Webuser Forums: Tiscali Slow Connection Checklist

Hi All.

To enable us to quickly identify and address any issues you may be experiencing, we would be grateful if you could spare some time to perform some basic checks.

We would also like to take this opportunity to outline why some users can experience speed problems and some simple solutions.

The nature of Broadband is such that bandwidth at peak times is shared amongst customers according to the speed of service purchased. It is therefore likely that if you are downloading a large file during peak times, it will take longer to complete (As there are more customers online, sharing the same bandwidth). For this reason we would recommend that if you need to download a large amount of material that you try and do so outside of peak times. This will ensure that optimum speeds are achieved.

However, if you are experiencing consistently low speeds then this needs to be investigated. In order to identify the problem and therefore ensure a speedy resolution, we need your help.

To enable us to assist you please ensure you have performed the 6 checks below as you may find the solution to your problem:

WHAT TO CHECK FIRST...

1) How is the modem connected to the phone line...?

Please ensure the modem is connected to a filter via an RJ11 cable (like the Black 2 Metre RJ11 Cable we supplied). This RJ11 cable must connect into the DSL socket of a filter that is DIRECTLY connected into a BT-installed, wall-mounted telephone socket. PLEASE NOTE: No telephone extension cabling is to be used to connect the modem, as this was not designed to carry a broadband signal.

ALSO: Ensure that ALL equipment attached to the phone line is connecting through a DSL filter (2 of these were supplied with your broadband modem). Unfiltered equipment (Such as Phones, Fax, Answer-Machine, Cordless Telephone Base Units, Alarm Systems, Surge Protectors, Sky Digital Set Top Boxes, Dialler Boxes, literally anything attached to the telephone line) can interfere with the broadband reception of your modem. If you are in doubt as to whether a piece of equipment attached to the telephone line is causing a problem, simply disconnect the item in question and try your broadband connection again.

2) Can your PC cope with the speeds of a broadband connection and the resource demands of a Broadband Modem...?

It is recommended that your PC at the very least must match these minimum specification requirements:
•
Pentium 200Mhz Processor or Equivalent
• 32MB of RAM
• 150MB of free space on the hard drive
• One of the following Operating Systems; Windows 98, 98SE, ME, 2000 Professional or XP
• A fully functioning and operational USB port (providing a full, USB Standard Specified, 500 milliamps of power)

If you are unsure of the specification of your computer please consult your PC documentation or contact the supplier.

3) What programs / applications are running on your PC? Is there anything that could be responsible for slowing your connection?

Your Firewall and Antivirus software are continually working in the background to check that the traffic flowing over your connection is both permitted and safe. This can sometimes cause the connection to appear slow. We would recommend that whilst disconnected from the Internet, you uninstall and reinstall both your Anti Virus and Firewall software. (Fresh installations almost never interfere with the speed of a connection.)

PLEASE NOTE; IT IS NOT SAFE TO CONNECT TO THE INTERNET WHILST YOUR FIREWALL AND/OR ANTIVIRUS SOFTWARE IS DISABLED OR UNINSTALLED!

To do so would leave your computer open to infection from viruses and other malicious attacks.

4) Are you running any File Sharing Programs (including Peer to Peer - P2P Software)?

Such programs will undoubtedly utilise some of your speed leaving a reduced amount of speed available for the loading of Web Pages. Please disable any such software and re-examine the speed of your connection.

5) Does the PC have any 'hidden' programs that may be 'stealing your speed' or indeed usurping your Internet Connection...?

These could include program types such as 'Spyware', 'Malware' and 'Adware'. The detection of such 'hidden' programs may prove difficult. We would recommend you visit the following website; www.spywareguide.com

From here select and run the 'Online Spyware Scan' (from the left hand side menu bar). This program will scan your system for the presence of any hidden programs; it will provide
information on them and also give the option for their removal.

6) Is your PC configured with the optimal settings for a Broadband Connection?

The MTU or Maximum Transmission Unit is a setting on your PC, which specifies the maximum packet size to be used (or how big a block of data your PC can send / receive at a time). BT has recommended an MTU size of 1458 bytes. You can ensure your PC is configured to this recommendation by downloading and running the 'Network Optimiser Tool'...

Go to the following website;
http://myweb.tiscali.co.uk/speedfix

On the website please read the disclaimer and then click on 'Download Now'. When prompted choose to save the file NetworkOptimiser.exe to your desktop. Once downloaded you need to run the program. Double Click on the new 'NetworkOptimiser' icon you have on your desktop and follow the on-screen prompts. Once you have successfully run the program, you will need to restart your machine before re-examining your connection speed.

Thank you for completing these checks. If you are satisfied that none of the above factors are affecting your connection, we need to re-examine your connection speed-please see below.

In order to investigate, we will require accurate speed measurements. To obtain these we recommend you perform a speed test at; http://speedcheck.ispconnect.co.uk/ alternatively you can use http://www.adslguide.org.uk/tools/speedcheck.asp?

Follow the online steps given on this website to perform a speed test and make a note of the Bandwidth Reading you are given (this is the large figure in Red and will be given in Kbps (Kilobits per Second).

Please note that it would help us identify the issue more quickly, if you to perform this speed test at multiple different times of the day to give us a complete picture of the speed of your connection. We would recommend that speed tests be performed at the following intervals:

• In the morning
• Around 6pm
• As late in the evening as is convenient.

Please make a note of each 'Bandwidth Reading' given and the time at which the test was performed. This will be useful when we investigate your problem.

With these results contact MKDave.

We will more than likely need to contact you to run through further tests and diagnostics and then if necessary we will escalate the issue on to our Network Engineers. You will be kept updated throughout the progression of the case through to its resolution.

Finally, we would like to take this opportunity to thank you for your time, patience and cooperation in carrying out these checks and providing us with feedback.

Kind Regards
Dave Harwood
Tiscali UK Ltd

Kind Regards
Dave Harwood
Tiscali UK Ltd
http://www.tiscali.co.uk