Troubleshooting Sure Broadband internet speed problems

Before you start troubleshooting the speed of your Sure Broadband internet connection, we suggest that you run a Sure Broadband Internet Speed Test to confirm your current connection speed.

It is also a good idea confirm the minimum download speed that you are paying for from Sure Broadband.

You can get this info by checking a Sure Broadband broadband bill, your Sure Broadband contract or by contacting Sure Broadband.

Potential causes of Sure Broadband’s slow broadband performance

Is it your Sure Broadband broadband that is running slow or could it be your device (PC/laptop/phone)?

You need to consider the number of applications are running on your device.

The performance problem could be due to over-utilisation of your device’s resources i.e Memory/CPU and as opposed to a problem with Sure Broadband’s broadband connection.

If you’re on a computer then you can use the task manager to see your CPU and RAM utilisation.

On any other device, you could try rebooting the device which should hopefully terminate all apps that may be hogging your device resources.

Run the Sure Broadband Speedtest on your PC and your phone to see how the results compare between the 2 devices.

Hopefully this should provide you with some information to work with in terms of if the problem lies with your PC/Smartphone or the Sure Broadband broadband connection.

• What does the Sure Broadband download and upload speed mean?
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Is your wireless the cause of the slowness?

The root cause of the performance issue may be your Wi-Fi network and not the Sure Broadband broadband internet connection.

You can rule out the Wi-Fi network by simply connecting your computer directly into the Sure Broadband broadband router using an ethernet cable and run the Sure Broadband Speed checker again.

If the performance improves when you’re connected by a network cable, this indicates that the issue could be with the Wifi.

Possible things to check:

• Are the WiFi channels that you’re using for your wireless network network (SSID) overlapping with the neighbors?
• Is the wireless signal from the internet router obstructed?
• Does the speed improve when your are stood right infront of the Sure Broadband broadband router?

Who is connected to my Wifi network?

Have you checked that your Wi-Fi network password has not been shared? Do you have an open Wi-Fi network? How strong is your wireless network password? It may be time to update it.

Neighbors could be on your Wi-Fi network and eating up all the Sure Broadband speed by downloading, uploading or even streaming music or video on your Sure Broadband broadband connection! Worse than that, they may be carrying out illegal activities over your Sure Broadband internet connection.

There are 3 apps that you can use to analyse your Wifi network to see who’s connected:

• Microsoft Windows users can use Wireless network watcher
• Apple users can use whoFi (who is on my Wifi)
• wireless network scanning application WiFi Analyzer

The above apps scan your Wifi network and produce a list of the devices connected.

• How to see who’s on your Sure Broadband Wi-Fi network

Should I get a Wifi booster for my Sure Broadband broadband?

If you find that you have wireless black holes at your home, a Wi-Fi network extender aka a wireless Booster is the best solution to increase your Wifi signal to cover any coverage holes.

• Cheapest Wi-Fi Signal Boosters

The Wifi booster picks up your existing wireless signal as it is becoming weaker and re-transmits the Wifi signal to extend it’s reach.

Position the Wifi booster/extender near the position where your Wifi signal from your Sure Broadband internet router is becoming weaker.

Place it near where your wireless network signal is dropping down to two bars. Walk around your property with a mobile phone to find where this is.

When was the last time you upgraded the Sure Broadband internet router?

The Sure Broadband and broadband infrastructure, in general, are frequently upgraded to provide new features and improve reliability as technology evolves.  Always ensure that your Sure Broadband broadband router is running on the most up to date software.

The majority of Sure Broadband broadband routers will allow you to carry out the software update by simply logging on the Sure Broadband broadband router and simply clicking on a button to start the upgrade.

If you can’t do this, contact Sure Broadband and they will be able to do this for you or alternatively, guide you through performing the upgrade yourself.

In addition to upgrading the software, if you have had the same hardware for a long period, it is worth talking to Sure Broadband to ask for a hardware upgrade.

Is the problem outside your property (at the exchange)?

This is probably the most common cause for Sure Broadband broadband performance issues in your area and it’s more common for broadband connections that are delivered via copper phone lines.

If you’re not sure if this is applicable to you, you should contact Sure Broadband who should be able to run the appropriate connection checks to check if there is a fault on the Sure Broadband internet connection.

Is it due to Sure Broadband broadband congestion?

If you are finding that the Sure Broadband internet connection speed in your area is slow during certain times e.g weekends and during the evening, it may be because of congestion during peak times.

• What is Broadband Contention Ratio and does Sure Broadband have contention?

You should speak to Sure Broadband to find out your guaranteed speed.

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Re-testing your Sure Broadband broadband connection

After the fault has been fixed either by yourself or Sure Broadband, re-test your internet connection using  at least 2 separate Speedtests to ensure the fault is resolved:

• • How to the ookla internet broadband speed checker to test your Sure Broadband connection
  • Test your Sure Broadband connection speed using Ookla Offical Speed Test
  • Test your Sure Broadband internet connectionspeed using fast.com speed test
  • Check My Broadband Speed Checker Sure Broadband broadband speed checker
  • • 0845UK Broadband Speedtest and troubleshooting