If it is taking longer than you expect to download or upload data from the Internet we know it can be really frustrating.
In order to sort out a slow connection it is important to find out which part of the connection is going slow. We try to break down the different parts of your connection into the five key segments shown in the picture below:
The Home Network: This is the network within your home that connects your devices to our router. This includes the wireless (WiFi) network and the cables used to attach other devices to our router. To check whether your home network is slowing you down it is best to connect a known working device to our router with a cable that you know works well. Then do a speed test on the cabled device to see if the connection is still slow. If the connection speed is OK then you may have a problem with your Home Network.
The Access Network: This is the bit of the connection between your Community Fibre router and our local equipment room. Although fibre-optic cable is very fast it is also quite delicate because it is a piece of glass. If your cable has been bent then this may slow things down. Check that the thin fibre-optic cable between your router and the face plate where our fibre enters your property has not been damaged. If it has you may have a red light on your router. If you think this might be causing the problem then submit a request on this site and we'll get someone to come and have a look.
The ISP's Network: Sometimes something breaks within the Community Fibre network and this might slow things down for a bit. Keep an eye on our Announcements section and we'll try to keep you up to date if anything is not working quite right.
The Internet: This is the global network. The Community Fibre network is connected to the Internet so that your devices can connect to all of the other computers around the world that are also connected to the Internet. If this slows down, for example if someone is trying to attack it, then I'm afraid there is not much Community Fibre can do about it. However it does not slow down very often and if it does you might well hear about it on the national news. We'll also try to keep our Announcements section up to date.
Online Services: Sometimes the computer you are trying to connect to on the Internet may be running slow or it may have a problem. Not all computers on the Internet are connected using fibre optic Gigabit connections like the ones you get from Community Fibre. They can only talk to you as fast as their connection allows. Try a few other computers on the Internet, especially big UK ones like news.bbc.co.uk or google.co.uk and see if they run slow too. If not then the computer you were trying to talk to is probably struggling to keep up with your Gigafast connection, give it a chance!!
If you are still struggling to identify what is causing your connection to go slow then you might want to register for a project called Actual Home. This project monitors the speed of your internet connection and provides a tool that helps to identify whether your speed problems are caused by your home network, Community Fibre or the Internet.