1. Checking for Issues in your Area

Check if you have an outage in your local area via our Zen Broadband Status and  Service Alerts pages.

2. Restarting your equipment

Switch off or unplug your router for 1 minute, then power it back on again.

If you have a Full Fibre service, disconnect the power to your ONT for 1 minute then power it back on.

Restart your devices before switching them back on again.

3. Checking you can get the Best Speed

Check you're connecting to the Internet in the best way: 

• Check if your device is slowing you down. It could be that your device doesn't support the speeds of your service
• Run a Speedtest! There's only one surefire way to check what broadband speeds your device is getting
• WiFi can be temperamental so if your connection is slow maybe try a Wired connection

4. Close Programs Using your Connection

Other programs could be slowing your Internet connection down. If you're wanting the fastest speed it may be worth running a speedtest then closing some background applications.

Examples of programs are:

• Email clients
• Peer-to-peer downloaders
• Messengers and video chats
• Cloud-based backups (such as Google Drive, Dropbox, OneDrive, etc...)
• Games and clients (Steam, Battle.net, Origin etc...)
• Web sites
• Video streaming services

Once closed, check your connection speed again to see if the program was slowing your connection down.

5. Checking the Incoming Connection

It's worth checking the incoming connection to your property. This will be different if you have a Full Fibre connection compared to a Broadband connection.

If you have Full Fibre, there's a couple of things you can try with your Fibre ONT to get a faster speed:

• If you use a City Fibre ONT, click here
• If you have an Openreach ONT, click here

If you have Broadband, you can ensure you check your setup.

6. Testing with a Different Router

Sometimes equipment can fail due to age or a fault. If you suspect that your devices or your router may be causing a slow down then the best step would be to try alternatives.

Trying an alternative device is easy. Just test a different device as to the one you're currently using to see if this gets better speeds.

We recommend to try another router should you expect it's slowing down your speeds. Maybe you have an alternative, such as a previously used model or from a someone you know. We do have loans available should you not have an alternative.

7. Contacting technical support

If the above steps do not resolve your connectivity issues, please contact our Technical Support team for further assistance.