Speed Issues

Do You Have Issues With Internet Speed?

There are a number of factors that can impact the speed of a service. This can include but is not limited to; hardware, Wi-Fi vs LAN, fault on the line, congestion at the POI (Point of Interconnect) and even internal cabling or configuration of your house/office space.

Below are a few tests that will help you to identify what the issue could be. This is usually a process of elimination, and we start with the most common issues that we encounter.

Basic Troubleshooting

Please perform the following actions to help speed up the troubleshooting process:

Step 1: Testing Your Speed - Isolated

This is best done as an isolated test whilst plugged in via a cable directly into the router (not through Wi-Fi). This will ensure that you get the most accurate results.

• Our preferred method of testing is via the speedtest.net application. This can be found here. (opens new window).

1. Disconnect all devices from the network. To perform an isolated speed test, disconnect all devices from the Wi-Fi or Ethernet network. This will ensure that the test results are not impacted by external factors like network congestion or other connected devices.
2. Connect your testing device via network cable directly to the router.
3. Choose a reliable speed test website. There are several speed test websites available such as Speedtest.net, Fast.com, etc. Choose a website that is reliable and known for accurate results.
4. From previous testing, we have found the Google speedtest to be inaccurate. Please refrain from using this.
5. Select a server. Most speed test websites allow you to select a server for the test. It is best to choose the server closest to your location for the most accurate results.
6. Start the test. Once you have selected a server, click on the "Go" button to begin the test. The website will measure your download and upload speeds, as well as your ping.
7. Record the results. Once the test is completed, record the results for both download and upload speeds, as well as your ping.
8. For results from the speedtest.net website, please send us the URL of the results page for each test. It looks similar to this: "www.speedtest.net/result/123456789"
9. Repeat the test. It is a good idea to perform the test a few times to get an average result, as network conditions can fluctuate.

Please note that during an isolated speed test, all users and devices will need to be disconnected from the network, and as a result, no devices or users will have internet during the test.

Step 2: Restart Router (DO NOT RESET)

1. Locate the power cord. Find the power cord connected to your router.
2. Unplug the power cord from the electrical outlet.
3. Wait for a few seconds. Wait for about 30 seconds to 1 minute for the router to fully power down.
4. Plug the router back in. Plug the power cord back into the electrical outlet and wait for the router to power on completely. This can take a minute or two.

Tests That Can Be Used For Further Troubleshooting

Ensure the device you are testing on is capable of the speeds expected. Note this only applies to higher speed services.

Test 1: Restart Network Termination Device (NTD) e.g. NBN Device or Fibre Termination Device

1. Locate the NTD. The NTD is typically a small box installed in your home or business and is the endpoint for your fibre or NBN connection.
2. Unplug the NTD. Find the power cord for the NTD and unplug it from the wall socket or power board.
3. Wait a few minutes. Wait for about 1-2 minutes to allow the NTD to fully power down.
4. Plug the NTD back in. Plug the power cord back into the wall socket or power board.
5. Wait for the NTD to restart. It may take a few minutes for the NTD to fully restart and establish a connection.

We also recommend taking a photo of the device, light status and device information (Serial number and MAC address that can be found on a sticker on the device) to provide to us.

Test 2: Cables - Check and Swap the Cabling Between the Network Termination Device (NTD) and the Router

1. Locate the cables. Find the cable that runs from the NTD to the router.
2. Disconnect and reconnect the cables. Unplug both cables from their respective devices, then plug them back in.
3. Swap the cables. Connect the cable that was previously connected to the NTD to the router and swap it with an alternate network cable.
4. Check the connection. After swapping the cables, check your internet connection to see if the problem has been resolved.

This simple cable swap can sometimes resolve issues with internet connectivity, particularly if the cables are damaged or not correctly connected.

Test 3: Alternate Router - If You Have an Alternate Router, Please Try Testing With This

This will help identify if the issue is hardware related.

1. Disconnect the current router. Unplug the power cord and any other cables connected to the current router.
2. Connect the alternate router. Plug the power cord and any other necessary cables into the alternate router.
3. Configure the alternate router. Connect to the router and configure it with the credentials for the service.
4. If you do not have these, please contact our Technical Support team on 1800 835 247 Option 2, Option 2.
5. Test the internet connection. Once the alternate router is set up and configured, test your internet connection to see if the problem has been resolved.
6. For a more in-depth explanation of this step, see Step 1 (Testing Your Speed - Isolated).

If the problem is resolved when using the alternate router, it is likely that there is an issue with your current router. You may need to contact the manufacturer for further assistance in resolving the issue.

Test 4: Testing Your Speed - Direct to Network Termination Device (NTD)

Please note this will be in an isolated setting as described in Step 1 (Testing Your Speed - Isolated). Therefore, all users and devices will be disconnected from the network, and no devices or users will have internet during the test.

1. Plug in the testing PC. Unplug the router from the NTD and plug in the PC you will use for testing using an Ethernet cable.
2. Disable Wi-Fi on the PC.
3. Configure the PC. Connect to the Network Termination Device (NTD) and configure it with the credentials for the service.
4. If you do not have these, please contact our Technical Support team on 1800 835 247 Option 2, Option 2.
5. Test the internet connection. Once the PC is set up and configured, test your internet connection to see if the problem has been resolved.
6. For a more in-depth explanation of this step, see Step 1 (Testing Your Speed - Isolated).

This test will help determine whether the issue with your internet connection lies with the NTD, or whether it is a problem with your router or another device on your network.

Test 5: Testing Your Speed - Perform Three Speed Tests During the Day

• For best results, these tests should be performed using the speednet.com app (opens new window)at each of the following times:
  • Morning (7AM - 9AM)
  • Afternoon (12PM - 2PM)
  • Evening (4PM - 7PM)

1. Start the first test. Click the "Go" button to start the first speed test. This will test your download speed, upload speed, and ping.
2. Record the results. Write down the results of the first speed test, including the download speed, upload speed, and ping.
3. Wait and repeat. Wait a few hours and repeat steps 2 and 3 to perform two more speed tests at different times of the day.
4. Compare the results. Compare the results of the three speed tests to see if there are any significant differences in speed or if the speeds are consistent.

It's important to perform speed tests at different times of the day because internet speeds can fluctuate due to network congestion and other factors. By testing your speeds at different times, you can get a better understanding of your overall internet performance and identify any patterns or issues that may be affecting your connection.

Still Having Issues After All These Tests?

If you are still experiencing issues once these tests have been completed, please send the results of the speed tests completed to our team, who will be able to help you further. Please ensure you advise which tests you did and did not complete; this will help our team handle your query more effectively.

Note we may also ask for Network Termination Device (NTD) information such as light status and device information (Serial number and MAC address that can be found on a sticker on the device). Please keep this information handy in case we require them.

Please understand that these are required tests requested by the upstream carriers as a prerequisite for lodging a fault on the service.