This article will guide you through the troubleshooting for speed issues on an NBN™ HFC service.
Select one of the links below to jump to a query:
|Unsuitable WiFi modem||Any WiFi router used should support at least 802.11n WiFi (802.11ac WiFi is recommended). Older WiFi routers may only support the older 802.11b/g WiFi standards which are not suitable for the speed capacity of a HFC broadband service.|
|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. If there are any sharp bends or kinks in the cable coming out of the wall socket, please call us on 13 22 58.|
|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.|
|Shaped service||If you use all of your monthly quota, your service will be shaped to a slower speed until it resets. If you're not sure whether your service is shaped or not, try checking your usage in Toolbox. If your high usage was a one-off, you may wish to purchase a Data Pack.|
Programs such as file-sharing services, video streaming and games in particular may be contributing to data congestion. Some file-sharing programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
If speeds have improved significantly, this means your HFC modem has a working connection and the issue lies with either data congestion or performance of the WiFi router - please switch to troubleshooting WiFi Network No Connection.
If speeds are still poor, go to the next step.