Troubleshooting Connexin internet speed issues

Before starting to troubleshoot the performance of your Connexin internet connection, we suggest that you run a Connexin Internet Speedtest to measure your current internet speed.

You may also want to find out the guaranteed minimum download speed you are paying for from Connexin.

You can find this information by checking a Connexin broadband bill, your Connexin contract or by contacting Connexin.

Possible causes of Connexin’s slow internet speed

Is it your Connexin internet connection that is running slow or could it be your device (PC/laptop/phone)?

You may need to check how many apps are running on your device.

The speed issue could be due to over-utilization of your device’s resources e.g Memory/CPU and not a problem with Connexin’s broadband connection.

If you are on a laptop then you may use the task manager to see your CPU and Memory utilization.

On any other device, you could try restarting the device which should hopefully terminate all programs that may be using up your systems resources.

Re-run the Connexin Speed test on your personal computer and your mobile phone to check how the results differ between the two devices.

Hopefully this should give you more info to help determine whether the issue is with your device or the Connexin internet connection.

• What does the Connexin download and upload speed mean?
• Who is the best Internet Service Provider in the UK?
• 5 ways to improve your Connexin broadband performance
• Simple DNS tip to speed up internet browsing speed on Connexin

Is your wireless the cause of the issue?

The cause of the performance issue could be your Wi-Fi network as opposed to the Connexin broadband connection.

You could rule out the Wi-Fi network by connecting your computer directly to the Connexin broadband router using a network cable and run the Connexin Speed checker again.

If the speed test result is better when you are connected by an ethernet cable, this proves that the issue could be with your internal wireless network.

Possible things to look further into:

• Are the Wireless channels that you are using for your wireless network (SSID) overlapping with your neighbours?
• Is the Wifi network signal from the wireless router obstructed?
• Does the speed improve when you’re standing directly in-front of the Connexin broadband router?

Who is connected to my Wi-Fi network?

Have you checked that your wireless network password has not been hacked? Do you have an open Wifi network? How secure is your Wifi network password? It may be time to change it.

Others could be using your Wi-Fi network and using up all the Connexin speed by downloading, uploading or even streaming music or video over your Connexin broadband connection! Worse still, they may be conducting illegal activities over your Connexin internet connection.

There are three apps that you can utlise to analyse your wireless network to check who is connected:

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

The above apps will scan your wireless network and show you a list of the devices connected.

• How to check who’s on your Connexin Wifi network

Do I need a Wi-Fi network booster for my Connexin broadband?

If you discover that you have wireless black holes in your property, a Wi-Fi network extender aka a Wi-Fi Booster is the best solution to strengthen your Wi-Fi signal to cover any coverage holes.

• Best Wi-Fi Signal Boosters

The wireless network extender simply picks up the existing Wifi signal just as it is becoming weaker and re-transmits the wireless network signal to extend it’s reach.

Position the Wifi extender where your wireless network signal from your Connexin internet router is starting to become weaker.

Position it near where your Wi-Fi network signal is dropping down to 2 signal bars. Walk around your house with a mobile phone to try and establish where this is.

When was the last time you upgraded the Connexin broadband router?

The Connexin and broadband infrastructure, in general, are frequently updated to provide new features and improve reliability as technology evolves.  Always ensure that your Connexin broadband internet router is running on the latest software.

The majority of Connexin broadband routers allow you to perform the software upgrade by logging on the Connexin broadband router and simply clicking a button to start the upgrade.

If you cannot do this, get in touch with Connexin and they will do this for you or alternatively, guide you through the process.

As well as updating the software, if you have had hardware for a long time, it is worth talking to Connexin to ask for a router upgrade.

Is the root cause of the issue outside your property (at the exchange)?

This is probably the most common cause for Connexin broadband performance issues in your home and is more common for internet broadband connections that are delivered using phone lines.

If you’re unsure if this is relevant in your case, you should contact Connexin who should be able to carry out the relevant line checks to see if there is a problem on the Connexin broadband connection.

Is the performance issue because of Connexin broadband congestion?

If you are finding that the Connexin internet connection speed in your area is slow during certain periods e.g over weekends and during the evening, it may be due to congestion during peak hours.

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

You should contact Connexin to check your minimum speed.

Re-testing your Connexin internet connection

After the fault has been fixed either by yourself or Connexin, re-test your broadband connection using  at least two independent Speedtests to ensure the issue is fixed:

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