slow-broadband help broadband Virgin Media
We've put together some 'tricks of the trade' to help you get the most out of your broadband connections. With all the focus on the speed of your broadband this article should help you solve some of the most common reasons for slow speeds.
If you haven't got time to read the whole thing, then here is our 5 second (speedy) guide for helping yourself:
Don't forget these are just the quick facts - there are loads more tips and details for you to check out in the main article below.
If you would like more out of your broadband including speeding things up why not try our 'tricks of the trade', they won't solve every problem but they may just give you the boost you need.
Some of the tips are a little more complicated than others, but don't forget we have a comprehensive help section on our website, a free technical helpline for issues with Virgin Media broadband connections or you can call our PC Help line for more general help with computers. Its also worth trying out some of the help forums on the internet, they can be full of great advice and helpful techies!
Virgin Media Broadband is currently available in three sizes, and download (from the Internet to your PC) and upload (from your PC to the Internet) speeds are measured in Megabits (Mb), Kilobits per second (Kbps), or sometimes Kilobytes per second (KB/s). There are 8 bits in a byte for the scientists among you! Check which service you are on to find out what speeds to expect.
You can test your speed by downloading a file from a UK based site and check the transfer rate shown. Alternatively, various speed tests are widely available either from tests embedded in the website, or by using specifically downloadable tests designed for UK broadband connections.
However speed tests don’t always accurately show off the speed you’re getting – and there are some very common reasons why they’re not up to the job. E.g the size of the files (payload) they use to upload and download to test speeds are often very small and can be downloaded too quickly to provide an accurate measure, specifically on our 10Mb and 20Mb products. Some testing sites can get congested by too many people using them at the same time, so please remember this when you see the results.
Although its great that we can all access the internet without being plugged into the wall, sometimes we all expect a little too much from this technology.
A good point to remember is your wireless router should ideally be in your line of sight to get the best speeds possible.
The more walls and distance you put between your PC and the router, the slower the speeds you will achieve.
You could always try replacing the aerial. Standard router aerials are usually 2dBi (indicating how long it is). For around £10 you can buy an aerial of 9dBi (high gain), which can increase signal strength in some circumstances.
You could also try out a wireless access point. You connect the access point to your router using a Wireless Distribution System (WDS) or Wireless Access Point, extending the reach of your wireless without reducing its strength. These are great for getting over speed issues if you have large obstacles like thick walls or want to ensure the best possible speed in a specific room in the house.
One from D-Link is available on the Virgin Media shop.
Make sure that you're not sharing your wireless connection with cheapskates on your street or in nearby houses. Always set up a password on your wireless router and enable WPA encryption if your hardware is compatible.
Securing your wireless will stop people using your connection without your knowledge and slowing you down, not to mention help secure you from malicious attacks on your machine.
For people who have generally reliable, fast connections, if you use wireless sensibly it shouldn't be a big issue. However, if you're having speed problems and are using a wireless router you should try connecting directly via a cable to see if it helps.
However even the type of cable that you use to connect can make a difference! Connecting to your router via an Ethernet cable will be more efficient than using a USB cable.
Ethernet was specifically designed as a network connection. However USB was designed as a general connection method for anything from printers to digital cameras. Because of this, USB connections cannot achieve the higher broadband speeds we offer.
Also if you have several USB devices in use on your home computer e.g. mouse, keyboard or scanner, then you are even more likely to experience problems because of the increased load on the processor of your computer.
If you are running a home network, connect your modem directly to a computer, and recheck your speed to make sure the problem is not with your wireless home network.
Your PC settings and software have a massive effect on you broadband speed. The fact is that in a large number of cases customer's own equipment is the cause of slow speeds. In fact even the most technical of people can miss the 'basics', like corrupted drivers or un-optimised PC settings.
By removing old files in your "Temporary Internet files" folder, you can often improve browsing speed. In Internet Explorer, click on Tools, then Internet Options, and then click Delete files.
A good basic example for the less 'techy' is that most people use Internet Explorer to browse the internet. However many people are still using older versions that are less efficient. By upgrading to the latest version of Internet Explorer (which can be done at http://windowsupdate.microsoft.com ), or using a different browser, like Mozilla, you can reduce the time it takes to download a page. But remember you should always be careful when making any changes to the settings on your computer. If in doubt get some expert advice.
This kind of advice can be applied to all other software you have on your computer - the more up to date it is, the more likely it is to have better results on fast broadband.
It's the same for your operating system as well. If you use Windows, we recommend that you visit Windows Update (http://windowsupdate.microsoft.com) at least once a month to ensure it is up to date - and to enable automatic updates on your computer as well.
And if you are on the higher broadband speeds, you simply have to optimise your computer so that it is able to achieve these speeds. One tool that customers have had good results from is the TCP/IP Optimiser, and more information can be found here.
Please be careful when using any of these tools to ensure that you are following the instructions closely. If you get stuck or don't know what you're doing, we suggest not running the tools and asking for the advice of an expert.
It's there for a reason - the minimum specification defines what equipment is needed to get the most from your broadband connection. If you are experiencing any speed issues then a good starting point is to check our minimum spec here.
If your computer or operating system does not meet our minimum specification it will probably be slowing you down. Your local computer expert should be able to help you upgrade your equipment to meet the minimum spec.
There are a whole range of software programs and applications that can discretely use your internet connection without your knowledge. Most of these are set to automatically start up when you log into your computer. You might just be checking your emails, but these programs could still be running in the background and slowing you down.
Applications such as Windows updates, security suite updates, Real Player pop-ups, and MSN could also all be running at the same time without you even specifically using the programmes. There are also more sinister programs that can be running on your computer without your knowledge that collect information about what you are doing online.While some of these are silent, others do ask permission before using up your bandwidth, and almost all can be set so that they don't start up automatically. If you only spend short periods of time online, these programs will be opening as you log in and could make a noticeable difference to your speed.
On the more sinister programs, which are also known as Spyware, it's important that you protect your computer from these threats (and many more) by using a security package such as PCguard.
To find out which applications are running, go to your task manager (right click on the Task bar). You can see what's running in the Applications tab, and also see if anything is running behind the scenes by clicking on the Processes tab.
You should always opt to give permission before an application runs, or set things to run at more convenient times - like only downloading large files overnight.
Common problems involving ADSL customers can usually be traced to electronic interference on the telephone line. Because of the frequencies used by ADSL, the internal wiring can act as an aerial for picking up interference. So when you try and hide your ADSL modem, don't just ram it down the gap behind your desk next to all the extension leads and plug sockets, make sure it's free from any electrical interference.
Also the further your modem is from the faceplate (the socket your modem connects to that you can identify by the split front plate as shown above), the weaker your broadband will be. This is because the standard wires used to connect it to the faceplate are usually quite poor.
If you're on an ADSL connection up to 8Mb, moving your modem closer to the faceplate can increase your internet speed by as much as 3Mb.
The new breed of TV download programmes such as the BBC iPlayer download manager and Channel 4's 4oD may continue to run in the background of your PC even after you think you've turned them off. Because some versions continually upload and download data using file sharing technology, they are constantly using your internet connection and will not only slow you down - they'll also use up your download allowance. Make sure you quit them fully when you close them and check that they are not still running in your task bar (which you can find at the bottom right hand side of the screen).
With programmes like BBC's iPlayer on your computer, remember to check the settings. You'll want to make sure it is set to "no peer to peer." (file sharing) Basically you don't want iPlayer to continue running when you are not using it.
Turn off file sharing programs, also known as Peer to Peer software or P2P, like Kazaa, BitTorrent, iMesh, or eMule. This type of software can consume considerable amounts of your connection speed.
An obvious point is to monitor how much you are downloading in total to ensure you are not hitting the traffic management thresholds. More about this can be found at here.
Well maybe its not! If you are part of a household where you share your broadband connection with other users, maybe via a wireless router of home network, you may experience slow speeds if a few of you are downloading/uploading at the same time. This includes things like streaming and online gaming as well. So if you can, its best to do you're downloading or gaming when nobody else is or even plump for a higher speed so there is more to share.
If you are experiencing slower than expected speeds, try rebooting your modem and computer by powering them off at the mains, wait approximately 30 seconds, and then power them back on again. Once the lights have stabilised the modem has been reset. As simple as it sounds it can often help. You should also sense check the time of day you are experiencing the problem. If its peak internet time then you should be prepared for a dip in your Broadband performance.
However if you have tried all our top tips and your speed is still struggling then get in contact with our broadband technical support team on 0845 454 1111. However, you could save yourself a phone call and try our online help first (www.virginmedia.com/help/broadband).
We will be able to tell you if there is a problem in your area or if you have downloaded too much in peak time and have been traffic managed. You can also check our live service news or call our free service status line on 0800 561 0061 to make sure there isn't a specific problem on the network in your area.
It's also worth remembering that internet habits are changing and changing fast. People are doing more with their broadband these days, so if you are on a 2Mb package and doing a lot of downloading or sharing with multiple users then a higher speed is a must!
