My internet service is slow. Who do I ask for help?

  • Updated

When your internet service isn’t performing the way it should, here’s how to work out where the issue comes from and where to seek support.

Your ISP is responsible for connecting the internet to your premises. Delivering the service around your home or business is the role of your internal setup. The lines between internet service and information technology at home and business can be blurry, so let’s break it down and take a look.

  1. Know your demarcation point
    Where the internet service enters your premises is often referred to as the ‘demarcation point’. This point will differ depending on the service type:

    NBN Fibre to the Node/Basement (FTTN/B): The first phone socket in sequence from where the lead-in enters your premises.

    NBN Fibre to the Curb: The NBN Network Connection Device (NCD).

    NBN HFC and NBN Fibre to the Premise (FTTP): The NBN Network Termination Device NTD.

    OptiComm FTTP/HFC: Internal ONU (usually in a garage) or Cable/Coaxial modem or Internal data point.

    Pentanet Fixed Wireless: The port on your PoE power injector (labelled ‘LAN’) inside your home.

    It’s important to know where these points are so that you can perform the right tests as needed.

  2. Direct PPPoE testing
    The best way to measure your internet connection as it’s being delivered to you is to test the service at one of these demarcation points. Eliminating any additional variables (such as wifi, or internal cabling) and testing at the source gives us the most accurate results, so we know how to help you!

    You can read our guide, here on How to perform a direct PPPoE test.

    We’ll normally ask you to perform this test and send the results, so it really helps if you’re one step ahead and perform this test before getting in touch with us. If the direct test shows your internet performing as expected, it means our service is being delivered correctly. After this point, there are other internal factors that can affect performance.

  3. Diagnosing Internal Factors
    Whilst the Pentanet team may be happy to offer suggestions for devices that improve your internet experience around your premises, it is recommended that you speak with a professional if you are experiencing issues only presented after the demarcation point. These issues could be related to any one or all of the below:
    • Poor Wi-Fi coverage
    • Under spec Modem/Router
    • Inadequate cabling
    • Faulty equipment

    Pentanet regularly works with and recommend the following partners who are able to assist with these kinds of problems:

    Residential & SOHO:
    • West Coast IT
    • Steven Murphy Electrical
    • The IT Guys

    Business & Enterprise:
    • Future Logic
    • Activ IT
    • Host One
    • Paradigm Technologies

    It’s important for you to know that when you bring your own router, we can’t provide in-depth technical support for it. In most cases, we’ll be happy to give you some quick advice or information to help get you up and running, but there may be an additional charge if you need technical support. Please email support@pentanet.com.au if you need help with a third-party device.

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