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Troubleshooting NBN HFC for Speed Issues

Please follow the steps below and proceed to next step if the issue persists.

 

Step 1) Check network status

  • Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  • If there are no event notices, proceed to next step.

 

Step 2) Check antivirus and firewalls

  • Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
  • If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  • Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.

 

Step 3) Restart your modem

  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your modem back on and allow it to reboot (wait for the modem lights to settle into a stable pattern).
  • Run a speed test.

 

Step 4) Check speed on a single device

  • Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  • Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  • On the device you are testing, close all programs that are using your broadband connection.
  • Run a speed test.
  • If your speed has improved on a single device, you may need to upgrade your NBN™ plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.

 

Step 5) Check your WiFi signal

  • If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • Run a speed test.
  • If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.

 

Step 6) Check your cables

  • Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
  • The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended for NBN™ services - Cat5e or Cat6 is ideal.
  • Any damaged or outdated cables should be replaced.
  • Run a speed test.

 

Step 7) Call us on 13 22 58 for further assistance