Troubleshooting Slow Internet Speeds
Not getting the speeds you expected? Let’s diagnose the issue and get you back up to speed.
Step 1: Run a Speed Test
First, let’s see what speeds you’re actually getting. For accurate results:
For the Most Accurate Speed Test:
- Connect via ethernet cable – WiFi can reduce speeds significantly
- Close other programs – Stop any downloads, streaming, or cloud backups
- Disconnect other devices – Or pause their internet usage
- Run the test multiple times – Take an average of 3 tests
Understanding Your Results
| Your Plan | Expected Download | Expected Upload |
|---|---|---|
| NBN 25 | ~25 Mbps | ~5-10 Mbps |
| NBN 50 | ~50 Mbps | ~20 Mbps |
| NBN 100 | ~100 Mbps | ~20-40 Mbps |
| NBN 250 | ~250 Mbps | ~25 Mbps |
| NBN 500 | ~500 Mbps | ~50 Mbps |
| NBN 1000 | ~1000 Mbps | ~50-100 Mbps |
Note: Typical evening speeds (7pm-11pm) may be slightly lower than maximum speeds. Getting within 80-100% of your plan speed is normal.
Step 2: Run a Ping Test
A ping test checks your connection quality, not just speed. High ping (latency) or packet loss can cause:
- Video calls freezing or cutting out
- Gaming lag
- Pages loading slowly even with good speeds
How to Run a Ping Test
On Windows:
- Press Windows + R
- Type
cmdand press Enter - Type:
ping google.com -n 20 - Press Enter and wait for results
On Mac:
- Open Terminal (search in Spotlight)
- Type:
ping -c 20 google.com - Press Enter and wait for results
Understanding Ping Results
| Metric | Good | Acceptable | Problem |
|---|---|---|---|
| Ping (latency) | < 20ms | 20-50ms | > 100ms |
| Packet loss | 0% | 1-2% | > 5% |
High ping or packet loss? Try power cycling your modem. If the issue persists, contact us.
Common Causes of Slow Speeds
1. WiFi Issues (Most Common!)
WiFi is often the bottleneck, not your internet connection. Signs it’s a WiFi issue:
- Speeds are fine when connected via ethernet cable
- Speeds drop when you move away from the router
- Certain rooms have slower speeds than others
2. Network Congestion
Too many devices or activities using your connection at once:
- Multiple people streaming video
- Large downloads or uploads in progress
- Cloud backup services running
- Gaming while others are using the internet
Solution: Check what’s using your bandwidth. Pause unnecessary downloads. Consider upgrading to a faster plan if you regularly need more speed.
3. Old or Faulty Equipment
- Old modem/router – May not support your plan’s speeds
- Old ethernet cables – Cat5 cables max out at 100Mbps; you need Cat5e or Cat6 for faster speeds
- Old computer/device – Some older devices have slow network adapters
4. Connection Type Limitations
Your NBN technology type affects maximum possible speeds:
- FTTN – Limited by copper line and distance from node (typically 50-100Mbps max)
- FTTC/FTTB – Usually up to 100Mbps
- FTTP/HFC – Can achieve 1000Mbps+ (great for high-speed plans)
Learn more about connection types and available speeds
5. Peak Time Slowdowns
Internet can be slower during “busy hours” (7pm-11pm) when everyone in your area is online. This is normal and most noticeable on FTTN and HFC connections.
Quick Fixes to Try
Power Cycle Your Modem
Unplug for 30 seconds, plug back in, wait 2-3 minutes. Fixes many speed issues.
Check Other Devices
Pause downloads, streaming, and cloud backups on other devices while testing.
Need to Upgrade Your Plan?
If you’re consistently using more bandwidth than your plan provides, it might be time to upgrade. Contact us to discuss your options – we can help you find the right plan for your household’s needs.
Still Experiencing Slow Speeds?
If you’ve tried the above and still have speed issues, contact our support team. Please have ready:
- Speed test results (screenshot if possible)
- Whether you tested via WiFi or ethernet
- Time of day when you notice slow speeds
- What plan you’re on