Broadband troubleshooting checklist

Short answer: rule out home-network issues first, test consistently, then escalate to your provider with evidence. This helps you decide whether to fix setup issues or compare new deals.

Step 1: run a clean baseline test

• Test once on Ethernet if possible, then compare with Wi-Fi.
• Run at least two to three tests across different times.
• Record speed, latency, jitter, and any user-impact symptoms.

Step 2: fix common home-network bottlenecks

• Restart router and modem, then wait for full sync.
• Move router away from interference sources and enclosed spaces.
• Use 5 GHz close to router, 2.4 GHz for longer range where needed.
• Pause cloud backups, updates, and heavy background traffic.
• Update router firmware and device network drivers.

Step 3: troubleshoot by symptom

• Slow downloads: check device limits, Wi-Fi conditions, and peak-time patterns.
• High latency: prioritise wired checks and reduce concurrent traffic during calls/gaming.
• High jitter: investigate Wi-Fi interference and unstable device placement.

Step 4: escalate with evidence

If results remain poor after home checks, contact your provider and share test evidence across times of day. Ofcom explains customer rights and speed guidance under its broadband speeds information pages, including the broadband speeds guidance.

Step 5: decide whether to switch

If your current package still does not meet household needs, compare alternatives using your baseline and postcode availability. Start with compare broadband deals, then check our FAQ for common edge cases.