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  • Question

    My Sky Broadband connection is slow

    • Answer
    • If your Sky Broadband connection seems slower than usual, try:

      - Closing and restarting your browser
      - Checking your hardware set up
      - Changing your router settings.

      Check your connection speed

      First, check whether there's a problem with the connection from the exchange to your router, or between the router and your computer. Our help guide, Check the speed of your Sky Broadband connection explains how to do this.

      Router reboot

      Switch your Sky wireless router off, leave it for 30 seconds, then switch it back on again. Don't press a pen into the reset button at this stage, as you'll lose all your current settings. If this doesn't help, you need to check the phone points in your home.

      Microfilters check

      Every phone socket in use in your home must be fitted with a microfilter. Microfilters are small white boxes with a phone lead or connector on them, supplied with your Sky Broadband router, which stop intereference between your broadband signals and signals from other items that use your phone line, such as Sky boxes, telephones, faxes and games consoles. It's vital that a microfilter is the first thing plugged into each telephone socket - no other connectors, splitters or devices should be directly connected to a telephone socket - every one should be connected via a microfilter.

      New or upgraded subscription

      Have you recently switched to Sky Broadband, or upgraded your package? If you have a new Sky Broadband product, we test your connection over 10 days, gradually bringing it up to fastest speed it can support while still giving you a stable connection. During this time, your speed will fluctuate. Please leave your Sky wireless router turned on for the first 10 days to help us test your connection speed. If you're a Broadband Everyday Lite or Broadband Unlimited customer, you can check whether we are testing your line - sign into My Sky and and follow the View my details link in the My Broadband section to see the Your Service Details dashboard. Look in the Your Connection Details section for information about line testing.

      Evenings and weekends

      At peak times, when huge numbers of people are online, your Sky Broadband may slow down. This is simply because there are so many people using the network. Our network is busiest between 4pm and 11pm on weekdays and all day at the weekend, but can be busy at other times too, depending on regional, national and international demand. You may find certain sites slower during major sporting or news events, for example.

      Sky Connect customers

      If you are a Sky Broadband Connect customer, certain online applications may run more slowly during peak times. We give priority to browsing, email, streaming, instant messaging, gaming and Voice over Internet Protocol (VoIP). So high-bandwidth applications such as peer-to-peer file-sharing, large file downloads and newsgroups, may run more slowly. We monitor bandwidth to avoid anyone's use having a negative effect on other customers. A small number of customers who regularly download large files at peak times may have restrictions placed on their account to reduce download speeds, but we remove these restrictions when the Connect network is not busy.

      Extreme weather

      Exceptionally hot or cold weather can affect the speed of your broadband. On particularly hot or cold days you may notice an effect on your broadband speeds.

      Router position

      It's possible that a physical obstacle is interfering with your wireless signal. To get the strongest and most reliable wireless connection:
      Put your router in or near the room where you're most likely to use your computer.
      Don't put your router in the corner of the room or on the floor.
      Use your computer in a position where, if you imagine a straight line from your router to your computer, there are no thick or shiny objects in the way.
      Your wireless signal will pass through most obstacles, but dense objects such as brick, stone, concrete and metal floors and walls can weaken your wireless signal. Some reflective household objects, such as mirrors, fish tanks and metallic decorations can deflect the signal, so move your computer and router away from these objects.
      Phone line faults

      Pick up you phone receiver and listen. If you hear crackling or silence then contact your phone provider. A faulty phone line can cause problems with your internet connection, even if you can still make phone calls. If your phone sounds fine, you can still test it to see if it’s affecting your broadband:
      Remove the face plate of your master socket to get access to the test socket.
      Plug a microfilter directly into the master socket.
      Connect your router to the microfilter.
      If your broadband connection is fine when you're connected to the test socket, then the problem isn’t with the connection between your home and the telephone exchange. There may be problems with the phone wiring to the other sockets in your house. You could move your router, so that it's plugged into the master socket, ask a professional to check your wiring or report the fault to your telephone provider.
      Cabling, extension cords and telephone sockets

      Check any telephone extension cords carefully for any damage, and make sure that all the telephone connections are firmly plugged in, and fitted with microfilters. Old or damaged telephone or master sockets should be repaired or replaced. Using a telephone extension cord more than 10 metres long between your telephone socket and your Sky router can slow your connection. Try using a shorter or better quality cable. Check that the wires have not been damaged or frayed, this will slow down or stop your connection.

      Wireless channels

      Your wireless router can broadcasts on several different channels. Sky Broadband uses channels. A nearby wireless connection may be broadcasting on the same channel, if your neighbour has Sky Broadband, for example, and this can interfere with your signal. It's easy to change your router settings and select a different channel, which will resolve this conflict. You may find that one channel is clearer in your home than others. You can access your router settings and try to improve your signal strength using our help guide, Have you tried a different wireless channel?. You won't need to adjust your computer settings, just go online and your computer will detect the new channel automatically.

      Interference from other devices

      Do you use a wireless adapter or other wireless gadgets and devices, including baby monitors, wireless printers or peripherals (keyboard, mouse etc.) or cordless phones? Our help article, contains tips on resolving this issue.

      Viruses and malware

      If you have picked up a virus or other type of harmful program, this can slow your computer down and affect your browsing speeds. Learn more about the tell-tale signs of this kind of 'malware' infection, and how to protect yourself with McAfee Internet Security software, in our Security Centre.

    • View Answer at http://www.sky.com/helpcentre/broadband/speed-and-connection-problems/slow-connection/
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