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Wi-Fi speed

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Slow connection speeds can cause videos to buffer, websites to load slowly, downloads to take longer and calls or games to become unstable.

This guide explains how to test your connection accurately, improve Wi-Fi performance and collect the information we will need if the issue continues.

For the most accurate speed test, use Ethernet

Wi-Fi speed can be affected by distance, walls, interference, congestion and the capabilities of your device. A wired Ethernet connection removes most of these wireless factors.

Whenever possible, connect a computer directly to the LAN socket using an Ethernet cable before comparing the result with the speed available on your Glide service.

Understanding your expected speed

Check your Glide account to see the maximum speed available with your service. Glide services are provided on an up to basis.

Your Wi-Fi result may be lower than the service speed because performance also depends on:

  • The Wi-Fi standard, network adapter and antenna configuration supported by your device.
  • The distance between your device and the nearest wireless access point.
  • Walls, furniture and other objects between the device and access point.
  • Interference and the number of devices using Wi-Fi in the area.
  • Background downloads, updates, cloud backups, VPNs and security applications.
  • The capability and current demand of the website, app or server you are using.

Older or entry-level phones, laptops, consoles and smart devices may not support the same speeds as newer equipment. For this reason, a result from one device does not always represent the maximum speed available from the network.

Before you begin troubleshooting

  1. Check the Service Status in the Glide app for any known issues at your accommodation.
  2. Restart the affected device.
  3. Pause downloads, game updates, cloud backups and streaming on the device being tested.
  4. Disconnect any active VPN and temporarily pause third-party web-filtering or security software while testing.
  5. Close unnecessary apps and browser tabs.
  6. Open speedtest.net and allow it to select a nearby server.
  7. Record the ping, download speed and upload speed shown in the result.

Troubleshooting steps

Select each section below to expand and view the instructions.

 

Windows
  1. Restart the computer and install any available Windows updates.
  2. Right-click Start and select Device Manager.
  3. Expand Network adapters, right-click the Wi-Fi adapter and select Update driver > Search automatically for drivers.
  4. Go to Settings > Network & Internet > Wi-Fi, open the known or managed networks list and forget the affected Glide network.
  5. Reconnect to the correct Glide network and run another speed test.
  6. If the problem continues, search for Network reset from the Start menu, open it and select Reset now. Restart the computer afterwards.

Network reset removes and reinstalls the network adapters and may remove saved Wi-Fi and VPN settings.

Apple Mac
  1. Restart the Mac and install any available updates from Apple menu > System Settings > General > Software Update.
  2. Disconnect any active VPN and temporarily pause third-party security or web-filtering software while testing.
  3. Go to Apple menu > System Settings > Wi-Fi.
  4. Select Details next to the affected Glide network, then select Forget This Network.
  5. Reconnect to the correct Glide network and run another speed test.
iPhone and iPad
  1. Restart the device and install any available update from Settings > General > Software Update.
  2. Disconnect any active VPN.
  3. Go to Settings > Wi-Fi and select the information icon next to the affected Glide network.
  4. Select Forget This Network, then reconnect and run another speed test.
  5. If the problem continues, go to Settings > General > Transfer or Reset iPhone/iPad > Reset > Reset Network Settings.

Resetting network settings removes saved Wi-Fi networks, VPN settings and other network preferences.

Android phones and tablets

Menu names vary between manufacturers and Android versions.

  1. Restart the device and install any available system updates.
  2. Disconnect any active VPN.
  3. Open Settings > Network & Internet or Connections > Wi-Fi.
  4. Select the affected Glide network and choose Forget.
  5. Reconnect to the correct Glide network and run another speed test.

Google Pixel network reset

Go to Settings > System > Reset options > Reset Bluetooth & Wi-Fi, then select Reset settings.

Samsung Galaxy network reset

Go to Settings > General management > Reset, then select Reset Wi-Fi and Bluetooth settings or Reset network settings, depending on the software version.

A network reset removes saved Wi-Fi networks, Bluetooth connections and other network preferences.

Games consoles, Smart TVs and streaming devices
  • Use a wired Ethernet connection wherever possible. This normally provides the most stable result.
  • Restart the device and install any available system or firmware updates.
  • Pause game downloads, updates and other streams before testing.
  • Run the device's built-in network or connection test and record the result.
  • If using Wi-Fi, move the device closer to the nearest access point where practical and test again.
  • If device registration is required, confirm that the wired MAC address is linked when using Ethernet, or the wireless MAC address when using Wi-Fi.

Some Smart TVs and streaming devices have network hardware that limits the maximum speed they can achieve. A lower result on one of these devices does not automatically indicate a fault with the Glide service.

 

Collect diagnostic information

If the issue continues, please collect the information below before contacting us.

 

Create a Windows wireless network report
  1. Connect to the affected Wi-Fi network.
  2. Search for Command Prompt from the taskbar.
  3. Right-click Command Prompt and select Run as administrator, then select Yes.
  4. Enter netsh wlan show wlanreport and press Enter.
  5. Windows will display the location of the generated HTML report. Open that location and attach the report file when contacting us.

The report contains the Wi-Fi events from the previous three days, connection sessions, adapter information and disconnection reasons.

Create an Apple Mac Wireless Diagnostics report
  1. Close any open apps and connect to the affected Wi-Fi network.
  2. Hold the Option key and select the Wi-Fi icon in the menu bar.
  3. Select Open Wireless Diagnostics.
  4. Follow the on-screen instructions to analyse the connection.
  5. After the analysis, open Finder > Go > Go to Folder.
  6. Enter /var/tmp and press Return.
  7. Locate the file beginning with WirelessDiagnostics and ending in .tar.gz, then attach it when contacting us.
Mobile devices, consoles and other equipment

Please take screenshots or photographs showing:

  • The speed-test results, including ping, download and upload speeds.
  • The device's network or connection-test results.
  • The connected Wi-Fi network name or confirmation that Ethernet is being used.
  • The device model, IP address and wired or wireless MAC address.
  • Any warnings, error codes or full error messages.

 

Contact the Service Desk

If the issue continues, call us on 0333 123 0115, use the form below or view our other contact options.

Please include:

  • Your Glide username or account ID.
  • Your accommodation, block, floor, flat and room number.
  • When you first noticed the issue and how it affects your use of the internet.
  • Whether one device, several devices or every device is affected.
  • Whether speeds improve outside your room or closer to the nearest access point.
  • At least three speed tests completed at different times of day, including the ping, download speed and upload speed.
  • Both Ethernet and Wi-Fi results where an Ethernet test is possible.
  • The diagnostic report or screenshots requested above.
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