Connectivity
Slow Internet Troubleshooting: Why Your Connection Feels Slow
"Slow internet" can mean several different things -- slow Wi-Fi in one room, slow streaming on one device, or a genuinely lower speed than what you're subscribed to. This guide helps you figure out which one you actually have, since the fix is different for each.
Step 1: Test correctly first
Before assuming anything is wrong, run a proper speed test -- see our guide to testing internet speed correctly. Test with a device connected directly by Ethernet cable if possible; Wi-Fi speed and internet speed are not the same thing.
Step 2: Is it Wi-Fi, or the connection itself?
- Test the same speed test on a device connected via Ethernet cable, and on a device using Wi-Fi. If Ethernet is fast but Wi-Fi is slow, the issue is Wi-Fi coverage/interference, not your internet plan -- see our Wi-Fi coverage guide.
- If speeds are slow on every device including Ethernet, the problem is likely with the connection itself or a device on your network using excess bandwidth.
Step 3: Common causes of a genuinely slow connection
- Peak-hour congestion: internet speeds are often slower in the evening when everyone in your area is online at once -- this is normal for most providers, not a fault.
- Too many devices/heavy downloads at once: streaming, large downloads, or backups running in the background can use most of your bandwidth.
- Old or overheating router: routers that have been running for months without a restart can slow down -- try a restart (see our restart guide).
- Outdated router firmware or an aging router model that can't handle your subscribed speed.
- A fault on the line (fiber, DSL, or wireless link) -- this needs your provider to check.
Step 4: Narrow it down
- Disconnect all devices except the one you're testing with.
- Restart your router.
- Run a fresh speed test with only that one device connected.
- If speed is now normal, reconnect devices one at a time to find which one (or how many at once) causes the slowdown.
When to contact support
If your speed test consistently shows well below your subscribed package speed, even with one device connected by Ethernet cable and no other devices online, contact your provider with your test results -- see what information to provide so the issue can be diagnosed quickly.
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