run a speed test first
Before troubleshooting, get a baseline with a speed test at fast.com or speedtest.net. Use a device connected by ethernet cable, not Wi-Fi, for an accurate result.
Compare the result to your plan’s typical evening speed (published on our plans page). See understanding your speed for what the numbers mean. If your test result is close to or above the typical speed, your connection is performing normally.
Wi-Fi vs wired
Wi-Fi is almost always the culprit for slow speeds. Before assuming there’s an NBN issue:
- Test on a device plugged directly into the router via ethernet
- If wired speeds are fine but Wi-Fi is slow, the issue is your Wi-Fi setup, not the NBN connection
- Router placement, interference from other devices, and the age of your router all affect Wi-Fi performance
time of day
NBN speeds vary during peak hours (roughly 6pm–11pm on weeknights). Our published typical evening speeds reflect real-world performance during these periods. If you only notice slowdowns in the evenings, this is normal network behaviour.
check other devices
If speeds are slow on one device but not others, the issue is likely with that device (too many browser tabs, background updates, VPN, etc.) rather than your connection.
reboot your modem
A stuck PPPoE session can cause degraded speeds. Unplug your modem, wait 30 seconds, plug it back in, and re-run the speed test.
FTTN-specific: line length matters
On FTTN connections, your maximum speed is limited by the copper distance between your premises and the nearest node. If the node is far away, your sync speed may be lower than the plan maximum regardless of which plan you’re on. You can see your current sync speed by logging into your modem’s admin interface.
still slow after all of that?
Open in-app chat and include:
- Your speed test result (download and upload in Mbps)
- Whether you tested on ethernet or Wi-Fi
- What time of day you ran the test
- Your plan (nbn 25, 50, 100, etc.)
We can check your line quality and session stats from our end and, if needed, raise a fault with nbn co.