Check your connections

Don't use extension cables. Connect your O2 wireless box straight into the telephone master socket. That's the phone point closest to where the landline comes into your home. It's usually somewhere easy to get to, like the hallway.

Only use the cables we gave you

The cables that came with your O2 wireless box are designed for broadband. They reduce interference as much as possible. So don't use other cables.

Ease the pressure on your landline

Anything that's plugged into your landline could cause interference. The more equipment on the connection, the slower your broadband. If you're watching a video, someone else is downloading music and your games console is online too, your speed will be slower. Unplug anything that doesn't need to be connected to your landline.

Move your cables away from interference

Electrical equipment can interfere with your signal. If your DSL cable  runs close to electrical equipment, move the cable or the equipment.

Fit broadband filters

Broadband filters are small white boxes that look like phone adapters. They separate your broadband signal from your phone signal. So you can go online and talk on the phone at the same time.

Everything that's plugged into your phone line must be connected through a filter. That includes phones, fax machines, burglar alarms and satellite receivers.

Stop things interfering with your wireless

Wireless connections are more exposed to interference. They can be slower than wired ones. There are a few things you can do to make it faster:

• If you have other wireless equipment (like cordless phones) in your home, move it away from your O2 wireless box. 

• Adjust the wireless channel on your O2 wireless box. (You'll find instructions in the Broadband speed links below.)

• Connect your equipment to your O2 wireless box directly using an Ethernet cable.

Turn off software you’re not using

Your computer might contain programs that run in the background. Things like security programs or the peer-to-peer software you use to download songs or videos. They could be using your connection when you're not aware of it. See if it makes a difference when you turn them off.

Check your speed accurately

There are lots of online broadband speed tests. But not all of them are accurate. Many don't do a full bandwidth test. To find out how to test properly, see the Broadband speed links below.

View our interactive guide to get more support setting up and going wireless

All sorts of things: some you can control, some you can't.

Things you can't control

Where you live

Your broadband comes through the telephone cables from your local BT exchange. So if you live one kilometre away from it, you'll get faster broadband than someone who lives five kilometres away.

The state of your phone line

The better the phone line, the stronger the broadband signal.

Noise and interference on your phone line

Underground phone lines that run beneath motorways or large buildings suffer interference, known as 'noise'. Noise also affects older phone lines strung from telegraph poles.  The more noise you have on your line, the worse your connection.

Things you can control

The layout in your home

The closer your O2 wireless box is to your master phone socket, the better. So plug it straight into the main BT master socket using the filter and cables we supply. (Don't use extension telephone cables because they weaken the signal.)

Plug a filter into every phone socket that has telephones or other equipment attached. If you want to connect to your O2 wireless box with wires, use Ethernet cables.

Your equipment

You'll get better performance from a newer computer, and new equipment (like wires and sockets). If you're using other modems or routers, replace them with your O2 wireless box. We designed it to work with the O2 Home Broadband network.

The websites you visit

Some websites send out information slower than others. Sites hosted overseas can be slower to download than sites hosted in the UK.

When you visit

At peak times, websites that stream video can't always keep up with demand. You get something called a ‘buffering’ message. That's nothing to do with your broadband connection. It's the server that can't send out data fast enough for everyone who wants it. Give the video clip time to load up or see if you can download the file to watch later.

Shared connections

If you share your internet connection with other people in your home, you'll slow each other down. Your broadband speed has to be shared out between all the computers and equipment that are online at any one time.

 
Your software

Some internet applications slow your broadband down. You can easily find out by switching them off and testing your speed. The usual culprits are peer-to-peer and file-sharing software.

Viruses and spyware

Viruses or spyware will slow you down. Use up-to-date anti-virus or anti-spyware software to keep them out. And run a regular scan to check that nothing's in your system already.

View our interactive guide to get more support setting up and going wireless

We know how frustrating a slow Internet connection can be. That's why O2 Home Broadband is one of the fastest connections you can get.

The speed you actually get might vary, it depends on a lot of things but mainly, it comes down to the length of the line between your house and the local telephone exchange.

The shorter the line, the better the chance of getting a quicker connection. If the line is longer, we have to reduce the speed to make sure the broadband signal gets through ok.

Either way, we know the limitations, so we'll only sign you up to a package that suits your particular circumstances.

You can check the sync speed of your O2 Home Broadband connection in the advanced settings.

Here's how to do it:

Step 1

Open your internet browser (like Internet Explorer) and type https://o2wirelessbox.lan into the address bar.

If you're asked to sign in, you need to enter the username and password for your O2 wireless box. Unless you've changed them, they are:

Username: Administrator
Password: Enter the Serial Number from the bottom of your router, keeping in mind this is case sensitive

Step 2

Click on 'Broadband Connection'.

Step 3

Click 'View more' just below where it says 'DSL Connection'.

Step 4

Under 'DSL Connection', you should see 'Bandwidth Up/Down'. This is your upload and download connection speed measured in kilobits per second (kbps).  Divide this by 1000 to work out how fast your broadband connection is in megs. So 4143kbps is equal to around 4.1 meg.

There are four ways to measure the speed of your broadband.

Headline speed

This is the speed that we advertise. It’s often called 'up-to' speed because it describes the maximum speed you can get from your connection. By finding out your headline speed, we can make sure you get the right broadband package.

Sync or connection speed

This is the best speed you can get from your home. It's also known as 'access line' speed. And it tells you how fast data can pass between your O2 wireless box and your local BT exchange.

Actual throughput speed

This is the speed that matters most. It's the actual speed you get from your connection. It's also known as 'download speed', and it varies from minute to minute depending on factors like:

• how many people are using our network

• whether you have a Wi-Fi or a wired connection

• the number of people using the same website or server as you

• the capacity of the server you’re connecting to

Average throughput speed

This is an average of actual throughput speed for each of our broadband packages.

How can I improve my speed?

You can’t change things like headline speed or sync speed. But you can tweak your setup.

1. Plug your router into a filter that's connected straight to your home's master phone socket.
2. Don't use extension cables. They're bad for your broadband.
3. Put a filter on any other phones connected to extension sockets.

If your connection is much slower than your estimate , there could be a fault on your line .

Is broadband speed one of those subjects that leaves you scratching your head? The brilliant news is that there are lots of things you can do to boost your broadband speed right now. Check our top tips below for details.

First a quick note about speed tester websites 

Web-based speed testers have their place - they can be a quick and easy way to check your broadband is running in tip-top condition. However there are reasons that may make their results inaccurate. Click here to find out more.

Top tips for boosting your fibre optic broadband speed

1. Download and run the free Digital Home Support Hub
2. Reboot your computer and broadband equipment
3. Check your wireless setup
4. Check what and when you are downloading
5. Use Ethernet rather than USB
6. Call the Digital Home Support number (0800 014 7398) and speak to one of our technical experts
7. If you're still not getting the speed you think you should be, check out our Help & Support forums

By the way, if you'd feel more comfortable using our step-by-step troubleshooting guide to go through the same information, click here.

1. Download and run the free Digital Home Support Hub and get instant access to a free PC toolkit, including PC new Healthcheck and tune-up software to keep your computer purring.

PC Heathcheck covers the following areas:

• Protection against viruses
• Personal data protection
• Protection against internet nasties
• Protects your wireless
• Keeps clutter off your PC
• Speeds up browsing and surfing
• Faster broadband connection
• Speeds up your PC
• Keeps your PC up-to-date

Download and run the PC Healthcheck tool for free from the Digital Home Support Hub from www.virginmedia.com/dhs

2. Reboot. Electronic equipment and software can sometimes run into problems, like “freezing” and “hanging” - rebooting allows your equipment to perform diagnostic checks and forces it to reset and restart, often fixing the problem.

If you are using a modem, or a modem and router, check out our How to check and reboot the modem and broadband equipment article.

If you are using a Virgin Media Hub, check out our Troubleshooting the Virgin Media Hub article, and follow the steps in the Restart the Hub and your computer section.

If you are using a Virgin Media Super Hub, check out our Troubleshooting the Virgin Media Super Hub article, and follow the steps in the Restart the Super Hub and your computer section.

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• First, try connecting your PC directly to your modem or Virgin Media Hub to see if it is in fact your wireless setup that is causing an issue with your speed.  Find out how to do this for a modem here, for a Virgin Media Hub here or for a Virgin Media Super Hub here.
  
• If you’re still having problems, you can check these other things that might be impacting your speed:
   
• The position of your router within your home
  
• Check the total number of users using your connection - if you’re in a multi-user household, check that no-one in the house is using lots of your bandwidth.
  
• If you are on the XXL (50Mbps) broadband package, make sure you have a Wireless “N” router and USB adapter. These are capable of much faster speeds than a Wireless “G” version.

• If you are using a wireless adapter, you should make sure that the drivers are up to date (have a look on the adapter manufacturer’s website or the internet for details of how to do this).

4. Watch what and when you’re downloading.  Like all popular things, the internet has peaks and troughs and is in high demand at different times during the day. If you have a particularly large file to download, why not schedule it to download late at night when there are fewer users online?

• Also, remember that some downloads run in the background, even when you are not aware of them. They can consume considerable amounts of your connection speed. These include file sharing programmes (also known as Peer to Peer software or P2P), like Kazaa, BitTorrent, iMesh, eMule, Vuze, Limewire, Ares and eDonkey. It’s a good idea to remove P2P software given the impact it can have on speed and the security and legal issues it generates.
  
• Even if you are not using these, someone else in your household may be, so it is worth checking to make sure they are scheduling downloads for times when other users in the house are not online. 
  
• To disable or remove Peer to Peer software or bittorrents, why not have a look on the internet for instructions on how to do this for the software you’re using.

• Your internet browser quite often installs mini toolbars. These are great if you need them but do have an impact on speed. If you are not using a particular toolbar, it may help your speed if you disable them. For more information, click here. 
  
• If you think you might be a heavy user, you will need to be aware that we have a Traffic Management policy that kicks in at peak times and is there to ensure we can provide the best possible overall experience for all our customers by making sure everyone gets a fair share of the bandwidth available.

It does only affect the top 5% of users on a daily basis  - have a look here if you think you may be one of them.

6. Call the Digital Home Support number (0800 014 7398) to speak to a Tech Expert.

If you are stuck on any of the steps discussed above, or are after some further help, why not use the Live Online Help tool in the Digital Home Support Hub or call 0800 014 7398 to speak to one of our Tech Experts who can help.

The Tech Experts can answer your questions and if necessary, with your permission, take-over control of your computer to fix things for you.

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If you haven't downloaded and run the Digital Home Support Hub yet, here are a few additional steps that you can try…

1. Tune up your PC’s settings.

If you’re using any other operating system, check the system’s help section or browse the internet for details on optimising your system.

2. Make sure you check how secure your wireless connection is. Make sure no-one else is sharing your connection and slowing you down.

3. Make sure you have an up to date security package on your PC. Read more about Virgin Media Security and the benefits of a good security package here.

Windows users should check for any Windows updates on a regular basishere.

Windows users should also ensure that Windows Update is enabled. This will ensure they are patched with the latest security and performance patches from Microsoft. (Windows Update Is enabled by default after Win XP SP2).

If you're finding that web pages are slow to load when you're connected to us, there are a few things you can do to try and speed up your connection.

turn off any other web programs

The first thing we suggest you do is reset/suspend any other Internet activity or network activity if your PC is a part of a network. 

Remember if you have any peer to peer software open that other Internet users may be uploading files from your computer's hard drive, which has an impact on your connection. If you're not sure, it's unlikely that you are.

check your browser 

We suggest that you delete your cookies, and reset Internet Explorer, to see if this improves the speed that you can view web pages.

close all other programs

It's a good idea to exit applications you don't need when you're using Internet Explorer, particularly if your computer has less than 128MB of RAM. It's also good practice to limit the number of windows that Internet Explorer has open at the same time and close web pages that you don't need. 

'Defragment' your hard drive

If you've been using your PC for a while, the hard disk may have become 'fragmented'. This means it's storing files in small parts, spread across many different places on the drive. This has a detrimental effect on speed, as it takes time for the computer to find and compile all the parts when launching a program or open a file.

We recommend you 'defrag' your hard disk every few months. The following Help article explains how do to it: how to defragment your computer's hard disk

unplug other USB devices

If you've got printers or scanners attached to your computer that use a USB cable, these can cause connection problems. Try unplugging these devices to see if the connection problem is solved.

check for stuck Email

If you're trying to download an attachment that's more than 2MB using Outlook Express, this could block your connection. To check if you have a stuck email see how to delete a stuck email using the Web.

Its also worth noting that web pages will take longer to load if you're simultaneously downloading a large email.

is your broadband cable plugged in securely and in good condition?

If your modem cable is not plugged in securely to your filter and PC, you may not be able to connect or your connection could drop. Make sure you've got a good quality cable with no kinks that reaches comfortably between your computer's modem and the phone wall socket.

Try plugging your modem in to the master BT socket to see if that improves the situation.

You should also check that your filters are set-up correctly

time of day

You may see your speed reduce during peak times. The busiest time is from 6-11pm.

If you need to download large amounts of data we suggest that you do so outside peak time.

maximum access speed

Some websites have a maximum access speed, therefore you may experience slow speeds on specific websites. 

viruses and spyware

Viruses and spyware can have a serious impact on your connection speed so make sure your computer is protected. For more information click here

are you on dial-up? Join our Broadband service

If you are using a dial-up connection and it regularly causes you problems, you may want to consider upgrading to our broadband service. This will give you up to ten times more bandwidth which will improve performance.

Guide to ADSL line speeds
The following are how we define some of the terms used on our web site:

Advertised Speeds
This is the speed used in the description of the packages we sell, ie. ADSL Max is described as 'up to' 8Mb because the service is provided at the highest possible speed that a line can support up to the 8Mb speed.

Maximum Access Line Speed (Or 'Estimated Maximum Line Speed')
This is the maximum speed your line should be able to support. We provide this estimate (e.g. 6Mb) to you after you enter your telephone number at point of registration. This estimate will vary from house to house depending on how far you are from the local telephone exchange and the length of the wire leading to your home. This figure is provided to us by the owner of the telephone network.

Throughput Speed (Also known as 'Connection Speed')
This is the actual speed experienced when you are connected to the internet. This figure is often dependent on many factors, from the number of subscribers online at the same time to the number of people accessing the same web sites that you are. Throughput can vary from day to day or intervals within the same day.

Speed Constraints
Once connected and stable, the access line speed and throughput can be affected by a number of factors.

Access Line Speeds: 
The initial estimate provided is based on a test on your telephone number and distance calculated between your premises and the local telephone exchange. This is an estimate as there is no assurance that the cabling follows the most direct route. Hence the distance from the exchange is known as the line length.
Further implications to the line access speed (sometimes referred to as line or sync rate) will emerge if your internal telephone wiring is not optimal or long extension cables are being used. In addition, the set up and quality of hardware may impact the line rate. Hardware would include your PC speed, modems and micro filters.

Throughput: 
Being a shared network, the ADSL service we provide is optimised to the best of our abilities. There will therefore be busy times when throughput speeds seem lower due to congestion. Put simply, the sheer volume of customers using the network at the same time. There are peak times (typically 6pm to 10pm) where the network is being used by the most customers. Our fair use policy and traffic management measures aim to optimise the service for all customers at all times.

A technical issue could be responsible for a slowed throughput. This is harder to identify but would be more recognisable if you notice a degradation of service from a previous time on the same telephone line.
The customers own premises and configuration can also affect the throughput. The following are some of the most common reasons for reduced throughput:

• Interference from other devices in the home
• The type of application being used
• Internal shared services (multiple PC's / Games consoles / IPTV)
• External applications sharing your devices (peer to peer)
• Viruses and Spyware and other installed software on the PC
• Insufficient or incorrectly installed micro filters

There are other factors which can reduce the throughput speeds. IP / ATM and other overheads needed to secure the service in the network means that an 8Mb service is likely to only ever receive 7Mb of throughput at best. Other external factors include:

• Quality of the wiring from the telephone exchange to your door
• Interference / noise
• Stabilisation period (10 days from the time a MAX order is completed)
• A fault in the network profile

The Internet is full of sites that offer a speed testing service that will measure the speed of your connection. The way speed testers work is by calculating the time it takes to download a predefined set of data. This means there are some key factors to remember when running speed tests.

• Run speed tester that are UK based. If you are running a speed tester located on a server in the US or Europe you will not get accurate results.
• Always run more than one test. Unfortunately with the way broadband works you do not and never will receive a constant set speed, your connection speed will fluctuate from one second to the next. By running 3 tests you will be able to work out an average.
• Clear your cache between tests. Because the speed testers measure the speed it takes for you to download a file, if you already have the file downloaded this could affect additional speed tests, clearing your cache between speed tests will resolve this issue.
• Run tests at different times of the day to get a true picture of the your connection speed. Unfortunately there are going to be busy times when your connection speed will drop. Think of this in the same way as driving during rush hour. At 6pm in the evening you may only be able to drive at 20mph but at 10am you could be able to do 60mph, broadband is the same, the more connections there are the more bandwidth has to be shared.
• Beware of the measurements that speed tests report results in. Below is a table that will give you an idea of these measurements and what they mean in real terms.

Note: For broadband speed calculations 1 Mbps = 1000 Kbps (it is a common error to use 1024 in conversion between kbps and bps),  if you were calculating storage (hard drive, memory) it is correct to use 1 MB = 1024 KB.

It also important to be aware that Kbps is not Kilobytes per second but Kilobits per second and Mbps is not Megabytes per second but Megabits per second.

In the real world where we are all used to working in Megabytes this can be confusing so here is a basic guide.

The package speed details the kind of products you can buy from TalkTalk. The Kbps is the maximum speed you could expect to get for that connection and the MB/second is speed in Megabytes.

Line rate is the maximum rate your telephone line will physically support.
It is determined by a number of factors:

• How near you live to the exchange (i.e. line length).
• The quality and length of any telephone extension cables in your home.
• The speed and quality of your router or modem.
• The speed of your computer.
• Whether all broadband micro filters are correctly installed.

Once set, your line speed remains largely stable, only changing if one of the above factors changes significantly. By contrast, Throughput is the speed of data flowing through your broadband connection at any one time. It is determined by:

• The speed of the Internet and of websites you are visiting.
• General Internet congestion.
• Whether you're sharing your broadband connection with others in your home.
• Whether you have spyware or adware slowing down your computer's speed.

Throughput speed is limited by the physical maximum speed of your phone line (line rate) and varies throughout the day, typically reducing during peak periods (6 - 11pm)

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