PLEASE FOLLOW THESE INSTRUCTIONS CAREFULLY- Please begin by carefully unpluging the KBB internet cable from the WAN/Internet port (normally blue) on the back of your WiFi router and connect it directly into your PC/laptop and go to www.speedtest.net. Please do NOT do a test while connected to a WiFi network or device such as phone or tablet as it will invalidate the results. We ONLY accept tests from www.speedtest.net and make sure you select the closest server to your location. Please run 3 tests. Please create a support ticket via our ticketing system and share your results with us within 24hrs of doing the tests. We do not accept speed tests results other than from speedtest.net. If there is an improvement, it is possible that your router could be giving fault or needs to be powered off/on or replaced/upgraded. If there is no improvement, you can log a support ticket and we will address your issue within 3 working days.