Technical advice

What sort of things can affect performance?

Is it slow Wi-Fi?

A number of things can affect speeds when connected via Wi-Fi, these include:

• Distance from the modem

• Too many devices connected at the same time

• Your surroundings

  • Brick or concrete walls

  • Iron girders

• Overlapping signals in high density dwellings, such as apartments, flats and units

• Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

Possible fixes:

• Try and place your modem in a central location

• Keep your modem away from other electrical devices

• Consider a Wi-Fi extender

• Change your Wi-Fi channel

Is it too many devices?

Having a lot of devices connected to your home network can affect its performance, especially when streaming video at the same time, or performing other data intensive tasks, these devices include: 

• Tablets

• Mobile phones

• Gaming consoles

• Smart TV's

• Set-top boxes

Possible fixes:

• Ensure that devices are disconnected when not in use

• Ensure that your devices are up to date, older devices can run slowly even on a fast connection

What's running in the background?

A background application is often run automatically, they can use up a lot of your speed, without you knowing it.

Some background applications include: 

• Computer, Tablet or Phone updates

• Cloud storage services

• Automatic gaming updates

• Other data intensive programs that may be in use, such as file sharing

Possible fixes:

• Set a bandwidth limit for updates or file sharing

• Schedule updates later or earlier in the day

Is my Wi-Fi secure?

Did you know that modems can send Wi-Fi signals up to 30 meters away?

If you are unsure:

• Keep you Wi-Fi password secure and change it regularly

• Hide your SSID

If you are still experiencing speed issues, please follow this troubleshooting guide.

Optimising your Wi-Fi

Set-up

Your Wi-Fi modem should be placed in a central location, clear of obstructions and away from other electrical devices that may cause interference.

A number of things can affect your Wi-Fi connection, including;

• Distance from the modem
• Too many devices connected at the same time
• Your surroundings
  • Brick or concrete walls
  • Iron girders
• Overlapping signals in high density dwellings, such as apartments, flats and units
• Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

If you suffer from low quality signals and are unable to change the modem position, you can try using a Wi-Fi extender to boost the range of your modem’s wifi signal or change the Wi-Fi channel on your modem.

Securing your Wi-Fi

To keep your Wi-Fi safe and secure, its best practice to use a password:

• Use a mix of lower and uppercase letters plus numbers and punctuation and change it regularly

For extra security, refer to your modem instructions to hide your SSID.

Is it too many devices?

The number of connected devices to your home Wi-Fi can affect its performance, especially when those devices are streaming videos or connected to online games.

If you are experiencing performance issues, try disconnecting devices when not in use to see if it improves.

Also make sure that your device software is up to date, older versions can cause devices to run slowly even on a fast connection.

What sort of things can cause drop-outs?

Is it your Wi-Fi?

A poor quality signal can cause a device to disconnect and search for a stronger signal, some causes can include:

• Distance from the modem

• Your surroundings

  • Brick or concrete walls

  • Iron girders

• Overlapping signals in high density dwellings, such as apartments, flats and units

• Interference from other electrical devices such as:

  • Microwave ovens

  • Cordless phones

  • Security cameras

  • Baby monitors

  • Bluetooth devices

Possible fixes:

• Try and place your modem in a central location

• Place your modem in the open and high up

• Keep your modem away from other electrical devices

• Consider a Wi-Fi extender

• Change your Wi-Fi channel

Is it your modem?

Your modem needs an uninterrupted connection to the network.

When it keeps disconnecting, this is what we call a drop-out.

What would disconnect my modem from the network?

• Bad internal wiring

• A faulty modem

• An equipment fault

• A network fault

Possible fixes:

• Isolation testing can help you to identify and isolate any faulty equipment, which can restore your connection

• Keep your devices up to date with regular firmware updates

• Check your cables for wear and tear

If you are still experiencing connection issues, please follow this troubleshooting guide. 

Network congestion

Network congestion occurs when many customers are using the services at the same time and the network can’t manage the demand.

This is especially common in the evening (peak time) when the largest proportion of customers are using the internet and it becomes congested

Local congestion

Local congestion is caused by high traffic within your own home network.

This means too many devices are connected, using your internet at the same time and clogging up your bandwidth.

Maybe you are watching a video, downloading a large file, and the kids are on YouTube, all at the same time?

This can slow things down.

Isolation testing

What is an Isolation Test?

Your internet connection can be affected by faulty equipment connected to your network, this may cause the service to slow down or not work at all.

An Isolation Test can restore connectivity by removing any device that may be interrupting your connection.

How do an Isolation Test?

1. Performing an Isolation Test is easy, firstly remove all of the devices, including but not limited to:

• All telephone handsets
• Splitters or Filters
• Telephone extension leads
• Fax Machine
• Answering Machine
• Back to Base Alarm (remove only if it can be done safely)
• Smart TV's
• Foxtel or other Set-Top Box

2. Only your modem (and nbn™ connection box if you have one) should remain connected.

3. Power cycle (turn off for 10 seconds) your modem (and nbn™ connection box if you have one).

4. Wait 10 minutes, then check your modem lights, if your network has been restored you should see the below lights.

If the Isolation Test has restored your service, you can start reconnecting your devices one at a time. If connecting a device affects your service, it may have a fault.

Power Cycling your hardware simply means turning off your equipment, for a short period of time, and turning it back on again.

This performs a "reboot" and can resolve basic connection issues, and it's really easy to do!

1. Turn off modem (and nbn™ connection box if you have one), and any connected device for 10 seconds.

2. Turn your equipment back on again.

3. Allow up to up 10 minutes for your hardware to reconnect to the network.

If Power Cycling your hardware did not fix your issue, and you have exhausted all other troubleshooting steps, please click here to create an online support request.