Why is my internet slow? 10 Common connection issues and how to fix them

Slow or unreliable internet isn’t just caused by issues with the network. Before you try to fix your connection issues, you’ll need to check if it’s your device, network or router causing you issues. 

The first thing to check is whether the problem is with just one device or all of them. If only one phone, tablet, or computer is having trouble, the issue is likely with that device. To do this:

• Restart your device to reset the connection.

• Turn WiFi on and off again in your device settings.

Next, check your router. If the WiFi signal is weak or keeps dropping, try moving closer to the router to see if that makes any difference. You can also try restarting the router by switching it off, waiting for about 30 seconds, and turning it back on to reset the connection. 

If this doesn’t help, you can use our handy broadband speed test that test your broadband speed and diagnose other issues like ping, latency and jitter. Just click the button below to check your internet speed and see if it’s fast enough for you.

If you’re not able to connect to your network at all, or your connection has been working fine and suddenly stopped working, your broadband provider’s service might be down in your area.

If you’re with us, you can check if we’re our service status by popping in your postcode into our service status checker.

There are many reasons your connection could be struggling, from simple device issues to problems with your broadband provider.

Here are 10 common network issues that can affect your internet speed and how to fix them:

1. Slow internet speeds

Your internet speed not being fast enough is one of the most common connection issues. It can happen for a range of reasons, but it’s usually by too many people or devices are using the internet at the same time – like when someone’s watching Netflix while others at home are downloading files or playing online games. It can also happen if some apps are using data in the background without you noticing, or the signal between your WiFi router and your device is too weak.

Solution:

1. Unplug your router (Virgin Media Hub) for 30 seconds then plug it back in

2. Close apps or browser tabs you're not using

3. Limit the number of devices connected to the internet

If you're still having speed issues, your current package may not be fast enough for what you want to do online, or there may be a connection problem in your area. Head over to your provider’s website to check if their service is working where you are.

2. No Internet Connection

Not being able to connect to the internet at all means you can't do anything online – no browsing, no streaming, no messaging. This can happen for several reasons: your modem or router might not be working properly, cables could be loose, or there may be a service outage from your internet provider. Sometimes the problem is with just one device, but other times your entire home might be disconnected.

Solution:

1. Unplug your router (Virgin Media Hub) for 30 seconds then plug it back in

2. Wait a few minutes for the internet to reconnect

3. Test the connection on a different device

If all of your devices are affected, there may be connection issues or an outage in your area. To check this, head over to your provider’s website to check if their service is working where you are.

3. WiFi Keeps Dropping

Your WiFi might be dropping if your internet speed slows down or suddenly stops in short bursts before speeding back up again. There’s loads of things that can cause your WiFi to keep dropping, from WiFi signal issues to an unreliable connection, or your connection not being able to keep up with all of the devices on the network. Other less common causes include things like interference from nearby networks or electronics or your being too old to handle all of the connections you’ve got at home.

Solution:

1. Move closer to your router to see if the signal is stronger

2. Keep the router in a central, open spot in your home – not behind furniture

3. Keep it away from things that might interrupt the signal, like cordless phones or baby monitors

4. Slow internet when lots of devices are connected

When lots of people or devices are using the internet at the same time – especially for things like streaming films, online gaming, video calls, or large downloads – it puts a strain on your broadband. That’s because the connection is shared across everything, so if several devices are using the internet at once and your broadband can’t keep up, it can slow everything down. This is especially noticeable in larger households or during peak hours when everyone is online at once.

Solution:

1. Disconnect anything that’s not needed

2. Turn off internet on devices you're not using

3. Check for hidden devices using bandwidth (smart TVs, smart speakers, etc.)

4. Use your router’s app to see which devices are using the most data

5. Weak WiFi Signal

Sometimes your WiFi works great in one room but seems to work slower in others. This usually happens when your device is far away from the router or there are thick walls, floors, or furniture in the way, since the WiFi signal is getting blocked has too far to travel. WiFi signals get weaker the farther they have to travel, and materials like concrete, brick, metal, and even water can block or weaken those signals. This can be especially annoying if your bedroom or home office is far from the router.

Solution:

1. Use your device closer to the router

2. Move the router to a central spot, off the floor and away from walls

3. Avoid placing the router near large furniture or metal objects

If you're still having problems with your signal, WiFi boosters and mesh WiFi systems are a great way spread the signal to hard-to-reach rooms, especially if you’ve got a large home or thick walls that could be blocking the connection.

6. Interference from Other Devices

Your WiFi uses radio waves to send data between your router and your devices. But many other everyday things also use radio signals – like microwaves, cordless phones, baby monitors, and even Bluetooth devices. These signals can interfere with your WiFi, especially if they’re near your router or your device. If your internet slows down or disconnects randomly when someone’s using the microwave or a Bluetooth speaker, that’s probably interference.

Solution:

1. Keep the router away from electronics like microwaves and TVs

2. Place it in an open, central, high-up location

3. Switch to the 5GHz band if your router supports it to get a faster connection with less interference.

7. Old or Faulty equipment

Over time, the equipment you have at home to connect to the internet can get overloaded or buggy, especially if it hasn’t been restarted in a long time. If you haven’t updated your router in a while, it might be running old software that causes problems. Routers don’t last forever either. An older router may not support the latest WiFi standards or high speeds, even if your broadband package does. Faulty routers can randomly drop the connection or slow it down. If your router is over five years old or keeps needing to be restarted, it might be time for an upgrade.

8. Slow Downloads or Uploads

If it takes a long time to download a movie, app, or document – or to upload a photo or video – it’s usually because your internet connection is slow or busy. Uploads are often slower than downloads, and if other people or apps are using the internet at the same time, everything can slow down even more. Weak Wi-Fi, older equipment, or large file sizes can also make it worse. Sometimes background apps, like cloud storage or automatic updates, are using the internet without you knowing.

Solution:

1. Pause any downloads, streaming, or cloud backups you’re not using

2. Move closer to your router or use a wired connection for better speed

3. Restart your router to refresh the connection

4. Run a speed test to check your download and upload speeds

If your broadband is always slow, it may be time to upgrade to a faster internet speed.

9. Incorrect Network Settings

Sometimes, your device has trouble connecting to WiFi not because the internet is down, but because of a problem with its own settings. Maybe the device is using the wrong IP address or DNS server, or maybe a software update changed a setting without you knowing. You might see messages like “no internet,” “connected but no access,” or even be unable to connect to WiFi at all. These kinds of problems can happen on phones, tablets, computers, or even smart TVs.

Solution:

1. Reset your network settings on your device (you’ll need to reconnect to WiFi afterward)

2. Make sure your device is using automatic settings for IP and DNS

3. Restart your device after making changes

4. If you’re still stuck, contact your provider or device support for help

10. Overloaded Browser or Too Many Open Tabs

If your internet seems slow but only when you’re using your web browser, it might be because you have too many tabs open. Each tab uses memory, and some tabs – like YouTube, social media, or email – keep running in the background. Over time, this can slow down your browser or even your whole device. It might freeze, crash, or take a long time to load pages.

Solution:

1. Close tabs you’re not using, and use bookmarks to save important tabs for later

2. Clear your browser’s cache and cookies

3. Make sure your browser is up to date

4. Use a lighter browser or upgrade your device if this happens often

If you’re internet is still slow after trying to fix your connection issues, the problem may be with the broadband speed you’ve got at home rather than your setup. In that case, it may to be time to upgrade your broadband package and get those ultrafast and reliable internet speeds you’re after.

At Virgin Media, we’ve got a range of superfast and ultrafast broadband deals with speeds to suit every home – ranging from 100Mbps with M125 all the way to 1Gbps and beyond when you go gigabit.

Not sure what you can get? Check out all of our broadband deals and enter your postcode to see what’s available in your area.