Internet slower than advertised? Test it before you complain
A low speed test is a starting point. Compare the right numbers, remove Wi-Fi from one test, and repeat the result before deciding what to ask your provider.
When this helps
- You pay for a fast plan but downloads are consistently slow.
- Your provider says the line is fine, but your device gets much less.
Which speed did your provider promise?
| Figure | What it means | What to check |
|---|---|---|
| Advertised maximum | A headline or upper limit | Your address-specific estimate and contract |
| Typical or average speed | A population, period or test-method summary | The stated busy period and measurement conditions |
| Minimum guaranteed speed | A commitment with conditions | Where it is measured and the remedy in your contract |
| Wi-Fi link speed | The local radio connection | It is not an internet download result |
Run a comparison your provider can repeat
Save the plan wording and any address-specific speed estimate.
Connect one computer directly to a router LAN port with Ethernet, if available. Disable Wi-Fi for this comparison.
Pause your own large transfers. Record other household traffic and any VPN use.
Run the same speed test several times, including when the slowdown happens.
Repeat on Wi-Fi near the router. Keep wired and wireless results separate.
What your results point to
| Result | Next investigation |
|---|---|
| Wired fast, Wi-Fi slow | Wireless coverage, interference or the device |
| Both slow at busy times | Household demand or congestion beyond the router |
| Only one device slow | Its adapter, software, VPN or background traffic |
| Only one service slow | The service or the route to it |
What to save for your provider
Use a spreadsheet, screenshots or handwritten notes. Keep your original results; a summary is easier to assess alongside the underlying measurements.
Record the date, local time, device, connection type and test server.
Save download, upload and latency results, plus the symptom you noticed.
Note active downloads, uploads and VPN use. Repeat the same setup at a different time.
Make a specific request
Send the repeatable result and ask the provider to check your line, equipment and provisioned plan. Request a fault or complaint reference.
Use the complaint letter template. Remedy rules depend on your location and contract; one low test does not establish entitlement.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Sources
Checked on 3 November 2026.