When the internet feels slow, the cause can be your computer, your Wi-Fi, the office network or your internet provider. These five-minute checks help work out which, so we can fix the right thing faster. Please don’t skip telling us what you found, even if the checks didn’t fix it.
What you’ll need
- the computer or phone that feels slow
- a second device, such as your phone, if you have one
Check these first
- Is it everything, or one thing? Try a few different websites. If only one site or app is slow, the problem is probably with that site, not your internet.
- Is it just you? Ask a colleague whether theirs is slow too. If everyone is slow, tell us that straight away.
- Is it Wi-Fi or the cable? If your computer can plug in with a network cable, try that. If it’s fast on the cable but slow on Wi-Fi, the Wi-Fi is the likely cause.
- How strong is the Wi-Fi signal? Look at the Wi-Fi icon. One or two bars means you’re too far away or something is in the way. Move closer to the Wi-Fi unit and try again.
- Run a speed test. Go to fast.com and note the number it shows. Run it again two or three times. Write the numbers down.
- Is something big happening? Large downloads, a video call, streaming, cloud backups or updates running on other computers can use up the line. Ask around.
- Restart your own computer. Save your work, restart it, and test again. This clears up many small glitches.
If you have an internet box from your provider
If you’re sure you manage your own box and no one else relies on it right now, switch it off at the wall, wait 30 seconds, and switch it on again. Wait five minutes for the lights to settle. If we look after your network, please don’t unplug your router, firewall or switches yourself: tell us first.
What to tell us
- whether it’s slow for everyone or only you
- whether it’s slow on Wi-Fi, on the cable, or both
- the speed test numbers and the time you did them
- when it started, and whether it happens at the same time each day
- what you were doing at the time
If it doesn’t work
- Nothing loads at all. Check that the lights on the internet box are on. If they’re not, check the power and call us. See also “Getting the office back online after load shedding“.
- Only one computer is slow. Email us the computer’s name and what you’ve tried.
- It’s slow every afternoon. That often points to too many people using the line at once. Tell us the times.