Broadband speeds

Internet service providers (ISPs) typically advertise their products as working at speeds “up to” 8, 20, 24, 40 or even 50Mbps, but what does this actually mean for you, and are these claims reliable?

We have signed up to Ofcom's Code of Practice regarding broadband speeds, so you know we will always do our best to give you the most accurate information about your connection.

How broadband works

Broadband is delivered over your everyday phone line.

A telephone line is made up of two pieces of copper twisted around one another, and can often be several miles long.

The longer the signal has to travel from the exchange to your house, the more it will slow down on the way.

Corrosion, or a bad connection between the wires, will also create interference and affect speeds.

What speeds to expect

In order to avoid confusion, it’s best to be aware of the following definitions:

• Headline speed - the speed advertised by ISPs as the maximum available (ie "up to 24Mbps").
• Actual speed - the top speed supported by your line, determined primarily (though not exclusively) by your line's length.
• Throughput speed - this is highly variable, as it is the day to day speed you will experience while online. It can be affected by your ISP’s network, its traffic shaping and management policy, the number of people sharing the network at the same time and the number of people accessing a particular website.

How this affects you

Our headline speeds are 8Mbps and 24Mbps, and you can use our checker to get some idea of what to expect as your actual speed.

During the first ten days of your service, your line's speed will fluctuate as it adapts to the maximum rate it can support.

Later, other factors may affect your throughput speed, such as extension wiring, electrical interference, bad weather, and your equipment. For instance, USB modems will not be able to connect at more than 2Mbps, and we would always recommend using a router instead.

How to get the best possible speeds

Hardware Tips

• Use a router instead of a modem.
• Connect to your router with an Ethernet cable instead of wirelessly.
• Make sure you have microfilters attached to all the phone sockets that you are using.

Positioning Tips

• Always connect your router to the master phone socket in your home.
• Keep the router away from any electrical equipment that may cause interference, like cordless phones, your Sky box, and home theatre speakers.
• Avoid using telephone extension wiring if you need to place your router away from the socket. Use a long Ethernet cable instead. If you have to use telephone wiring, use round copper cable rather than aluminium.
• If you are using a wireless router, try and keep it in your line of site when at your computer.
• Avoid reflective surfaces, as some wireless signals will literally bounce off windows, mirrors and metal countertops. This can reduce your network range and performance.

General Tips

• Set up security on your wireless network to ensure that you're not unintentionally sharing your connection with your neighbours.
• Select a different wireless channel than your router’s default to prevent interference and slowdown from any of your neighbours’ routers.
• Try closing background applications and unplugging any USB devices.
• Make sure you are using the most up to date version of your web browser. Old versions may load pages slower.

Follow this advice and you should get one of the best broadband experiences available. Plus, get a few more tips from this helpful video produced by Ofcom:

If you've tried all the above, and your broadband speed is still very slow, first try a speed test, then complete our Internet Support form, and one of us will get back to you to help you troubleshoot your connection.

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