My Fixed Internet connection is slow, what can I do?
Do you use our Fixed Internet and it is slower than you expect? We have prepared possible causes and explanations for you.
What can cause slower internet speeds?
Number of connected devices - all devices that are connected to your Wi-Fi network or wired directly to your modem are sharing all your internet speed. For example, if you're downloading or uploading large data files on one computer, this means that other connected devices will have a slower connection. It's the same if you're using TV over the internet at home. For example, running Vodafone TV, HBO, Netflix and other services will consume around 7 to 25 Mbit/s of your connection speed (depending on the current picture quality).
Wi-Fi signal strength and frequencies used - you need to take into account that if you move further from the Wi-Fi router or connect in another room, so that there is a wall between you and the router, the speed of the internet connection decreases. The used frequency also has an impact:Wi-Fi can operate at 2.4GHz or 5GHz. At 2.4GHz, you'll get a longer Wi-Fi range, but the measured speed will be slower. Conversely, with 5GHz Wi-Fi, you'll get faster connection speeds, but the range of such network is noticeably shorter. In all cases, you can perform a simple test - if you connect your computer to the modem using a cable and you get noticeably faster internet, the cause of the problem is related to the wireless reception of Wi-Fi in your home. For more information and tips on Wi-Fi networks, visit this page.
The options of the device you are connecting with - for example, not every device supports the latest Wi-Fi standards. When you are connected over a data cable, it depends on what speed your network card supports (some network cards are only capable of speeds up to 100 Mbit/s). The internet may also seem slower to you because of the overall speed of your device. Especially with high connection speeds (500 Mbit/s and higher), the performance of your device has a major impact on how much speed you can use on it. For laptops, don't forget to protect with an antivirus program and update your system regularly. This also applies to smartphones and tablets. If you use different extensions on your browser, they can also affect the loading speed.
Your network is being used by unauthorised people - if you have a network without a password, or if someone guessed your password, they can connect to the internet without you knowing. We therefore recommend setting a password strong enough to connect to Wi-Fi. You can find out how to do this in the instructions. You can find the procedures for the modems we sell on our website (only in Czech).
The speed of the server you're connecting to - if you connect to a site that's in high demand (for example, an eShop site during a big sale), you may find that the site loads slowly due to high usage, even if your connection is fast enough. It is important that the fast connection is available both to the service provider (on the server) and to you as a user (site visitor).
Cable (exUPC) network problems - Check www.vodafone.cz/vypadky (only in Czech) to see if we are experiencing outage at your address. Also try the tips we list on this page.
Technical capabilities of the DSL line - the real speed of the connection is affected by the distance between you and the switchboard, the quality of the cable line and the quality of the wiring in the house. Measured speeds may therefore be lower than the theoretical maximum available for your tariff.
LTE network technical capabilities - when connecting via LTE, speed depends mainly on the signal strength and network load in your area. Therefore, it may vary slightly over time.
My internet is not working at all, what should I do?
See the recommended practices for your connection type. If you're not sure what type of connection you have, click here.
How do I correctly measure the speed of my internet connection?
First, try restarting the modem (router) - unplug it from the electricity for a while and plug it back in. This will re-establish the connection and may resolve the problem. If not, please proceed as follows:
Disconnect all the devices from the internet connection, which are using it at the time.
Use a laptop with an updated operating system and browser. Disable all extensions in your browser.
Connect the modem (router) and the laptop over a data cable, if you were to measure on Wi-Fi, the measured speed will probably be lower and the measurement will not be accurate.
For measurements, use the service NetTest or the meter on our website. If we ask you for the measurement result, you can send us a direct link to your measurement results (in the case of NetTest). Measurement results from web-based speed meters can be inaccurate and unreliable at higher speeds (more than 300 Mbps). This is due to the technical design of these meters and the dependence on a number of conditions that are beyond the control of the user or the ISP. Any lower speeds than you would expect are very likely not due to the poor quality of the internet connection.
When should you let us know that your internet isn't fast enough?
If you've verified that there's no obvious reason for your internet to be slow and you're still not getting even half the speed normally available (CZ) for your plan, contact us. Together we'll look at what could be causing it. You can call the Customer Care Line on *77(800 77 00 77 when calling from other networks), then select the option for technical problems and internet or TV outages. If you don't have mobile service with us, you'll need your payer number to make the call, as well as a numeric password to communicate with Vodafone (admin password or payer password). If Voice Self Service asks you for your password and you don't know it, we will transfer you to your operator after the third incorrect password entry.
Where can I find out the usual and minimum speed for my internet connection?
For each internet plan, we list the maximum, advertised, normal and minimum speeds. These values, along with a detailed explanation of what each means, can be found in the Vodafone Fixed Internet Terms of Service (only in Czech).