Slow Internet connections are often difficult to diagnose quickly, and sometimes require some time to discover the root cause. Rather than always being a problem with your Gradwell service, it is just as likely that slow speeds are caused by equipment or environmental factors within your own property. A careful, methodical approach - where you eliminate one potential cause at a time - to attempt to find the cause is the only proven way of resolving most issues.
How to check your connection speed
There are many websites that will help you check your current connection speed. A popular and simple site to use is speedtest.net. Simply navigate to the site and click Begin Test. The site will return your download speed (how quickly you can retrieve things off the Internet) and your upload speed (how quickly you can send information). The higher these speeds are, the better.
It's a good idea to have a general idea of your usual connection speed, and we recommend that you run the test on several occasions at different times of the day to build up an average. Then, if you believe you are experiencing slow speeds you can return to your chosen speed test site and rerun the test to compare.
You should also run a speed test after each check below to see if any of the suggested steps have had an effect.
Steps you can take to attempt to resolve slow speeds
It's worth starting off by checking what your computer is doing. Is it running slower than normal? If so the problem may be the computer yourself. Are all computers using the network connection also experiencing the same problem? If it appears to be a computer related problem, run an antivirus and adware scan to see if that could be the cause.
It's also worth checking all computers to see if any programs are using your Internet connection. For example, a program could be downloading a lot of data, slowing everyone's connection down.
We post information and updates on any outages, network problems or planned maintenance on our Gradwell Status website. Therefore this is a good place to initially check if you believe you have an issue. You can also subscribe to SMS alerts if you wish, so you can be informed of connectivity problems even if your connection is down.
Pick up your telephone and see if your line is working. You should also listen carefully to see if you can hear any noise on the line (such as a hiss or a cackle). Noisy lines will cause major issues to your Internet connection, however we are unable to request an engineer on your behalf. Therefore if there is noise on your line you'll need to contact your telephone provider to log a line fault.
Quickly check that all cabling between your router and your computer is secure and undamaged. Where possible you should always avoid using a phone extension cable to connect your router - the less cable between your phone socket and your router, the better. You should ideally also always plug your router into the master socket in your property (for more information on the master socket please see this guide).
If you are using a wireless connection, try connecting directly to the router using an Ethernet cable and retest. If your speeds increase, you may be experiencing interference.
If you have changed any part of your setup recently? For example, you may have plugged some new equipment into your router or network. Disconnect it and see if your speeds increase. If they do, you know that it is a problem with that piece of equipment.
Asking you to turn your computer off and on again is a running joke in the IT world, but it is proven to solve many real world issues. Turn off both your router and computer and wait a few minutes. Turn your router back on and wait for it to fully connect (this may take a minute or two). Ideally turn on one computer and connect to the Internet. Retest your connection speed and see if the problem is resolved.
Microfilters are the little box that plug into your phone socket and have two sockets, one for your landline telephone and one for your router. Check this, and if you can try replacing it. A faulty microfilter will cause many problems with your connection.
Note: It is important that all phone devices in your property are connected via filters. This includes equipment such as cordless phone base unit, satellite digibox, fax machine and some alarm systems.
If you are still having problems, the next best step is to disconnect all equipment and leave only your router plugged in. Retest your speeds. If they suddenly improve plug every other piece of equipment in one item at a time. This will allow you to discover if one particular piece of hardware is causing your slow speeds.
By this point you should have eliminated widespread service issues, computer issues and telephony equipment issues. You should now connect directly to the test socket in the master socket. This will eliminate any internal wiring issues.
For help with testing from this socket please see this guide and follow the instructions carefully.
If your speed problems are resolved when connected directly to the test socket then there is an issue with the internal wiring in your property, and you will need to contact an engineer with telephony experience to investigate the issue further.
If the speed problems are not resolved then contact our support team for further help, detailing the steps you have taken and the results of all speed tests performed.