Troubleshooting Netserve broadband performance issues

Before you start troubleshooting the performance of your Netserve internet connection, we recommend that you perform a Netserve Broadband Speedtest to measure your current connection speed.

It is also a good idea find out the guaranteed minimum download speed you have subscribed to from Netserve.

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

Common causes of Netserve’s slow broadband performance

Is it your Netserve internet connection that is slow or could it be your device (laptop/smartphone/PC)?

You need to check how many applications are currently running on your device.

The performance problem may be due to over-utilization of your device’s resources i.e Memory/CPU Processor and as opposed to a problem with Netserve’s broadband connection.

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

On any other device, you should try restarting the device which hopefully will shut down all programs that may have been using up system resources.

Re-run the Netserve Speedtest on your PC and your mobile to check how the speed test results differ between the 2 devices.

This should hopefully provide you with some info to work with in terms of if the issue lies with your PC/Smartphone or the Netserve internet connection.

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

Is the wireless the cause of the issue?

The root cause of the performance problem could be your wireless network and not the Netserve broadband internet connection.

You could rule out the Wifi network by connecting your PC directly to the Netserve broadband router with a network cable and run the Netserve Speed checker again.

If the speed is better when you are connected using a network cable, this shows that the problem could be with your wireless.

Possible things to look further into:

• Are the Wireless channels that you’re using for your wireless network network (SSID) overlapping with the neighbours?
• Is the wireless signal from the internet router obstructed?
• Does your performance get better when you’re standing directly infront of the Netserve wireless router?

Exactly who’s connected to my Wi-Fi network?

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

Neighbors could be on your Wifi network and using up all your Netserve speed by downloading, uploading or even streaming music or videos over your Netserve internet connection! Worse still, they could be carrying out illegal activities using your Netserve internet connection.

Here are three applications that you can potentially use to analyse your Wi-Fi network to see who is connected:

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

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

• How to see who is on your Netserve Wi-Fi network

Do I need a wireless booster for my Netserve broadband?

You may discover that you have Wifi black spots in your house, a wireless network extender aka a wireless Booster may be the best solution to increase your Wi-Fi signal to cover any black spots.

• Best Wifi Signal Extenders

The Wifi network extender picks up the existing wireless network signal as it is starting to become weaker and re-transmits the Wifi signal to increase it’s coverage.

Position the wireless network booster/extender near where your Wifi network signal from your Netserve internet router is starting to become weaker.

Position it near where your Wifi signal is dropping down to two signal bars. Walk around your home with a smartphone to try and establish where this is.

When did you last upgrade the Netserve broadband router?

The Netserve and broadband infrastructure, in general, are frequently updated to support new features and improve performance as technology evolves.  Ensure that your Netserve internet router is running the most up to date software.

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

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

In addition to updating the software, if you have had router for a long period, it may be worth talking to Netserve to request for a hardware upgrade.

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

This is probably the most common reason for Netserve broadband performance issues in your property and is more common for internet broadband connections that are delivered using copper phone lines.

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

Is the issue because of Netserve Internet congestion?

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

• What’s Broadband Contention Ratio and does Netserve have contention?

You should speak to Netserve to check your minimum speed.

Re-testing your Netserve broadband connection

After the issue has been resolved either by yourself or Netserve, retest the internet connection using  at least two separate Speedtests to ensure the fault is fixed:

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