Troubleshooting The Cloud broadband speed problems

Before starting to troubleshoot the performance of your The Cloud broadband connection, we recommend that you perform a The Cloud Internet Speed Test to measure your current connection speed.

Also confirm the minimum download speed that you are paying for from The Cloud.

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

Potential causes of The Cloud’s slow broadband performance

Is it your The Cloud broadband that is slow or is it your device (laptop/smartphone/PC)?

You may need to consider the number of apps are currently running on your device.

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

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

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

Run the The Cloud Speed checker on your personal computer and your mobile phone to see how the results compare between the two devices.

Hopefully this should provide you with some information to work with in terms of whether the issue lies with your device or the The Cloud broadband connection.

• What exactly does the The Cloud download and upload speed mean?
• Who’s the best Internet Service Provider in the UK?
• 5 ways to improve your The Cloud Internet speed
• Simple DNS hack to speed up internet browsing speed on The Cloud

Is the Wi-Fi network the cause of the performance issue?

The cause of the performance problem could be your Wi-Fi network and not the The Cloud broadband internet connection.

You could rule out the wireless by simply connecting your computer directly to the The Cloud broadband router with an ethernet cable and then run the The Cloud Speedtest again.

If the performance improves when you are connected by a network cable, this indicates that the problem could be with the wireless network.

Possible things to look further into:

• Are the Wireless channels that you are using for your Wi-Fi network network (SSID) overlapping with the neighbors?
• Is your wireless signal from the broadband router obstructed?
• Does the speed get better when your are stood directly in-front of the The Cloud wireless 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 un-secured Wifi network? How strong is your wireless network password? It could be time to update it.

Neighbors could be on your wireless network and using up all the The Cloud speed by downloading, uploading or even streaming music or videos on your The Cloud internet connection! Worse than that, they may be conducting illegal activities using your The Cloud broadband connection.

There are three apps to utlise to analyze your wireless network to check who’s connected:

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

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

• How to see who’s on your The Cloud Wi-Fi network

Do I need a Wifi network booster for my The Cloud broadband?

If you discover that there are wireless coverage holes at your house, a wireless extender also known as a Wi-Fi Booster is the best fix to increase your Wifi signal to cover any coverage holes.

• Cheapest Wifi Signal Boosters

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

Place the wireless network extender near the position where your wireless signal from your The Cloud internet router is starting to become weaker.

Place it near where your wireless network signal drops 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 The Cloud internet router?

The The Cloud and broadband infrastructure, in general, are constantly updated to support new features and improve performance as technology evolves.  Always ensure that the The Cloud broadband router is running the most up to date software.

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

If you can’t do this, get in touch with The Cloud and they will be able to do this for you or alternatively, talk you through performing the upgrade yourself.

As well as updating the software, if you have had hardware for a long time, it’s worth talking to The Cloud to request for a router upgrade.

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

This is probably the most likely cause for The Cloud broadband performance issues in your property and is more common for broadband connections that are delivered via phone lines.

If you are unsure if this is relevant in your case, contact The Cloud who should be able to run the appropriate line checks to check if there is a fault on the The Cloud internet line.

Is the performance issue because of The Cloud Internet congestion?

If you’re finding that the The Cloud broadband connection speed in your area is slows down during certain times e.g weekends and during the evening, it may be because of congestion during peak times.

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

You should contact The Cloud to find out your minimum speed.

Test your The Cloud internet connection

After the fault has been resolved either by yourself or The Cloud, re-test your broadband connection using  at least 2 separate Speedtests to ensure the issue is resolved:

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