Sort it out with your provider

Is it your broadband, or your Wi-Fi?

“My broadband has been dropping for five days.” We turn that into real evidence — cabled speed, Wi-Fi speed, packet loss, what you've already tried — then tell you honestly whether to raise it with your provider or fix it at home. We keep the case, so you never start from scratch again.

Tell us about the problem

Case WX-0TX4PX

Answer what you can. Every answer makes the evidence stronger — you don't need all of them.

Who is your broadband provider?Which router or hub?It's usually written on the box, e.g. Smart Hub 2.When did it start?How many days has it been going on?

What actually happens?

Does it affect everything, or just some things?

Which room is worst?Anything else we should know?For example: mainly the Ring doorbell.

The two numbers that settle it

A speed test with a cable plugged into the hub tells us whether the broadband coming in is healthy. The same test over Wi-Fi tells us what's happening inside your home. Run the free speed test.

Speed you pay for (Mbps)Cabled test (Mbps)Wi-Fi test in the worst room (Mbps)

Packet loss (%)Leave blank if you don't know.Have you restarted the hub?

Is the problem still there afterwards?

Have you reported this before?Add the reference your provider gave you, if you have one.

What the evidence says

Choose what happens and who it affects above, and we'll tell you whether this is your provider's problem or something inside your home.

Your evidence pack

This is the case we keep for you — so you never have to repeat the same tests to a call centre again.

Case reference: WX-0TX4PX
Provider: your provider

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Show the plain-text pack

Case reference: WX-0TX4PX
WiFiXpert evidence pack — your provider
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Provider: your provider

Prepared with wifixpert.co.uk — independent Wi-Fi help.

Not sure about the numbers? Just tell us what's wrong in your own words instead.