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Troubleshooting NBN HFC for Speed Issues

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:

  • When running a multiple-download manual 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
  • The lights on the front of your HFC modem may indicate a problem. See this article for details.

 

Potential cause
 Try this:
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.

 

  1. Turn your computer off, wait one minute and then turn it back on. This ensures that most programs which may be running the background are not running during your speed testing.

    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.
     

  2. Unplug any additional WiFi routers from the HFC modem.
     
  3. Using an Ethernet cable, connect a computer directly to the yellow Ethernet port on the back of your HFC modem, then run a multiple-download manual speed test.

    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.  
     

  4. If possible, try using a different Ethernet cable to connect your computer to the HFC modem before testing again. An old or damaged cable may be causing poor performance.
     
  5. If you still experience poor speeds, we'll need you to record the results of the following tests. Both tests should be run at three different times of the day (i.e. morning, midday, night):
     
    Ping test both "iinet.net.au" and "google.com.au"
    Traceroute both "iinet.net.au" and "google.com.au"
     
    Note: The Ping test and Traceroute guides linked above both include instructions on how to copy + paste your results. Saving the results in a Word document, .txt file or simply pasting them into an email are all acceptable.
     
  6. Once you have recorded these details, please call us on 13 22 58 for further assistance.