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Slow Speeds on FTTB/FTTN?

It’s disappointing to see slower speeds than expected on your connection. Don’t despair! There are several factors that can play into slow speeds.  This guide will help make the investigation process a little easier.

How to Troubleshoot Slow Speeds

Step 1:

Run a speed test on our speed test site. Your results are attached to your account which our technicians can view when you call customer service. These results are forwarded on as evidence of a speed fault to nbn™.  *Please ensure nothing else is ultilizing the internet during the speed tests. This includes uploads, downloads, and streaming.

Step 2 :

Are these results on a wired connection?

  • Yes – skip on to Step 3.
  • No – WiFi Interference possibility. We must rule this out before raising a speed fault. There will be further troubleshooting steps for this soon.

Step 3:

Turn off the router, count to 10 seconds, then turn it back on. Test again. If the problem persists, continue on to Step 4.

Step 4:

Ensure there are no filters or splitters on the line. Try another cable or test another router if possible.

Step 5:

Check internal cabling. Count the number of telephone ports. If there is more than one phone port, consider calling an electrician to check the internal wiring. This can make a huge impact on both speed and dropout issues. Many houses have star cabling where the central line comes into the house then branches off into 2,3,4, and even 5 different directions. The broadband signal disperses down these extra paths which dramatically reduces performance at the primary point. Customers have reported speeds increasing up to 30Mbps after fixing internal cabling.

Step 6:

If the issue continues to persist, or if a new issue develops such as dropouts, please call our Customer Service Team on 1300 880 905. *For speed degradation issues, please call our Customer Service Team as soon as possible so that we can raise a fault.

Troubleshooting with our friendly team:

This will involve a couple of line tests to detect any errors and information gathering. If it’s unclear where the issue may be, then you may be asked to troubleshoot with some ping and tracert tests. We will send you all the information needed to complete these so that we can raise a fault to nbn™.  Customer service can also assist in any plan changes or speed potential checks.

There may be other reasons for your slow speeds that are out of our control. Long line length to the node can be an issue. We can troubleshoot this further! We have had great success in nbn™Co actioning long line length faults. It is a long process, but they will send in technicians to determine the best course of action. This may result in a new micronode or a different type of service entirely. It’s not hopeless. We can help. Please call our friendly Customer Service team with any questions.

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