How to fix slow or unreliable internet

Quick fixes to try first

1. Restart your router and modem

   Switch them off at the plug, wait 30 seconds, then switch them back on. Wait 2–3 minutes for the lights to settle before testing again.

2. Pause other activity

   Downloads, game updates, cloud backups (like Google Photos or iCloud) and 4K streaming on other devices all share your connection.

3. Move closer to the router

   Walls, floors and distance weaken Wi-Fi. Test again from the same room as the router to see if distance is the problem.

4. Restart your device

   Close apps you are not using, and restart the phone or computer. Too many open tabs and background apps can slow things down.

5. Turn off your VPN

   A VPN sends traffic through another server, which can lower speed and raise ping. Test with it off to compare.

Find where the problem is

A slow connection can come from your device, your Wi-Fi or your internet line. These comparisons help you tell them apart:

If results stay poor on a wired connection, on more than one device, at different times, the problem is more likely to be with the line or your provider.

Improve your Wi-Fi

• Place the router well: high up, in the middle of the home, out in the open. Not inside a cupboard, behind the TV or on the floor.
• Keep it clear: mirrors, fish tanks, water tanks, thick walls and microwave ovens can block or disturb the signal.
• Use the right band: if your router offers 5 GHz, use it when you are close by. It is faster and less crowded than 2.4 GHz. Learn about Wi-Fi bands
• Cover a big home: a mesh Wi-Fi system or extender can help in rooms far from the router.
• Use a cable where it matters: for a gaming console, work computer or smart TV near the router, an Ethernet cable is the most reliable option.
• Check for updates: keep your router's software and your device's Wi-Fi drivers up to date. Old routers (5+ years) may not keep up with newer, faster plans.

Fixes by symptom

Everything is slow (low download speed)

• Restart the router and pause other devices.
• Test over Ethernet to check whether Wi-Fi is the bottleneck.
• Check that your plan speed is enough for the number of people at home.

Video calls freeze or sound robotic

• Check your upload speed and jitter in the Health Check.
• Pause cloud backups and file uploads during calls.
• Move closer to the router or use a cable for important calls.
• Turn off your camera to save upload if the call keeps breaking up.

Games lag or have ping spikes

• Use an Ethernet cable for your console or PC whenever possible.
• Pause downloads and updates on other devices while playing.
• Choose a game server in your region if the game lets you.
• If ping jumps when others use the internet, look for a router setting called QoS or SQM. It can reduce bufferbloat.

Internet slows down when someone else uses it

• Check "delay while busy" in your result. A big number means bufferbloat.
• Schedule large downloads and backups for the night.
• Enable QoS or SQM on your router if it has it, or ask your provider about it.

Slow only in the evening

• This is usually congestion in your area during peak hours.
• Run checks at different times over a few days and note the results.
• If evening results are much worse every day, share this pattern with your provider.

Connection keeps dropping

• Check whether the router's lights show a lost internet connection when it drops.
• Check that cables are firmly plugged in and not damaged.
• If only one device drops, forget the Wi-Fi network on that device and reconnect.
• If every device drops at once, the router, internet line or provider service may be involved. Record when it happens and repeat the check before assigning a cause.

When to contact your internet provider

Contact your provider if results stay poor after the steps above, especially on a wired connection. Having clear evidence makes the conversation much easier.

What to have ready

• Results from several Health Checks on different days and at different times.
• Whether you tested over Ethernet or Wi-Fi, and on which devices.
• What you already tried, such as restarting the router.
• When the problem happens, and which activities it affects.

Stay safe while troubleshooting

• Only change router settings you understand. Write down the old setting first.
• Do not factory-reset a router unless you know how to set it up again.
• If the router belongs to your provider, landlord, school or workplace, ask them before making changes.
• Do not open router cases or repair cables and sockets yourself.