Help with your broadband

We’re sorry you’re experiencing speed problems.

Before we can help, we need to know if the problem is from our exchange to the router (sync speed), or from the
router to your devices (throughput speed).

What happens if the issue is with…

Sync speed

Sync speed

Sync speed is the speed between our exchange and your router. If your sync speed drops below our minimum guaranteed (25Mbps for Superfast 1, 55Mbps for Superfast 2), we’ll do our best to put it right. You’ll get a 15% discount until it’s fixed.

Throughput speed

Throughput speed

Throughput speed is between your router and the devices in your home. If the problem is with throughput speed, we’ll help you to improve it by taking you through some easy steps to improve your WiFi signal.