22 APR 2025

When your internet’s acting up, but it’s not actually the internet

When your internet is acting up, it’s easy to point the finger at your broadband provider, we’ve all done it. But before you start dialling their number, take a moment to consider the issue may not actually be your connection. Slow speeds, buffering and disconnections can often be caused by other things. Let’s take a look at some of the usual culprits and how to fix them.

Slow streaming or buffering: Is it your internet?

If Netflix or YouTube keeps buffering, it may not be your internet connection. Older or lower-spec Smart TVs sometimes struggle with streaming high quality content causing buffering issues. If your TV is far from the modem, it could be starved for signal, especially if the Wi-Fi signal strength isn’t that great. Streaming services also have their own off days – yes, even Netflix needs a nap sometimes.

Pixels are the tiny dots that make up an image on your screen, the more pixels, the sharper the picture. Video quality is measured in resolution, like 1080p (Full HD), 720p (HD), or 480p (Standard). If you're experiencing buffering, try lowering the video quality in your streaming platform’s settings. Many platforms are set to ‘Auto,’ but this constant switching can cause interruptions. Manually setting your video to 720p or 480p can help. A quick modem and Smart TV restart might also improve things. If other devices in your home have the same issue, try using a direct Ethernet cable for a more stable connection.

Google Home or Alexa not responding

“Alexa, why are you ignoring me?”. If your smart assistant is giving you the silent treatment, don’t take it personally. Too many connected devices can overwhelm your Wi-Fi, outdated software may be causing it to glitch, or your smart speaker could be sitting in a dead zone within your home.

To get back in action, restart both your smart device and modem—sometimes turning it off and on again is still the MVP of tech fixes. Make sure to check for software updates and move your device closer to your modem, but keep in mind that having Bluetooth devices too close to the modem can cause interference. A lot of smart TVs with smart remotes can cause issues too. If all else fails, bribe it with compliments.

Wi-Fi dropping on One Device

If your laptop keeps losing Wi-Fi but your phone and tablet are running smoothly, the issue is probably with the device, not the internet. Some devices have weaker Wi-Fi adapters and network congestion can make them struggle to pick up the signal. Surprisingly, things in your home like your microwave can even disrupt the signal.

Try restarting your rogue device or disconnecting your Wi-Fi on your device and then reconnecting. You can also set your Wi-Fi network up to have two bands 2.4GHz and 5GHz. Sometimes devices prefer one band over another.

Gaming Lag and High Ping

If your game keeps lagging just as you're about to win, take a deep breath—sometimes game servers are overloaded. Other times, your housemates might be streaming, downloading, or running a secret underground crypto-mining operation (okay, probably not, but you get the idea).

Check if the game’s servers are having issues, pause any unnecessary downloads, and—most importantly—ditch the Wi-Fi. A wired Ethernet connection is your best bet for smooth, rage-free gaming.

When to contact your broadband provider

If you’ve ruled out these sneaky culprits and you’re still experiencing slow speeds, frequent disconnections, or an internet blackout that hasn’t been resolved by our troubleshooting guide, it’s time to call us. 

Understanding these common issues means you can troubleshoot like a pro—and get back to binge-watching, gaming, and bossing around your smart assistant without unnecessary Wi-Fi meltdowns.