Our broadband is slow

[Olha]

We have a strange problem with our broadband: The Internet periodically turns off and turns back on. We are very uncomfortable. We also restarted the router, but this did not give any results. Does anyone know how to solve this problem ?

[RoyB]

@Olha 

There are many possible causes for this. The first thing to discover is whether the problem is on the home side or not.

So when the internet turns off, look at the three lights on the router that are normally green. Is the middle one changing? If so, the problem is on Now’s side of the router, and you will need to contact them. They will check the line, and if necessary, involve Openreach, who actually manage the cabling, to remedy any fault.

You can contact Now Broadband support on 150 from your home phone, if you have one on your broadband line, or on one of these numbers:-

Try 0330 041 2518, 0330 041 2462, 0800 759 1213 or 0330 332 3050

However, if the lights on the router don’t change, then the problem is on your side of the router, and it is your WiFi fluctuating. WiFi from the Now router is notoriously weak; there are various things you can do to optimise it - have the router in the middle of the property, in free space, and not behind the TV, and even not behind a fish tank.

But you best bet would be to source a Sky SR203 router from eBay, which will be a straight replacement for the Now router, and has much better WiFi.

Good luck!

[Olha]

Nothing helped. Lines are busy. And the Internet is still periodically disconnected and turns on. In addition, we have a contract for the year. Can we go to another provider? We need urgent Internet to study and work.

[RoyB]

@Olha 

You haven’t answered my question, which I will repeat:-

So when the internet turns off, look at the three lights on the router that are normally green. Is the middle one changing?

Everything going forward depends on the answer to this, so only once we have it can we usefully proceed further 😢