Troubleshooting Slow Internet Speeds

There are several possible causes for slow internet speeds. It’s important to systematically work through all possibilities to determine where the problem lies, and allow you to resolve it. 


Perform a Speed Test

The first thing to do is perform a simple speed test to find out what speeds you are getting. Bear in mind that all internet lines are best effort services and it is unlikely that any line will achieve the maximum line speed at all times.

Open your internet browser

Close down all other applications including Peer 2 Peer, Torrents, FTP and other similar services. Restart your PC first if you’re not certain.

It’s best to perform your speed test with the network cable plugged into your PC and router instead of using your Wi-Fi connection.

Visit this link to perform your test.

Record the results for comparison.


Troubleshooting

Now that you have your exact speeds recorded, it’s time to start troubleshooting.


Check Your Line Health

  • From our website, log in to your Customer Zone by clicking the ‘LOGIN’ button at the top right of your screen. Use your email address to sign in. This is the address you used when signing up at Webafrica.
  • From the Customer Zone, select the‘My Services’ tab, then click ‘Internet Access’.
  • Look for your line service then select the ‘Account Details’ dropdown arrow and choose the ‘Manage my line’ option to view the Line Speed Optimizer.
  • Here you can view details on your line health.
  • If your results are negative you can also perform a Port Reset from this page. Remember to click ‘Refresh Line Information’ after your reset.
  • Run a Speed Test again to see if there’s an improvement. If not proceed to the next step.

Troubleshooting ADSL Data

  • If you are subscribed to a Webafrica Uncapped Package, log in to the Internet Usage Tracker and check your Star Rating (if a Home User) or Category (if Business User).
  • If this is the cause of your slow speeds and you’d prefer high speed (Capped) over large data consumption (Uncapped) we recommend switching to our Capped Packages through the Customer Zone.
  • If you are not an Uncapped Customer or if you are an Uncapped Customer with a good rating (4 or 5 Star Rating for Home Uncapped or Green Category for Business Uncapped) then check the network status page for any reported issues.
  • Run another Speed Test to see if there’s an improvement. If not proceed to the next step.

Troubleshooting the POTS Filter

  • Unplug all devices from every phone socket, including routers, telephones, fax machines or similar devices.
  • Plug your telephone handset (with no filter) into the phone socket.
  • Listen for a dial tone and make sure you can make a call without hearing noise or interference.
  • Should you hear interference, please log a fault with Telkom directly by clicking here.

Troubleshooting WIFI signal

  • Unplug the telephone handset and plug your router directly into the phone socket (with no filter).
  • Connect one computer to your router with an Ethernet cable.
  • If you have any other computers cable-connected to your router, unplug their Ethernet cables.
  • Turn off and disconnect any other devices connected to your WiFi network.
  • Rerun the speed test by clicking here {link to: http://beta.speedtest.net/}
  • If your speeds are still slow, if possible, try using a different phone cable to plug your router into the phone socket, and a different Ethernet cable to plug your computer into your router.
  • Rerun the speed test by clicking here{link to: http://beta.speedtest.net/}

Troubleshooting the router

  • If possible, plug in a different router (with no filter) into your wall socket and run another speed test by clicking here.
  • If a different router gives you improved speeds, the first router may be faulty and may need to be replaced. If a different router also gives you slow speeds then it’s safe to say that the original modem isn’t faulty.

Test Each Device: 

  • Has your speed improved? If your speeds go back to normal when you have just one computer connected to your router, you can start plugging your other equipment back in, piece by piece.
  • Start with any phones or faxes and their line filters.
  • Wait a minute or two after each device is plugged in, and then run another speed test.
  • If your speed suddenly drops, the cable or device you’ve just plugged in is probably affecting your speeds. It may be faulty, or if it’s a phone and/or fax device it may just need to be plugged into a line filter before being plugged into the wall.
  • If your device already has a line filter, it may be the filter that is faulty and needs replacing. If possible, try plugging it in with a different filter and check if your speeds improve.


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