Broadband Performance Troubleshooting

In order for Talk Internet to raise an issue with BT, evidence of user and performance tests will need to be completed.

Please read through our Broadband Troubleshooting Questionnaire   to ensure all relevant pre-checks have been completed before raising the fault.

Perform speed tests using the BT Speedtest page.

Once the test is complete select Further Diagnostics. On the following page enter the telephone number of the line experiencing the fault and click Run Diagnostics Test The results of the test will show:

  • The download speed completed during the test,
  • The acceptable range of speeds for the connection

The speeds must fall below the acceptable speed range shown on the BT Speed Test result to escalate the fault.

It is advisable to perform a individual tests a few hours apart to build up profile information. Note the results and time of the Speed Test and contact the Technical Support team, supplying this information.

Connectivity testing

It is advised that wireless connections and other Ethernet connections to your network are temporarily disabled. This will rule out any third party from affecting bandwidth measurement during the testing process.

Connect your PC or laptop to the broadband router using an Ethernet cable. The cable will come supplied with the router.

You can find more information on connecting to your broadband router on the Broadband Getting Started page.

Malicious Software

It is advisable that your computer has sufficient anti-virus and firewall software installed and up to date to reduce the risk of malicious code compromising your system and creating connectivity issues to the internet.

PSTN Line Testing

Broadband relies on the availability and functionality of the phone line (PSTN) the service has been provisioned on. Many broadband failures are due to underlying service issues with the PSTN service. You can find more information on testing phones lines on the ‘PSTN Testing Page’