Troubleshooting Shell Energy broadband speed issues

Before starting to troubleshoot the performance of your Shell Energy broadband connection, we suggest that you perform a Shell Energy Broadband Speedtest to measure your current broadband speed.

Also confirm the guaranteed minimum download speed you have subscribed to from Shell Energy.

You can find this info by checking your Shell Energy broadband bill, your Shell Energy contract or by contacting Shell Energy.

Probable causes of Shell Energy’s slow internet speed

Is it your Shell Energy internet connection that is running slow or is it your device (PC/laptop/phone)?

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

The performance problem could be due to the over-utilisation of your device’s resources e.g RAM/CPU Processor and not an issue with Shell Energy’s internet connection.

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

On any other device, you could try rebooting the device which hopefully will kill all programs that may have been using up system resources.

Re-run the Shell Energy Speed test on your personal computer and your mobile to check how the results differ between the 2 devices.

Hopefully this should give you more information to help determine whether the issue lies with your PC/Smartphone or the Shell Energy internet connection.

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Is the Wifi network the cause of the issue?

The root cause of the performance issue may be your Wi-Fi network and not the Shell Energy broadband connection.

You could rule out the Wifi by simply connecting your PC directly to the Shell Energy broadband router with a network cable and then run the Shell Energy Speed test again.

If the result improves when you’re connected using a network cable, this indicates that the issue may be with your internal wireless network.

Possible things to look further into:

• Are the Wireless channels that you’re using for your Wifi network (SSID) overlapping with the neighbors?
• Is the wireless network signal from the wireless router obstructed?
• Does your speed improve when you’re standing right infront of the Shell Energy wireless router?

Exactly who’s connected to my wireless network?

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

Neighbors could be using your Wifi network and eating up all the Shell Energy speed by downloading, uploading or even streaming music or video over your Shell Energy internet connection! Worse than that, they could be conducting illegal activities on your Shell Energy internet connection.

Here are 3 apps to utlise to scan your Wifi network to see who is connected:

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

The above applications scan your Wi-Fi network and show you a list of the connected devices.

• How to see who’s on your Shell Energy wireless network

Do I need a Wifi booster for my Shell Energy broadband?

You may find that you have wireless coverage gaps at your home, a wireless network extender also known as a wireless Booster may be the best solution to increase your Wi-Fi signal to cover any black spots.

• Cheapest Wireless Signal Boosters

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

Place the wireless network extender where your wireless signal from the Shell Energy internet router is starting to become weaker.

Position it approximately where your Wifi signal is dropping down to less than 2 signal bars. Walk around your home with a mobile phone to find where this location is.

When was the last time you upgraded the Shell Energy broadband router?

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

Most Shell Energy internet routers will allow you to perform the software upgrade by logging into the Shell Energy broadband router and simply clicking on a button to perform the upgrade.

If you cannot do this, contact Shell Energy and they will be able to do this for you or alternatively, talk you through performing the upgrade yourself.

In addition to upgrading the software, if you have had router for a long time, it’s worth talking to Shell Energy to request for a hardware upgrade.

Is the problem external to your home (at the exchange)?

This is probably the most common reason for Shell Energy broadband performance problems in your property and is more common with broadband connections that are delivered via phone lines.

If you are not sure if this is applicable to you, contact Shell Energy who will be able to conduct the relevant connection checks to check if there is a issue on the Shell Energy broadband connection.

Is the performance issue due to Shell Energy Internet congestion?

If you’re finding that the Shell Energy broadband connection speed in your area is slows down during certain times i.e. over weekends or during the evening, then it may be due to congestion during peak hours.

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

You should speak to Shell Energy to find out your guaranteed speed.

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Test your Shell Energy broadband connection

After the problem has been fixed either by yourself or Shell Energy, retest the broadband connection using  at least two separate Speedtests to ensure the problem is resolved:

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