Are You Getting the Internet Speed You Pay For?

What "up to" really means

Most plans advertise a speed with the words "up to". That is a maximum under ideal conditions, not a guarantee. Your real speed depends on your wiring, equipment, the provider's network and how busy it is. In some countries, such as the United States, providers are now required to publish labels that include typical speeds, which are a better guide than the headline number.

Test it properly

The aim is to measure the line, not your Wi-Fi.

1. Connect a computer to the router with an Ethernet cable. Use a port and cable that can handle your plan's speed.
2. Pause everything else on the network, including phones, TVs, consoles and backups.
3. Turn off any VPN.
4. Run the speed test three times. Enter the speed you pay for in the box so the result shows the percentage you are getting.
5. Repeat at different times of day, for example morning, afternoon and evening, over a few days.
6. Write down the date, time, download, upload and ping of each test.

How to read the results

• 90 percent or more of the plan: a healthy result. Small gaps are normal because of overhead.
• 70 to 90 percent: acceptable in many cases. Check your equipment and the time of day.
• Below 70 percent, on a cable, at several times of day: worth investigating.

Remember that a cable test is the fair comparison. On Wi-Fi, speeds drop for reasons that are not your provider's fault. See Wi-Fi vs Ethernet.

Common reasons for a low result

• Equipment limits. An old router, or a modem that is not rated for your plan's speed.
• A slow port or cable. A gigabit port cannot deliver more than 1 Gbps, and a damaged cable can slow a link down.
• Busy hours. Shared networks slow down when many people are online.
• Devices on the network. Something may be using the line in the background.
• Your computer. An old network adapter or an overloaded machine can limit what the test can measure.
• Test server distance. A distant server shows lower speeds than a nearby one.
• A real fault on the line or at the provider's end.

What to try before you call

1. Restart the modem and router. Wait a few minutes, then test again.
2. Try a different cable and a different computer.
3. Connect the computer directly to the modem, if your setup allows it, to rule out the router.
4. Test again at a different time.

What to say to your provider

Be specific and calm. Say something like: "I pay for 300 Mbps. On a cable, with nothing else running, I measured between 90 and 120 Mbps on these five dates, at these times." Send the log or screenshots. Ask whether there is a fault on the line, whether your equipment supports the plan, and what the provider's stated typical speed is. Ask for a technician visit if the numbers stay low.

If nothing improves

Look at your contract for any speed commitments, ask for a written response, and consider switching if another provider serves your address. Keep your test log, because it is your evidence.

Keep testing after you fix it

Test again after any change, and from time to time afterwards. A quick monthly check shows whether your plan still delivers. See also how much internet speed you need, so that you pay for what you will use.