Kick start your broadband - slow connection troubleshooting steps
90% of slow Broadband issues are caused by issues at the customer premises - the following guide will help you identify and eliminate these issues so you can get the best out of your Zen Broadband service.
NOTE: The maximum number of steps to diagnose a Slow Broadband Connection is typically 8, depending on the results of tests and how your Broadband is setup in your home or office.
Check for active outages or maintenance alerts on the following pages:
Are there any active alerts?
YES - Wait until the service is confirmed working and the alert is closed before retesting.
NO - Perform the following initial checks:
- Restart your computer.
- Restart your Broadband equipment.
- Shut down all other computers which use your Zen Broadband connection.
- Close any software on your computer which uses the connection - including games, peer-to-peer software, email programmes, messenger programmes and web pages.
- If a particular site has appeared slow try others to be sure the problem is not with an individual website.
Now retest the connection.
Is it still slow?
YES - Click for the next step - Optimise your Setup.
NO - Another computer, or software you were running, may be using the connection and causing it to appear slow. Reintroduce computers or software one-by-one to identify which one is responsible. If a particular computer is responsible then consider installing anti-virus or firewall software to ensure unauthorised access or a virus is not using your connection.
