Why is my internet connection slow

A slow internet connection is one of the most common problems you can face using your Internet. On this page you can find out:

• if you are really experiencing a speed issue;
• what can cause a speed issue;
• possible solutions before calling our customer service. 

Do I really have a speed issue?

Sometimes you may think you’re having a speed issue when it’s actually not the case.

You are not getting the maximum speed profile

If you are not getting the highest speed profile (12 Mbps/740 Kbps for ADSL, 100 Mbps/40 Mbps for VDSL), it doesn’t mean that you have a speed issue. It can simply mean that your line is unable to get the highest profile and therefore set to a lower profile. The reasons can be read here: 

• What is the maximum DSL speed? 
• Which factors can influence the speed of my Internet connection? 
• What speed can I expect on my VDSL line? 

What is my actual speed at the moment

You should, in the first place, thoroughly test if your impression of a slow internet connection is correct. For this reason, you should perform speed tests

Okay, this is really a speed issue. What do I need to do next?

Here are the steps which you can follow to try to solve the problem:

• My internet subscription has unlimited usage.

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  • No
  • Yes

• Check in my edpnet if you still have broadband and enough traffic.

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  How can I check how much traffic I used?

  • I have narrowband and I have already been using extra traffic
  • I still have broadband and enough traffic

• Which connection are you using on your computer devices?

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  • My modem/router is connected to my computer(s) with a cable
  • I'm using Wi-Fi on my computer device(s)

• Your traffic will be resetted at the beginning of a new invoice period and you'll come back to broadband.

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  • I'm okay with this
  • I don't like this solution!

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  You make us wonder why you are still using an old subscription. Contact our customer service on 03 265 67 00 to change for a better option!

• Check if the speed issue is caused by something in your internal network.

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  What can cause low speed in my internal network?

  • I haven't found any problem in my internal network
  • This hasn't changed anything on the speed of my internet

• Check if your modem/router and internal cabling are okay.

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  What can I do to solve a problem with my internet connection?

  • My internal cabling and my modem/router are okay

• Connect your modem/router directly to your computer with a cable and check if the speed of your internet is okay.

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  • This hasn't changed anything on the speed of my internet
  • The speed of my internet is okay now

• This means the performance of your Wi-Fi network is not okay

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  How can I improve my Wi-Fi connection?

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  Contact our customer service on 03 265 67 00.

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  Great! Thank you for using our support site.