Slow Speeds - NBN Connections

Slow Speeds - NBN Connections

Common Issues

There can be a number of reasons why an NBN service may be running slower than expected. Most speed complaints are due to issues beyond the Network Boundary Point (NBP) or NBN Equipment within the customer premises for issues such as the below. You can also visit https://www.nbnco.com.au/learn/optimisation for more information on how to make the most of your NBN internet experience.

Poor Wi-Fi (wireless) coverage

Your devices may be too far away from your Wi-Fi access point/router. Wi-Fi signals are also susceptible to interference from electrical appliances or other neighbouring Wi-Fi.
Wi-Fi boosters may help; these are available from stores such as JB Hi-Fi, Harvey Norman, and Officeworks and form part of your in-home setup.
Your devices (especially smart TVs) should connect wherever possible using an Ethernet cable; this is faster and more reliable than Wi-Fi. 

Quality of your modem/router

Not all modem routers are created the same. For example, if you are connecting many devices or your home has numerous or solid walls for Wi-Fi to penetrate, a standard device might not meet your needs.

Excessive number of devices simultaneously connected

So many devices these days connect online from your mobile phone, printer, lights, smart TVs, security cameras and doorbells - the list of possibilities is endless! Many of these devices use your internet connection in the background. Also, consider if anyone else in your home is connecting online at the same time.

Cabling within the premises

Non-compliant or poorly maintained cabling will degrade connection quality. For FTTB, FTTC and FTTN connection types, connecting your modem to the first/primary wall socket will deliver the best performance (most commonly, this is located in the kitchen); any secondary sockets (i.e. bedrooms) should be decommissioned. Sockets similar to the one pictured below are obsolete, and whilst they can still be used with adapters, this impacts the quality of your connection. You can find a registered cabler to help with all these issues at https://www.acma.gov.au/find-registered-cabler
 Obsolete Wall Socket

The website/service you’re connecting with and their servers

Some websites may be hosted on cheaper hosting services and/or geographically located further away than others.

Subscribed to a low-speed tier plan.

You may need to simply upgrade your plan's speed tier.

To learn more about NBN Connection Types and the equipment at your premises, click here.

Troubleshooting Steps

Step 1: Check Your Internet Speed

  1. Close all open programs and activities on your computer.
  2. Visit speedtest.net to check your connection speed. A good speed for watching online videos is at least 3Mbps.

Step 2: Restart Your Devices

  1. Turn off your NBN Connection Box (if you have one), modem/router, and all connected devices for 60 seconds. Then, turn them back on.
  2. Wait 10 minutes to let everything reconnect, then test your internet connection.

Step 3: Look at Your Wi-Fi Network

  1. Check the Wi-Fi light on your modem. If it's not on, turn on the Wi-Fi button on your modem. Also, make sure your computer or device has Wi-Fi turned on.
  2. Reset your connection by turning off your modem and devices for 60 seconds. Turn them back on and wait a few minutes for them to reconnect.
  3. Move your Wi-Fi devices closer to the modem for the best connection.
Sometimes, the Wi-Fi button on your device or modem/router can be bumped into the off position. 
Some things can slow down Wi-Fi:
  1. Thick walls or metal structures
  2. Electronics like microwaves, cordless phones, security cameras, baby monitors, and Bluetooth devices
  3. Living in a place with many Wi-Fi networks, like apartments, can affect your connection
  4. Keep the modem away from other electronics, and try placing it in the middle of your home for a balanced Wi-Fi signal.

Step 4: Disconnect Other Devices

Conduct an isolation test by unplugging all devices, like phones and fax machines, from the phone sockets except for the modem and NBN Connection Box (if you have one).

If the problem persists, don't hesitate to get in touch with our technical support team using the details below.



Video: How to optimise your NBN experience



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