If your WiFi feels slower than usual or videos are buffering, there could be several causes. Here’s how to figure out what’s going wrong — and what you can do about it.
How WiFi works in your building
WiFi in your building is shared between users. Some properties use access points installed in each flat or room, while others have access points installed in their corridors. Because of this, your signal strength depends on:
Your distance from the nearest access point
The number of users on the network
Interference from thick walls, other electronics, or even microwaves
ASK4 package speeds are advertised as headline speeds. The following applies:
Headline speeds represent the internet access speeds available with the package.
The average attainable speed at peak time (8–10pm) is typically 80% of the headline speed.
At least 50% of customers on the same package should achieve the average attainable speed at peak time.
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Speeds above are based on a wired connection. WiFi speeds may vary depending on:
The device you’re using
Where you are in the building
Environmental factors such as interference and walls
Step 1 - Test your connection
Use the ASK4 Diagnostics app to test your WiFi connection:
Once installed:
Open the app
Run the scan in the problem location, when the problem is occurring
Press the Share button in the top right corner of your screen to raise a ticket to our Support team
Step 2 – Check your package speed
You can see which package you’re on by logging into https://myaccount.ask4.com and selecting Account Info.
Step 3 – Run a speed test
To check your actual performance:
Connect your device via a wired connection if possible (WiFi can add variability).
Run a test at https://speedtest.net or another reliable testing site.
Compare your results against your package speed.
Step 4 – Check for VPNs
If you have enabled a third-party VPN to access content, try disabling it and testing again. VPNs can significantly reduce your speed, depending on the provider and server location.
Step 5 - Try these fixes
Here’s what you can do to improve things:
Move closer to your flat’s access point if possible
Avoid placing your device behind thick walls, radiators, or metal furniture
Forget and reconnect to ASK4 Wireless to refresh the connection
Try another browser or device to see if the issue still occurs
Step 6 - Prefer 5GHz WiFi if your device supports it
5GHz provides faster speeds and less interference than 2.4GHz, though it doesn’t travel as far.
To prefer this band, follow How to prefer 5GHz WiFi on your device
If your device only supports 2.4GHz, it may experience more interference
Step 7 - Try a wired connection for stationary devices
If your flat has a wall port or in-room access point for internet, plugging in via Ethernet can solve most stability or speed issues, especially for gaming:
Step 8 - Contact Support for help
If your speeds are still poor after trying the above:
Click Raise Support Request
Share your Diagnostic test results and any error details