A slow connection could be caused by a number of things. We'll go through some quick checks first and then move on to some more detailed investigations. (Do feel free to call support for help!)

1. Quick Checks First of all, go through these quick checks to see if they help fix a slow connection	2. Speed Tests Secondly, find out what speed your line should be, and run some speed tests to see how the 2 compare
3. Check CQM Graph You may be able to tell from our monitoring graphs what is causing slow speed. find out more here.	Contact Information Support: 03333 400999 email Sales: 03333 400222 email Live Chat: irc.z.je/a&a Need out of hours help?

Testing the Speed of the Line

There are various speed test sites on the internet that can be used to see what speed your line provides. We'd suggest using a few different ones so as to be sure a slow report isn't due to a slow speed test server.

There are official speed tesr sites provided by BT and TalkTalk, these have the advantage of being logged at the supplier side which will help in fault reporting.

We also run a speed test site.

• [1] AAISP Speed tester
• [2] TalkTalk Speed tester
• [3] BT Wholesales Speed tester

What speed should you have?

The availability checker on the bottom left of [4] will give an estimate as to what your line should be capable of.

Finding your current Sync rate

You can check the linerate of your line - this is the speed of the line as reported to us by the back-haul provider.

Example:

This one has a rate of 228k - something is wrong!

Causes of slow lines

There can be many reasons why a line is slow, maybe the scenarios below can help:

Lots of other traffic on the line

Here is an example of a CQM Graph with lots of upload traffic,

Lots of upload at the end of the day

The example above show a line with occasional short uploads causing spikes in peak latency, and then a sustained upload starting at around 6pm and causing high latency (queue in the router). At 8pm there was more upload filling the link causing higher latency still and some loss (normal when the link is full). This is normal.It may cause the line to be slow. If you don't know what the traffic is, then you can do a Traffic Capture or ask Support to Help.

Sync rate has been capped or lowered

You can check the linerate of your line - this is the speed of the line as reported to us by the back-haul provider.

Examples:

Line rate as shown on the control pages, ie 39.8M - Good!

This one has a rate of 228k - something is wrong!

1. Log in to the Control Pages
2. The line rate is usually shown on the front page, as per the image above

Packet loss on the line