If your Sky Broadband connection seems slower than usual, try:
- Closing and restarting your browser
- Checking your hardware set up
- Changing your router settings.
Check your connection speed
First, check whether there's a problem with the connection from the exchange to your router, or
between the router and your computer. Our help guide,
Check
the speed of your Sky Broadband connection explains how to do this.
Router reboot
Switch your Sky wireless router off, leave it for 30 seconds, then switch it back on again.
Don't press a pen into the reset button at this stage, as you'll lose all your current settings. If
this doesn't help, you need to check the phone points in your home.
Microfilters
Although only small, Microfilters have a big part to play in the correct set up of broadband
within the home. Connecting one of them to every telephone socket you use will help to ensure that
your broadband runs as fast as possible.
Microfilters are small white boxes with a phone lead or connector on them, supplied with your
Sky Broadband router, which stop interference between your broadband signals and signals from other
items that use your phone line, such as Sky boxes, telephones, faxes and games consoles. It's vital
that a Microfilter is the first thing plugged into each telephone socket - no other connectors,
Splitters or devices should be directly connected to a telephone socket - every one should be
connected via a Microfilter.
- Make sure that a Microfilter is the first thing connected to each telephone socket you use.
Don't forget the one your Sky box plugs into. Check that if you are using an Extension socket that
you only have a Microfilter at one end of the cable, not at both ends (Fig. 1)
- It's important that a Microfilter is the first thing plugged into each telephone socket - no
other connectors, splitters or devices should be directly connected to a telephone socket. Connect
all other devices that need a phone socket (e.g. phone, gaming consoles) to the Microfilter socket
marked
PHONE
- Plug one end of the grey cable to the microfilter marked
MODEM and the other end of the cable to the back of your Sky router marked
ADSL (Fig. 2 & Fig. 3)
Microfilters and Splitters
If you've got a lot of equipment around the house that requires a telephone signal, you require
Splitters. A Splitter enables you to connect more than one device to a single socket.
- Don't forget a Microfilter is the first thing connected to each telephone socket you use (Fig.
1)
- If you need to connect more than one device to a single socket you'll need a Splitter (Fig.
2)
- Each Splitter should be connected to a Microfilter and connected into the Microfilter socket
marked
PHONE. Any other devices such as your Sky set top box should be connected to the
Splitter. (Fig. 3)
Where should I put Microfilters in my house
Each room will need a Microfilter connected to the phone socket. Our guide shows the correct
broadband set up for a typical house and what needs to be plugged in and where.
Download and view our PDF guide:
Where
should I put Microfilters in my house?
New or upgraded subscription
Have you recently switched to Sky Broadband, or upgraded your package? If you have a new Sky
Broadband product, we test your connection over 10 days, gradually bringing it up to fastest speed
it can support while still giving you a stable connection. During this time, your speed will
fluctuate. Please leave your Sky wireless router turned on for the first 10 days to help us test
your connection speed. If you're a Broadband Everyday Lite or Broadband Unlimited customer, you can
check whether we are testing your line - sign into
My Sky and and follow the
View my details link in the
My Broadband section to see the
Your Service Details dashboard. Look in the
Your Connection Details section for information about line testing.
Evenings and weekends
At peak times, when huge numbers of people are online, your Sky Broadband may slow down. This is
simply because there are so many people using the network. Our network is busiest between 4pm and
11pm on weekdays and all day at the weekend, but can be busy at other times too, depending on
regional, national and international demand. You may find certain sites slower during major
sporting or news events, for example.
Sky Connect customers
If you are a Sky Broadband Connect customer, certain online applications may run more slowly
during peak times. We give priority to browsing, email, streaming, instant messaging, gaming and
Voice over Internet Protocol (VoIP). So high-bandwidth applications such as peer-to-peer
file-sharing, large file downloads and newsgroups, may run more slowly. We monitor bandwidth to
avoid anyone's use having a negative effect on other customers. A small number of customers who
regularly download large files at peak times may have restrictions placed on their account to
reduce download speeds, but we remove these restrictions when the Connect network is not busy.
Extreme weather
Exceptionally hot or cold weather can affect the speed of your broadband. On particularly hot or
cold days you may notice an effect on your broadband speeds.
Router position
It's possible that a physical obstacle is interfering with your wireless signal. To get the
strongest and most reliable wireless connection:
- Put your router in or near the room where you're most likely to use your computer.
- Don't put your router in the corner of the room or on the floor.
- Use your computer in a position where, if you imagine a straight line from your router to your
computer, there are no thick or shiny objects in the way.
Your wireless signal will pass through most obstacles, but dense objects such as brick, stone,
concrete and metal floors and walls can weaken your wireless signal. Some reflective household
objects, such as mirrors, fish tanks and metallic decorations can deflect the signal, so move your
computer and router away from these objects.
Phone line faults
Pick up you phone receiver and listen. If you hear crackling or silence then contact your phone
provider. A faulty phone line can cause problems with your internet connection, even if you can
still make phone calls. If your phone sounds fine, you can still test it to see if it’s affecting
your broadband:
- Remove the face plate of your master socket to get access to the test socket.
- Plug a microfilter directly into the master socket.
- Connect your router to the microfilter.
If your broadband connection is fine when you're connected to the test socket, then the problem
isn’t with the connection between your home and the telephone exchange. There may be problems with
the phone wiring to the other sockets in your house. You could move your router, so that it's
plugged into the master socket, ask a professional to check your wiring or report the fault to your
telephone provider.
Cabling, extension cords and telephone sockets
Check any telephone extension cords carefully for any damage, and make sure that all the
telephone connections are firmly plugged in, and fitted with microfilters. Old or damaged telephone
or master sockets should be repaired or replaced. Using a telephone extension cord more than 10
metres long between your telephone socket and your Sky router can slow your connection. Try using a
shorter or better quality cable. Check that the wires have not been damaged or frayed, this will
slow down or stop your connection.
Wireless channels
Your wireless router can broadcasts on several different channels. Sky Broadband uses channels.
A nearby wireless connection may be broadcasting on the same channel, if your neighbour has Sky
Broadband, for example, and this can interfere with your signal. It's easy to change your router
settings and select a different channel, which will resolve this conflict. You may find that one
channel is clearer in your home than others. You can access your router settings and try to improve
your signal strength using our help guide,
Have you
tried a different wireless channel?. You won't need to adjust your computer settings, just go
online and your computer will detect the new channel automatically.
Interference from other devices
Do you use a wireless adapter or other wireless gadgets and devices, including baby monitors,
wireless printers or peripherals (keyboard, mouse etc.) or cordless phones? Our help article,
contains tips on resolving this issue.
Viruses and malware
If you have picked up a virus or other type of harmful program, this can slow your computer down
and affect your browsing speeds. Learn more about the tell-tale signs of this kind of 'malware'
infection, and how to protect yourself with McAfee Internet Security software, in our
Security
Centre.
