Common Broadband Problems And How To Fix Them

It is a common complaint that internet speed is not what a provider promised, or one is promised a certain service only to find it is not being fulfilled. Many times the problems have simple solutions and can be corrected easily.There are essentially three parts to the home broadband connection - the line, router and the computer. Calling someone to come over and fix them can be a costly affair, so it is important to be able to diagnose the issue by one’s self and correct it. Some of the most commonly encountered and basic problems and how to fix them are outlined below.

• Problems with Broadband Migration Authorisation Code (MAC): The General Condition 22 rule requires that all UK broadband ISP provide MAC within five working days of being requested and without any charges. This means that customers cannot be held hostage by their ISP providers. MAC is not related to any financial issues. A MAC allows the consumer to switch broadband providers with nominal disruption. The MAC system applies to most of the systems that operate using the telephone line and includes DSL and ADSL based providers. Satellite, wireless, and cable providers use different infrastructure and are not dependent on the MAC code.

• Poor Broadband Speeds: Avoid using telephone extension cables when connecting the modem/router. Poor quality extension cables are the biggest causes of poor speed. Such cables increase interference in the line and lead to speeds being lowered. The best solution is to get rid of the extension cables and connect the router directly and use an Ethernet cable to connect the computer with the router. Ethernet cables do not decrease speed. The broadband service should not be significantly slower than the predicted line value.

• Line Capacity: While most broadband deals are advertised as up to 8MB, a lot of the common household telephone lines are rated to get connection speeds that are less. Run a speed test on the line by using your postcode. The speed one is told to expect should be more than what is being experienced. It is possible that one is already getting the fastest speed for the line being used.

• Long & Frequent Broadband Connection: Not being able to get a connection can be due to a dispute with the supplier or authentication issues. Problems can go on for days or weeks, which keep one from getting access to the Internet and that are definitely caused due to the ISP is serious. The first thing to do is to check with the ISP support department, as they could be due to router or setting problems. The ISP has to deliver a service and failing to do so can invalidate the contract, which opens up the migration and complaint route. The bottom line is that no one paying for a service should have to put up without a working connection for any length of time.

• Tag on Line: This becomes an issue for customers buying broadband for the first time. The customer may be told by their ISP that there is a “tag on line” and it will have to be removed before the order can be processed. This is best sorted out by contacting the old provider or by removing an incompatible product from the line. Tags are experienced for a number of reasons and many times the new ISP can help to investigate and help to sort the issue.

• Slamming: This happens when a customer is switched from the company they signed up with to another one without their knowing or approval. Sometimes, the customer only gets to know of the switch after they get a bill from a new company. This is done over the phone by calling a customer and telling them of a new service and saying that they are only agreeing to be sent more information when in reality it is taken as approval to switch ISP. Another way is by calling customers and telling them that the caller represents one company, when in reality they represent a different one. Then the customer is tricked into a migrating agreement and then they find that their service has been switched totally. The best way to deal with this issue is to never agree to anything over the phone or sign an agreement without reading it carefully.