results. A test run while other devices are downloading updates or streaming video will not reflect your true connection speed.

• Pause all cloud backups and file synchronisation (e.g., OneDrive, Google Drive, Dropbox).
• Close streaming apps like Netflix, YouTube, or Spotify on all connected devices.
• If possible, disconnect other devices from your network temporarily.
• Connect your computer directly to your router using an Ethernet cable to bypass Wi-Fi interference.
• Run the test during off-peak hours if possible, as network congestion during peak times (typically 7pm–11pm) can affect results accuracy.

Running the Speed Test

1. Open your web browser and navigate to www.speedtest.net.
2. Click the Go button to begin the test.
3. Wait for the test to complete — it will display three key metrics: Download, Upload, and Ping.
4. Note down your results or take a screenshot for reference.
5. Run the test two more times and calculate the average for a more reliable reading.

Understanding Your Results

• Download speed — Measures how quickly data travels from the internet to your device. This affects streaming, browsing, and downloading files. Most home and small business plans prioritise download speed.
• Upload speed — Measures how quickly data travels from your device to the internet. This matters for video calls, sending large email attachments, and uploading files to cloud services. Upload speeds are typically much lower than download speeds on standard plans.
• Ping (latency) — Measures the response time in milliseconds (ms). Lower is better. A ping below 30ms is excellent for most tasks, while anything above 150ms can cause noticeable lag in video calls and online meetings.

Check for ISP Outages

Before troubleshooting your own equipment, check whether your internet service provider is reporting an outage in your area.

1. Visit your ISP's website and look for a service status or outage page.
2. Check your ISP's social media channels for current network alerts.
3. If an outage is reported, wait for the provider to resolve the issue before proceeding with further troubleshooting.

Isolate the Problem to a Single Device

If the speed test shows poor results, the next step is to determine whether the issue affects your entire network or just one device.

1. Run a speed test on a second device — ideally a different type (e.g., test a phone if your laptop is slow).
2. If the second device performs well, the problem is likely with the original device. Restart it and check for malware or background applications consuming bandwidth.
3. If both devices show poor speeds, the issue is likely with your router, modem, or internet connection.

Check for Wi-Fi Interference

Wi-Fi signals can be disrupted by physical barriers and other electronic devices. If your wired speed test is fast but Wi-Fi is slow, interference may be the cause.

• Keep your router in an elevated, central location away from walls and furniture.
• Avoid placing the router near microwaves, cordless phones, baby monitors, or Bluetooth devices.
• Ensure your router is using the 5GHz band for devices that support it — it offers faster speeds over shorter distances compared to the 2.4GHz band.
• Check how many other Wi-Fi networks appear in your area. Densely populated offices or apartment buildings can cause congestion on the 2.4GHz band.

Restart Your Network Equipment Properly

A simple reboot resolves a surprising number of connectivity issues, but it needs to be done correctly to flush stale caches and re-establish your connection with the ISP.

1. Switch off your modem and router using the power button or by unplugging them.
2. Wait at least 30 seconds — this allows capacitors to fully discharge.
3. Power on your modem first and wait for all indicator lights to stabilise (usually 1–2 minutes).
4. Power on your router and wait for it to fully boot up.
5. Reconnect your device and run another speed test.

Check Your Router Firmware

Outdated router firmware can cause performance issues and security vulnerabilities. Check for updates through your router's admin interface.

1. Connect a computer to your router via Ethernet cable.
2. Open a web browser and enter your router's admin IP address (commonly 192.168.1.1 or 192.168.0.1) into the address bar.
3. Log in using your administrator credentials (often found on a sticker on the router if you haven't changed them).
4. Navigate to the Firmware Update, System, or Administration section.
5. Click Check for Updates or Update and follow the on-screen prompts to install any available firmware.
6. Do not turn off the router during a firmware update.

Check for Background Bandwidth Usage

Sometimes a single application or process is quietly consuming your entire connection. You can identify these using built-in tools.

On Windows 11:

1. Press Ctrl + Shift + Esc to open Task Manager.
2. Click the Performance tab, then select Wi-Fi or Ethernet on the left panel.
3. Check the network utilisation graph for unusual activity.
4. Switch to the Processes tab and click the Network column header to sort by bandwidth usage.

On macOS (Ventura and later):

1. Press Cmd + Space to open Spotlight, type Activity Monitor, and press Enter.
2. Click the Network tab.
3. Sort by the Sent Bytes or Rcvd Bytes column to identify processes using significant bandwidth.

Check Your Network Cables

If you're using a wired connection, damaged or outdated cables can significantly reduce your speeds.

• Ensure all Ethernet cables are firmly clicked into place at both ends.
• Check the cable category printed along the cable sheath — Cat5e supports up to 1,000 Mbps, while older Cat5 cables max out at 100 Mbps.
• Replace any cables with visible kinks, crimps, or damaged connectors.
• If your modem and router are separate devices, the cable between them should be as short as practical and in good condition.

Test at Different Times of Day

Internet speeds can fluctuate based on network congestion in your area. If you notice consistently slower speeds during peak hours (typically 7pm–11pm), this may indicate congestion on your provider's network rather than a fault with your equipment.

1. Run speed tests at three different times throughout the day — morning, afternoon, and evening.
2. Record the time and results for each test.
3. If speeds drop significantly during peak times but are fine at other hours, note this pattern when reporting the issue.

Common Business Speed Requirements

Different business activities require different levels of bandwidth. Use these guidelines to assess whether your current plan meets your operational needs.

• VoIP phone calls — Require approximately 100 Kbps upload and download per concurrent call, with low latency (under 150ms) for clear voice quality.
• Video conferencing (e.g., Microsoft Teams, Zoom) — Require 1.5–4 Mbps download and upload per participant for HD quality. Multiple concurrent calls will multiply this requirement.
• Cloud applications (e.g., Microsoft 365, Xero, CRM) — Require stable download speeds of at least 5–10 Mbps, with reliable upload speeds for saving and syncing files.
• Large file transfers and backups — Benefit from higher upload speeds (20 Mbps or more) to minimise time spent uploading data to cloud storage.

When to Contact Your ISP

If you have completed the troubleshooting steps above and your speeds remain consistently below 80% of your plan's advertised speed, contact your internet service provider.

Before opening a ticket, gather the following information:

• Your account details and service plan information from your ISP bill.
• Speed test results with dates, times, and whether the test was run over Wi-Fi or Ethernet.
• Notes on whether the issue occurs at specific times of day or affects all devices.
• Confirmation that you have restarted your modem and router and checked for local outages.

Open a support ticket via Open a Ticket and attach your speed test records so the support team can diagnose the issue efficiently.

Conclusion

Accurate speed testing and methodical troubleshooting help you determine whether slow internet is caused by your connection, your hardware, or a specific device. Keep a record of your speed test results with dates and times, as this data is invaluable if you need to escalate the issue to your ISP. If problems persist after following these steps, open a ticket via Open a Ticket for further assistance.

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