Internet companies don't guarantee consistent speeds or service 100 per cent of the time. This is because they can't control everything that affects your internet connection. For example, your internet may run slower when the network is busy. After school and at the end of the work day are peak times. Weather can also disrupt some services.
- advise what connection and set up will work best for your situation and property
- provide a certain level of service, most of the time.
If your internet connection is slow, let your provider know as soon as possible. Ask if another service would better suit your needs. For example, if you live a long way from the exchange (where ADSL and VDSL internet comes from) your signal may be poor. Changing to fibre could be an option.
Your provider may ask you to turn your modem off and on. This fixes some problems. If it doesn't, they will probably ask you to do a speed test — which they will guide you through. Chorus' website also has instructions.
How do I measure speed(external link) — Chorus
Other possible causes
If the test says your internet speed is ok, something else could be causing the problem. Bear in mind your internet works faster when you're connected directly to the modem.
- several devices using a lot of data, eg streaming TV, playing a games console and video calling at the same time
- being too far away from the modem.
- thick walls, doors and fish tanks blocking the signal
- poor quality or old wiring in your house
- speed of the website you're connecting to
- age and memory space of the device
- you've gone over your data limit
- your computer has a virus.
If you're having issues with your internet speed with streaming services, the issue could be caused by your internet or by the streaming service itself.
If your provider sends someone to your property to test your signal, they may charge you. It's a good idea to rule out other causes first.
How to improve your broadband performance(external link) — Commerce Commission
If your wifi is patchy and you've ruled out other reasons, start gathering proof, eg:
- Speeds at different times of day, eg take a screen shot, or print out the speed-test page.
- Communication with your provider, eg dates, what you discussed.
Follow our steps for making a complaint.
Sort out your internet, mobile or landline issue.