This article walks you through a step-by-step diagnostic process to identify the cause of slow broadband speeds. Follow each step in order, running a speed test after each change to check whether the issue has been resolved.
Please note: in the first 10 days of your broadband contract your speed may fluctuate as your line is optimised. Keep your router switched on during this period. If speeds are still inconsistent after 10 days, follow the steps below.
If you have not already tried the basics (repositioning your router, reducing connected devices and rebooting), start with our guide on improving your Wi-Fi speed first.
What you will need
An Ethernet cable (included with your router)
A Phillips crosshead screwdriver (for the test socket step)
A spare microfilter
Your estimated broadband speed from your original quote or the MybOnline portal
Step 1: Check your estimated line speed
Your estimated line speed is the speed bOnline expects you to receive when a single device is connected to your router by Ethernet cable. You can find this in the quote you received when you signed up.
Run a speed test at a checker such as fast.com.
Note your download speed result.
Compare it to the estimated speed in your quote.
If your speed matches your estimate, your broadband is performing as expected and the issue may be Wi-Fi related. If your speed is below the estimate, continue to Step 2.
Step 2: Test with a wired connection
This helps determine whether the issue is with your Wi-Fi signal or the broadband line itself.
Connect one end of the yellow Ethernet cable to a yellow LAN port on the back of your router.
Connect the other end to the Ethernet port on your computer.
Disconnect all other devices from the network.
Run a speed test and note the result.
If your speed improves when wired, the issue is your Wi-Fi signal: keep your router away from obstructions and electronics, and consider Powerline adapters to extend coverage. If it is still slow when wired, continue to Step 3.
Step 3: Check your microfilters
A microfilter stops your phone signal interfering with your broadband signal. If you have a pre-filtered master socket (with two built-in ports) you do not need microfilters, so skip to Step 4.
If you have a standard master socket, check that:
A microfilter is plugged into every socket in use.
No microfilters are plugged into each other.
No microfilters are plugged into sockets that are not in use.
If everything looks correct but the issue persists, replace your microfilters one at a time, running a speed test after each. A faulty microfilter can cause slow speeds. If your speed improves, that was the cause. If not, continue to Step 4.
Step 4: Check your router setup
Even if an engineer installed your router, cables can work loose over time. Check that:
All cables are securely connected to the correct ports.
The broadband cable is in the Broadband port on the back of the router.
The power adapter is securely plugged in at both ends.
If you made any changes, run a speed test. If your speed is still slow, continue to Step 5.
Step 5: Connect to your test socket
This step only applies if your master socket has a horizontal line across the middle with two screws in the bottom half. If it does not, skip to Step 6.
Using a Phillips crosshead screwdriver, carefully undo the two screws on the bottom half of the faceplate.
Gently pull the faceplate towards you to remove it.
Locate the test socket on the right-hand side behind the faceplate.
Plug a microfilter into the test socket.
Connect your router to the microfilter and run a speed test.
Please note: while your router is connected to the test socket, none of your other phone sockets will work.
If your speed improves on the test socket, there is likely a fault with your internal phone wiring. Reattach the faceplate and contact bOnline to arrange further investigation. If it is still slow, reattach the faceplate and continue to Step 6.
Step 6: Check your splitters
A splitter divides one phone connection into two or more, and is sometimes fitted by other providers (for example, when installing a TV set-top box). If you do not have any splitters, you can stop here.
If you have splitters, check that:
The microfilter is plugged directly into the socket.
The splitter is plugged into the microfilter, not the other way around.
If you made changes, run a speed test. If your speed improves, the splitters were incorrectly configured, so keep the new setup. If it is still slow, contact bOnline for further help.