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Troubleshooting NBN Satellite for Speed issues

This article will explain how to troubleshoot speed issues for an nbn™ Satellite service. 

Select one of the links below to jump to a query:

Why doesn’t my speed match the maximum speed of my nbn™ plan?

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. They can include:

  • Weather conditions (either at your premises or the base station location)
  • The speed capabilities of your computer and/or devices
  • The speed capabilities of your wireless router (if used)
  • Data or Network congestion

 

Symptoms

  • 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

 

Things to check first

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 Satellite Connection Box 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.
Damaged or obstructed nbn™ Satellite dish Your nbn™ Satellite dish must be kept clear of obstructions such as tree branches because it nears a clear line of sight to get a strong signal. If severe weather events have damaged your dish, please call us on 13 22 58 for assistance.

 

Troubleshooting

  1. Locate your indoor nbn™ Satellite Connection Box. This is most commonly installed on the inside of an outer wall of the premises.
     
  2. Using an Ethernet cable, connect a computer directly to the active UNI-D port on your nbn™ Satellite 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 Satellite 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.
     

     

  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 Satellite Connection Box, then there may be an issue with the wiring between your Satellite Connection Box and the Hub/Smart panel.
     
  4. If possible, run a speed test using a different computer that is cable-connected to the active UNI-D port on your Satellite 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.

 

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