Fix slow broadband speeds

Not getting the estimated broadband speeds we gave you before you joined or experiencing other broadband speed problems? Here’s what to do to make things better

Post Office Broadband Connect

 

high importance icon  New to Post Office Broadband or just upgraded to fibre?
 

If your broadband service has only been live for less than two weeks it will still be going through something we call a stabilisation period. This is when we monitor and adjust your broadband speed to make sure you get a stable broadband connection.

This usually lasts for around 14 days and it's normal to experience varying speeds and drops in your connection during this time. Please bear with us and keep your Wi-Fi router switched on. This helps us gather information about your line so we can give you the best service possible.

Take a look at our tips

Read our support article on Broadband speeds. These can help solve or at least pinpoint the cause of the problem.

Post Office uses Openreach for maintaining and installing new connections. Check out their handy video below for checks for tips that might help you fix your broadband issue.

openreach-video

Check your download speed estimate

Run a speed test and compare the result to the estimated speed in your welcome pack and letter you got from us when you joined. Try to do this a few times throughout the day to get a better idea of what speed you get throughout the day.

You’ll get download and upload speed results. If the download test result matches the one listed in your welcome pack and letter, your broadband speed is as it should be. If it’s less try the steps below before you contact us.

Check your equipment and broadband set-up

  • Make sure your wireless router is upright on a table or shelf – never on the floor, covered or blocked by any furniture. Location matters so things like walls, doors, wardrobes and other electrical devices can all interfere with the signal.
  • Make sure your wireless router is plugged into your Master phone socket for the best possible speeds. Your master phone socket can usually be found in your hallway or near your front door and will be bigger than any other socket in your house.
  • Make sure your micro filters are installed properly – these filter your phone line and let your broadband and phone work together at the same time.
  • If your master phone socket has 2 ports (see below) this means it’s a pre-filtered master socket so your line is already split between your phone and broadband connection. You can just plug your phone and wireless router straight into this socket without using any micro-filters.

Reduce video streaming

If you need to work from home during the day and relying on sending emails, using applications like Office 365 or doing video calls, ask others in your home to take a break from any non-essential activity if it starts impacting your broadband speeds.

Switch off devices you’re not using

Your broadband speed is split between every device that’s connected to your router. If three devices are using it at the same time, each one will get roughly a third of the available speed. Try switching off any wireless devices you’re not using to improve speeds.

Try using a wired connection

A wired connection will always be faster and more stable than a wireless connection. If you want faster speeds, try connecting to your router with an Ethernet cable.

  • Plug the yellow Ethernet cable that came with your router into your device
  • Plug the other end into any of the yellow Ethernet ports on the back of your router
  • Run a speed test when your device has connected to the internet


If you find that you can get better speeds on a wired connection then you could have a problem with wireless interference around the home.

Make sure your wireless router is in a good position and away from any other electronic device as things like baby monitors, cordless phones, microwaves and washing machines can all interfere with the signal.

You may also want to get a Wi-Fi Extender to help your signal go further in your home, these are available from most electronic retailers.

Upgrading any slower, older devices

Running lots of different applications. It sometimes gives the impression that your broadband is running slow but this could just be down to the age and condition of your computer or device.

Generally, smaller, older and lower-quality devices will deliver slower broadband speeds than newer laptops and desktop computers.

Restart your wireless router

Turn your wireless router off at the mains. If you’ve got Fibre you can switch everything back on after 20 minutes. For non-Fibre it’s 30 seconds. Refreshing your broadband connection is a quick and easy fix for most common connection problems.

Connect to your test socket (for advanced users)

If you're having problems with your broadband speeds, our Technical Support team may ask you to try the connection in the test socket to rule out any issues with the internal wiring in your home.

Master sockets that have two ports or one port with a horizontal line across the front contain a test socket.

NOTE: Please skip this step and do not unscrew the faceplate if there is no horizontal line dividing the front plastic cover.

Here’s how to connect your router to your test socket:

  • Unplug all telephones, PCs, routers, extension leads and adaptors, double adaptors from all your telephone sockets. If you have broadband, don't forget to unplug all micro-filters and your router from the telephone sockets as well.
  • Carefully unscrew the master socket faceplate with a screwdriver. If it doesn't have screws, squeeze the sides of the faceplate to detach it. The front plastic cover may not remove completely so should not be pulled away with excessive force.
  • With the faceplate removed, The Master test socket should now be visible on the right hand side of the socket.
  • Plug one of your micro-filter into this test socket.
  • Plug your wireless router's grey broadband cable into the micro-filter port labelled ADSL.
  • Now run a speed test and note down the results you get.

 

If you are now receiving higher broadband speeds in the test socket, it’s likely that your internal home wiring is the source of the problem and in turn is causing your speed to be reduced. You may need to consider getting an expert or electrician in to an expert to repair/reinstall the faulty wiring.

Slower or similar speeds indicate a fault with the phone wiring outside your home or the network. Please note these results down and contact our Technical Support team.

Talk to us

If you’ve tried all the tips below and your speed is still slower than the estimate in your welcome pack then our Broadband Technical Support team will do everything they can to make things better.

You can raise a problem ticket through your My Account for one of our Technical Support team to look into. Simply log in and select My help & support > Need our help > Options > Raise problem ticket.

Alternatively you can call us on 0345 600 3210 (free of charge at all times from an active Post Office Home Phone line) or speak to us on Live Chat.



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