Troubleshooting Fibre Internet Speed Issues

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• If you're experiencing slower-than-expected speeds with your Fibre internet connection, several factors could be affecting your connection. This help article provides step-by-step troubleshooting methods to identify and resolve common issues that may impact your fibre internet speed.

  
  

  Outages

  From time to time upstream providers may experience specific hardware or software glitches. These are usually identified quickly and our network status page will include details about specific areas and providers impacted.

  1. Check the Outages page if there are known network issues or planned maintenance.
  

  2. Test the speed at different times of the day to identify patterns (peak vs. off-peak).

  Router/Modem Issues

  Router/Modem Issues can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Restart the router/modem.

  2. Check for firmware updates and install them if available.

  3. Ensure the router supports your product speed.

  4. Reposition the router for better signal distribution.

  Wiring and Hardware Limitations

  Wiring and Hardware Limitations can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Inspect Ethernet cables for damage or low quality; use Cat5e or higher.

  2. Ensure that connectors are secure and not corroded.

  3. Consider replacing older cables or connectors.

  Distance from the Router

  Distance from the Router can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Move closer to the router to see if speeds improve.

  2. Use a WiFi extender or mesh network to improve coverage in larger spaces.

  3. For desktops, consider using a wired Ethernet connection.

  Device Limitations

  Device Limitations can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Check device specifications for network speed capability.

  2. Ensure network adapters or drivers are up-to-date.

  3. Test with another device to determine if the issue is specific to one device.

  WiFi Interference

  WiFi Interference can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Change the WiFi channel or frequency band (2.4 GHz vs. 5 GHz) to reduce interference.

  2. Avoid placing the router near other electronic devices that can cause interference.

  3. Use WiFi analysers to identify the least congested channels.

  Background Applications

  Background Applications can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Check for applications consuming bandwidth (e.g., cloud backups, video calls, video streaming, P2P/Torrents, etc.).

  2. Pause or limit bandwidth for background applications.

  3. Use Quality of Service (QoS) settings on the router to prioritise certain types of traffic.

  Faulty or Misconfigured ONT (Optical Network Terminal)

  Faulty or Misconfigured ONT (Optical Network Terminal) can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Restart the ONT.

  2. Check for error lights on the ONT.

  Product Configuration

  Incorrect product configuration can impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Contact support and verify all steps followed to confirm possible product configuration issue.

  Network Settings and DNS Configuration

  Network Settings and DNS Configuration can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Reset network settings on the device.

  2. Ensure network adapters are configured for optimal performance.

  Quality of Fibre Installation

  The quality of Fibre Installation can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Inspect visible fibre cables for bends, breaks, or damage.

  2. Check the connectors to ensure they are clean and properly connected.

  3. Contact support and inform of all steps followed to determine possible Fibre issue.

  Product Limitations

  Product Limitations can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Review the product details to understand the maximum speed provided.

  2. Contact support to confirm there are no limitations or misconfigurations.

  3. Consider upgrading to a higher-speed product if necessary.

  Malware or Viruses

  Malware or Viruses can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Run a full system scan using reputable antivirus or antimalware software.

  2. Remove any detected malware or viruses.

  3. Keep the operating system and antivirus software up to date.

  Network Issues

  ISP Issues can significantly impact your internet speed. Below are steps to help you troubleshoot and resolve this issue.

  1. Check Network Status page for outages, maintenance, or technical issues.

  2. Contact support and provide detail of everything tested and verified.