---
title: "Internet slower than advertised? Test it before you complain · Kilobat Guides"
url: "https://kilobat.app/guides/internet-slower-than-advertised"
description: "Compare wired speed tests with your plan, separate Wi-Fi problems from line problems, and collect evidence your internet provider can investigate."
---

# 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.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required. · Checked: 3 November 2026

## 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

1. Save the plan wording and any address-specific speed estimate.
2. Connect one computer directly to a router LAN port with Ethernet, if available. Disable Wi-Fi for this comparison.
3. Pause your own large transfers. Record other household traffic and any VPN use.
4. Run the same speed test several times, including when the slowdown happens.
5. 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.

1. Record the date, local time, device, connection type and test server.
2. Save download, upload and latency results, plus the symptom you noticed.
3. 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](https://kilobat.app/guides/broadband-complaint-letter). 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](https://kilobat.app/internet-problems#ask). Send your symptoms and reviewed test results, with or without Kilobat.

## Sources

- [Cloudflare: what a speed test measures](https://speed.cloudflare.com/about/)
- [Ofcom: broadband faults, minimum speeds and complaints](https://www.ofcom.org.uk/phones-and-broadband/service-quality/broadband-wifi-help)

Checked on 3 November 2026.

## Related guides

- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [Why is my internet slow at night but fast in the morning?](https://kilobat.app/guides/internet-slow-at-night): An evening pattern is useful evidence, but it does not identify the cause by itself.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.