Understand broadband performance

Modems have maximum speeds they can support. If you've had your modem for a while, check whether it can support the speed of your broadband plan.

Check modem compatibility

If you're using WiFi, where you put your modem can make a difference to your performance. Make sure you put the modem in a central location and off the ground. Position it away from items that might interfere with its signal. 

If you have wireless broadband, where you put your modem is particularly important. It needs to be in the right place to be able to get a strong connection with the cell tower.

Learn more about where to put your 5G modem

If you're connecting an older device to the internet, it may work but might not be compatible with higher speeds. Older or outdated software on your devices can also cause poor performance. 

Having too many apps or software using your internet at the same time can affect your experience. Closing some apps and browser tabs may help improve your broadband performance.

There are two main ways to connect your device to the internet. The first is connecting an ethernet cable from your modem to your device. The second is connecting wirelessly over WiFi. If you're connecting via WiFi, there are many factors that can affect performance.

Understand WiFi speeds

Viruses, spyware, and malware can slow your device down as they run in the background and use your broadband, resulting in poorer performance. Make sure you have up-to-date anti-virus software installed on your device.

Concrete or metal barriers like walls, floors, TVs or fish tanks can get in the way of your WiFi signal. Other devices in your household such as cordless phones or refrigerators can also interfere with your WiFi.

If you have Fibre broadband and connect using an ethernet cable, the cable can affect your speed. Check that the category printed on the cable is Cat 5e or above for best performance.

If you have ADSL or VDSL broadband, you'll need filters. These go on your jackpoints to stop your phone line interfering with your broadband.

To help you set up your broadband for your modem and technology, see our support pages.

Go to modem device help

If you have wireless broadband, your broadband signal comes from a cell tower:

• The further away from the cell tower you are, the weaker the signal will be.
• The number of users who are also connecting to that cell tower at the same time as you can also impact broadband performance.
• There are also factors such as trees, buildings or hills being between your house and the cell tower.

If these factors are degrading your broadband performance, consider switching to a different type of broadband.

Check your address to see what's available

If you have ADSL or VDSL broadband, it's connected by copper cables. The further away you are from your local telephone exchange or roadside cabinet, the slower the connection will be.If performance is an issue, consider changing to a different type of broadband.

Check your address to see what's available

Weather events are more likely to affect ADSL and VDSL broadband. Severe weather events and natural disasters can also affect cell towers and exchanges. There may be temporary outages.

Congestion happens when there are more people in your area using broadband at the same time. During peak hours your broadband may not perform as well as it does at less popular times.

All broadband technologies can slow down during peak hours. You may notice it less if you're on a type of broadband that has faster speeds.