Troubleshooting NBN FTTP for speed issues

This article will explain how to troubleshoot speed issues for an NBN™ FTTP service.

Please note that if you complete this troubleshooting and suspect you may have a speed fault, there is a set of advanced troubleshooting that is required in order to lodge a speed fault.

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The NBN™ plan speeds are theoretical maximum speeds, not guaranteed. There are several factors that can affect your NBN™ speed, which are explained in more detail here. But they can include:

  • The speed capabilities of your computer and/or devices
  • The speed capabilities of your wireless router (if used)
  • Data or Network congestion

 

  • When running a speed test on an Ethernet cable-connected computer, your results are significantly slower than usual
  • These slow speeds occur on all connected computers/devices, not just one
  • Files take a long time to download despite being small in size

 

Potential cause
Try this:
Weak WiFi signal To rule out a weak WiFi signal, you should test your speed on a computer connected to your modem with an Ethernet cable.
Damaged or loose cables Check that all cables are in good condition and plugged in securely.
Virus or malware infection Run an antivirus/anti-malware scan using your antivirus software. If you need a hand with this, please contact your security software’s Customer Support.
Firewalls or other antivirus software settings Test your speed while firewalls/antivirus software is temporarily disabled. Please contact your security software’s Customer Support if you need a hand with this.
Data congestion To rule out data congestion, reduce the number of connected devices on your home network.
Network congestion Test your speed at different times of the day, especially if your slow speeds only seem to occur around 5-8PM, which is a typical time for network congestion to occur.

 

  1. Locate your indoor NBN™ equipment - this will be a Connection Box and a Power Supply unit. This is most commonly installed on the inside of an outer wall of the premises, sometimes in the garage.

    Note: Since mid-2013, NBN™ Connection Boxes have been installed with a plastic cover by default. To lift this cover and see the ports and lights, gently prise the bottom of the cover away from the two clips holding it in place at the bottom of the unit and then lift the cover upwards. See Lifting the cover for more details.
     

  2. Using an Ethernet cable, connect a computer directly to the active UNI-D port on your NBN™ Connection Box to rule out any loss of speed due to WiFi routers or WiFi signal issues.

    In most cases, the active port on your Connection Box will be UNI-D 1 as shown below. If a different UNI-D port was activated when your NBN™ equipment was installed, please use that one instead.

    Note: There are different kinds of Ethernet cables. For NBN™ FTTP connections, we strongly recommend Cat 6 or Cat 5e. While a Cat 5 cable will work, it won't support the speeds of your NBN™ FTTP service.
     

     

  3. If you have Hub or Smart wiring in your home and you get slow speeds when plugged into any port on your Hub/Smart panel but not when plugged directly into the Connection Box, then there may be an issue with the wiring between your Connection box and the Hub/Smart panel.
     
  4. Run a speed test using a different computer that is cable-connected to the active UNI-D port on your Connection Box. If a different computer gives you acceptable speeds but the first computer you tested doesn’t, then there may be performance issues with the first computer.
     
  5. If you continue to experience slow speeds, please call us on 13 22 58 for further assistance. Please note that there is a set of advanced troubleshooting that is required in order to lodge a speed fault.

 

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