Please ensure that the issue is not directly related to your current network set up. You can do this by connecting a computer directly to the router and running a speed test, thus bypassing any servers or firewall or switches or hubs which may a contributing factor. If you have an IT person on-site please check with them before doing that.
Please ensure you have performed a virus scan and a Spy-Ware scan to ensure no problems could be caused due to virus/spy-ware.
If this does not resolve the issue, please perform the following test three times a day for a rough guideline and email the results once compiled to us along with a description of your problems our technical support team at support@claranetsoho.co.uk. We will send you back a ticket reference number, and you can quote this when speaking to us over the phone.
To do the speed test, please complete the following:
• Browse to the website http://speedtest.btwholesale.com
• Follow the steps shown in red
• Click on Yes
• Click on “Begin Test”
• Wait for test results
• Click on “Further Diagnostics”
• Enter the telephone number of the broadband circuit (for ADSL and FTTC- fibre) or the Post Code of the installation address (for FTTP)
• Click “Run Diagnostic Test”
• Make a note of the test details. If the test fails multiple times, contact our technical support team
After running the first speed test, if it shows the slow speed, please change the ADSL filter.
After running the second speed and the speed hasn’t improved, please try an alternative router.
After running a third speed test which shows the slow speed, contact our technical support team with the speed test results.
We will then attempt to resolve the issue with advanced troubleshooting.
If we are unable to fix the issue we may need to raise a fault with our supplier.
