Why is my speed not what I expected?

  • Updated

There are many factors that can affect your connection speeds below are some tests you can run along with some common factors that can impact your speed.

 

To get the most accurate speed test result, we always recommend using our speedtest tool on a device that is connected directly to your router with an ethernet cable.


If your connection type is Fixed Wireless, NBN Fibre to the Premises (FTTP), HFC or Fibre to the Curb (FTTC) you can go one step further and perform a direct PPPoE test.


This is called isolation testing and will always be our first step in testing your connection speeds because it eliminates factors such as your Wi-Fi and in the case of a direct PPPoE test, your router’s performance.

 

With that in mind, let’s look at the potential factors affecting your speeds and how we identify and troubleshoot them.

  • Wi-Fi is a convenient way to connect your devices to your router, but like any radio signal, it can be subject to interference from both physical obstructions between yourself and your router, such as walls (double brick is a killer) and other radio signals like your neighbour’s Wi-Fi router. If the results of a speedtest over a Wi-Fi connection compared to an isolation test (see above) are drastically different, we can conclude that your Wi-Fi connection quality is the root cause.

  • As any technician, mechanic or general fixer-of-things will tell you: sometimes things just break. Your router is no exception. It’s always on, always working away in the background and at some point, usually after 3-4 years of steadfast service, it will start to fail. Sometimes that means that it starts to slow down, the only way to test that for sure is to compare it to a newer router’s performance. If your router is a little older and you suspect it might be past its prime, chat to our support team about getting one of our routers on loan. 

  • Just like your hardware, sometimes the cables being used to deliver your services can sometimes fail. Copper lines can corrode, rain can get through seals and damage joints in the street equipment and even the cabling in your walls can fail over time. If we’ve eliminated your Wi-Fi and your router as the cause of your speed issues through troubleshooting, often the next step is to have the cables checked by lodging a fault.

    Most faults are resolved within 24-48 hours with a visit from an NBN or OptiComm technician being all you need to get your services back up to speed.

 

Ok, but what do I do with this information?

Short answer? Call us or reach out to us via our live chat. Our support team are available every day to assist with troubleshooting your connection speeds to identify which of the above matches your situation and give you a plan to resolve your issues.

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