I have an intermittent, slow or no broadband connection -

05 Sep 2010

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	I have an intermittent, slow or no broadband connection

Article This may be caused by a number of factors. Check the following:

Ensure that your username and password for connecting to the Internet are correct.

Check the phone cable connection between the wall socket and the port on the system labelled Phone Line.

If your system is connected to a micro filter, ensure that it is connected to the socket on the filter labelled ASDL.

Ensure that all phones, answering machines and other devices which connect to a phone socket (for example security alarms and fax machines) have a micro filter attached.

One of the micro filters may be faulty - Try disconnecting the devices using the broadband line and attempt reconnection. If any of the micro filters are faulty, replace them.
It may be caused by incompatible extension leads. Most extension leads are analogue only and incompatible with broadband which uses a digital signal.

Note:

We recommend that you use an extension lead of up to a maximum of 10 metres and do not use aluminium leads. Otherwise, the quality of the broadband connection may be affected.

As with many electronic devices, broadband hubs and routers are occasionally affected by temporary glitches. These are often fixed by power-cycling. To check this, do the following:

Turn off your hub or router for three minutes.

Turn it back on and wait until the Power light on the hub or router turns green. This means it has detected the broadband signal from the exchange.

Restart your computer.
Overheating can cause the hub, modem or router to stop working temporarily. If your hub, modem or router is hot to the touch, switch it off until it cools down. Ensure that it is left in a cool, well ventilated area to prevent overheating in the future.

Ensure that the hub, modem or router is not placed near a cordless phone base-station or a source of electrical energy, for example, low voltage lighting such as Christmas lights.

Some firewall or anti-virus software can restrict or block information getting to and from the Internet which causes slow speeds and an intermittent connection. Ensure that your firewall/anti-virus setup is correct.

Spyware, adware and malware programs are not immediately obvious if running on your computer. Initiate a virus scan to check whether any of these programs exist on your computer, then, if they do, allow your anti-virus software to remove them.

If you are downloading large files or running peer-to-peer (P2P) software programs, for example, Kazaa, Morpheus or eMule, your bandwidth is being used up and your connection slows down significantly. To improve your broadband connection speed, close down your P2P client.

You may be affected by packet loss.

Your distance from the exchange may be affecting your connection.

Your browser may be set to disable the connection after a set period of inactivity.

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08 Mar 2010 11:22 AM