Slow Speed

1. Are you experiencing any problems with your telecoms services?

- Yes- you may have a telecoms fault - click here for more information

- No- please proceed to step 2.

2. Test your broadband speed by clicking the following link:

- http://internet-speedtest.net/
- Broadband speed will fluctuate over time due to a variety of reasons therefore it is essential that multiple tests are performed then an average taken to identify the true speed of your broadband supply.
- If you identify that your broadband speed is slower than expected , please try the steps below to improve the speed you receive.

3. Confirm sync rates into your modem/router

With the equipment Unicom provide you can find out the speeds that are being fed down the line into the router.
For either the ST516 or TG582;
Go to 192.168.1.254
Select Broadband Connection-> DSL Connection-> Details.
You can then see the speeds being received by the router under “Bandwidth”

4. Confirm your estimated line capability:

By entering your telephone number into the box below you can find out the estimated maximum speed of your phone line. If the speed you get from the test above is similar or above this speed then your line is getting a good speed for it’s capability.

5. Confirm the equipment is setup correctly as per the quick start guide.

6. Power-cycle the Router and Computer.

- Turn off the Router for 10 seconds then switch back on.
- Restart the computer connected to the modem/ router.
- Wait a couple of minutes for both to reboot and the lights to stabilise then complete a further speed test.

7. Connect to the master socket

- Your broadband equipment should always be connected to the master socket. Connecting through an extension cable reduces the quality of the broadband signal received and can consequently result in poor/no connectivity.

- The master socket is typically located near the front of the building where the phone line enters. The most recent sockets installed by BT Openreach consist of a square white faceplate split into two panels. The top panel which covers roughly 1/3 of the area is fixed in place and frequently shows a BT Openreach logo. The bottom panel is removable and is held in place by two screws

8. Connect to the test socket

- If you have a socket that looks like the master socket above then you should also have a test socket. This is a socket which connects directly into the phone line bypassing any internal wiring and is a useful tool in diagnosing the cause of a fault. To access the test socket, unscrew the two screws located on the bottom panel of the face plate. You should then be able to remove the bottom panel, be careful when doing this as any extensions will be wired directly to the face plate. You should now see the test socket located in the bottom right hand corner. Try connecting the filter directly into this socket and run another speed test.

9. Change the micro filters

- When a micro filter is plugged directly into the phone socket it separates the broadband and telephone signals. A faulty micro filter can result in interference on telephone calls or poor/ no broadband connectivity. Consequently, a micro filter should be used on all sockets for the telephone number we provide your broadband on. Any other equipment can then be connected directly into the filter. Examples of services that require filtering include: fax machines, Sky TV, telephones and PDQ machines. If the dsl light is off/ flashing, check all sockets are filtered correctly and also try replacing any to confirm a faulty filter isn’t the cause of the slow speed issue.

 

 

 

10. Change the RJ11 cable

- The RJ11 cable is the black/ grey cable which connects the modem to the filter.  A faulty cable can result in a slow connection.

11.  Disconnect any other equipment

- The overall bandwidth (speed) of your Unicom broadband supply will be divided by the number of computers/ devices connected to the router.  The true speed of your broadband supply can only be obtained by testing with only one device connected to the router/modem. 
- Disconnect/ switch of any additional devices such as laptops, iPads etc and retest.

12. Connect via an ethernet cable/ change the ethernet cable

- If you connect to the broadband wirelessly then there are a number of variables that can result in slower than expected broadband speed.
-  These include interference from other electrical devices, the strength of the wireless signal and distance from the router.  As such using any connection wirelessly commonly results in a reduction in the overall speed reaching the computer.
-  Connecting via an ethernet cable will eliminate these variables and typically a hard wired connection will be considerably faster than wireless.
- If you already connect to the broadband supply with an ethernet cable then it may be worth replacing this, as cables can become faulty, resulting in a poor connection. 

13. Check that the computer is not causing the slow browsing speeds

- There are a number of computer issues that can result in the PC operating at a slower rate than usual such as; antivirus software, firewalls, viruses, computer specification (e.g. RAM/ processor speed etc), browser software version, browser add-ons etc.
- To rule out any of these issues causing your PC to run slowly please ensure that your computer is virus free and try disabling any firewalls/ antivirus software.  Updating your browser software and removing any additional add-ons can also improve the speed of your PCs browsing capability. 
- If the browsing speed is still slow after completing the checks above try testing the connection with an alternate PC/laptopas this will rule out any limitations based on the hardware used.

14. Replace the router

- As with all electrical equipment, routers/ modems can deteriorate with time.  An alternate router/modem should be used to confirm if the equipment previously used is the cause of the problem. 

If you are still experiencing slow speeds after completing all the checks above then you may be experiencing a fault. In this instance please contact Unicom Customer Services on 0161 946 4444 to complete further diagnostics.