What’s wrong with your internet?

What’s usually behind it

• Other devices are using the line: downloads, updates, cloud backups or streaming.
• The Wi-Fi signal is weak where you are.
• Your provider’s line is slow or congested, often in the evening.

Try this, in order

1. Run the free online test next to the router, then where it feels slow.
2. Slow only far from the router? The Wi-Fi is the cause: move closer, or see Weak Wi-Fi below.
3. Pause downloads, updates and backups on other devices, then test again.
4. Still far below your plan next to the router? Restart the router once, then send the report to your provider.

What’s usually behind it

• The delay jumps when the line is busy, even when the speed looks fine.
• Website lookups (DNS) are slow, so pages wait before they start.
• Weak or crowded Wi-Fi adds small pauses.

Try this, in order

1. Run the online test and compare the ping with the “Delay when the line is busy”.
2. If the busy delay is much higher, pause large uploads and downloads while you browse, call or play.
3. If pages wait before they start, turn on Private DNS on Android and type one.one.one.one.
4. Use the Wi-Fi close to the router, on 5 GHz if you can.

What’s usually behind it

• The Wi-Fi signal is too weak at the edge of its range.
• The router restarts or overheats.
• Short drop-outs on your provider’s line.

Try this, in order

1. Notice where it happens: one room, one device, or everywhere.
2. Only far from the router? Move closer, or put the router higher and in the open.
3. During a drop, look at the router: if its internet light goes off or turns red, the line is the cause.
4. Write down the times of the drops: your provider will ask for them.

What’s usually behind it

• Someone is uploading on the same line: photo backups, cloud sync, video uploads.
• The upload speed is too low for video.
• The Wi-Fi or mobile signal is weak where you take the call.

Try this, in order

1. Run the online test and look at the upload speed and the delay when the line is busy.
2. Pause photo backups and cloud sync during calls.
3. Move closer to the router, or try the same call on mobile data to compare.
4. If the sound is fine but the picture freezes, turn your camera off: video needs much more upload.

What’s usually behind it

• The delay rises when others stream or download on the same line.
• Wi-Fi adds delay and spikes, especially far from the router.
• The game server is far away from you.

Try this, in order

1. Run the online test and compare the ping with the delay when the line is busy.
2. Pause downloads and 4K streaming on other devices while you play.
3. Use a cable, or 5 GHz Wi-Fi close to the router.
4. In the game, pick the server region closest to you.

What’s usually behind it

• The router has lost its internet connection (look at its lights).
• A VPN, a Private DNS setting or a wrong date on the phone.
• A sign-in page on hotel, café or office Wi-Fi.

Try this, in order

1. Try another device on the same Wi-Fi.
2. Nothing works on any device? Restart the router once and look at its lights.
3. Only your phone? Turn off the VPN, set Private DNS to Automatic, then forget the network and join again.
4. On public Wi-Fi, open any web page: a sign-in page should appear.

What’s usually behind it

• Distance, and walls of concrete, metal, tiles or mirrors.
• A router hidden in a cupboard, behind a TV or on the floor.
• 5 GHz is faster but reaches less far than 2.4 GHz.

Try this, in order

1. Run the online test next to the router, then in the weak room.
2. If you manage the router, place it higher, central and in the open.
3. Far from the router, 2.4 GHz often holds better; close to it, 5 GHz is faster.
4. Only if that is not enough, consider a mesh system or an extender.

What’s usually behind it

• Website lookups (DNS) are slow or fail on your network.
• A filter, parental control or ad blocker is blocking them.
• The service itself has a problem.

Try this, in order

1. Run the online test: it checks whether 10 popular services answer.
2. Try the same site on mobile data to see if your network is the cause.
3. On Android, turn on Private DNS and type one.one.one.one (Cloudflare’s free DNS).
4. If one service fails everywhere, check its status page: the problem is on its side.

What’s usually behind it

• LOS means “loss of signal”: the box receives no light from the fibre line.
• A loose, bent or damaged fibre cable.
• A fault on your provider’s network, outside your home.

Try this, in order

1. Check that the thin fibre cable is firmly clicked in and not sharply bent. Never look into the end of the fibre.
2. Restart the box once: unplug it for 30 seconds.
3. If the LOS light stays red, call your provider: only they can repair the line.
4. Note when it started; it helps the technician.