Troubleshoot slow internet speeds, and find out how to check for outages, test your speed, optimise your setup, and upgrade your equipment.

On this page

Check for outages

Test your current speed

Check your equipment

Optimise your home wifi setup

Still having trouble?

Check for outages

You might be experiencing slow speeds or intermittent drop outs due to an nbn outage or maintenance in your area.

Visit our outage information page to check current outages, service status, and planned maintenance.

If there has been an outage, we recommend turning your modem off and on to restore the connection once the outage is resolved.

Test your current speed

Testing your internet speed can help you figure out what is causing the problem.

Remember: internet speeds can be slower in the evening when there is more demand on the nbn.

If you’re testing between 7pm-11pm, compare your results against the typical busy period speeds advertised for your plan.

Wi-Fi speed test

1. Go to speedtest.net on a phone, computer, or tablet that is connected to your Wi-Fi.
If you’re using a phone or a tablet, turn your mobile data off first.

2. Stand next to your Wi-Fi router and check your Wi-Fi speed, then check it again from various areas in your home.
Being closer to your Wi-Fi router will improve the signal strength and speed.

3. Compare the results to the advertised speed of your plan.

4. Not sure what your speed should be? Check which plan you have.

If the speed matches your plan but:

only in some parts of your home but not others, the problem is probably your home Wi-Fi setup. (Skip to Optimise your home wifi setup for tips and tricks to speed things up.)
slows down when multiple devices are using the Wi-Fi, you might need to upgrade to a faster plan, upgrade your Wi-Fi router, or both.
feels too slow, you might need to upgrade to a faster plan. You can see what’s available on our internet plans page.

If the speed doesn’t match your plan, test the speed again with a direct ethernet connection.

Ethernet connection speed test

If you have an nbn box in your home

1. Connect an ethernet cable directly from your nbn box to your computer.
Your nbn box is the device that was supplied by nbn co., and is either mounted on your wall or connected to a port on your wall.
The nbn box is connected to your Wi-Fi router by an ethernet cable. You can disconnect this cable from your Wi-Fi router and plug it into your computer.

2. Go to speedtest.net and check your speed again.

If the speed improves significantly, the problem could be either your Wi-Fi router (skip to Check that your Wi-Fi router can handle the speed of your plan) or your computer (skip to Upgrade your devices).

If you don’t have an nbn box in your home

1. Connect an ethernet cable directly from your modem to your computer.
Your modem is the device that is connected to a port on your wall. It connects your home to the internet.
You might have:

a) a modem and a separate Wi-Fi router, connected to each other by an ethernet cable

b) a combination modem-router, which is one device that does both functions.

2. Go to speedtest.net and check your speed again.
If the speed improves significantly, the problem could be either your router (skip to Check that your Wi-Fi router can handle the speed of your plan) or your computer (skip to Upgrade your devices).

Are you on the Fast or Fast X plan?

nbn co increased the speeds of qualifying plans in September 2025.

If you were on a nbn Fast plan but you didn’t get a speed increase, it’s probably because you didn’t have the right type of nbn connection (HFC or an FTTP).

To see what type of connection you have, and to find out if you’re eligible for a $0 upgrade to FTTP, enter your address on our internet plans page.

Check your equipment

1. Check that your Wi-Fi router can handle the speed of your plan

To get the most out of a high-speed plan, you’ll need a router that can support the plan’s top speed. Older routers may not deliver the full speed of faster nbn plans.

To check what speeds your router supports, you can contact the supplier, or you can look for a model number on the router and search online for the details of that model.

Check the following things

The speed your router can reach (e.g. 1 Gbps).
You’ll want one that matches the top speed of your plan, or higher.
Which Wi-Fi standard your router supports (e.g. Wi-Fi 6)
For the best speeds, nbn co recommends routers that support Wi-Fi 6 or higher.

If your router is several years old or uses an earlier Wi-Fi standard, upgrading to a newer router is likely to help.

2. Restart your router and nbn connection box

Some internet speed issues can be resolved by restarting your equipment.

Restart your Wi-Fi router

1. Turn off the router using the power button.

2. Unplug the power cable and all other cables from the back of the router.

3. Leave everything disconnected for 3-5 minutes.

4. Reconnect the power cable first, then other cables.

5. Plug the ethernet cable into the WAN/ethernet port.

6. Wait 2-3 minutes for the connection to establish.

7. Perform a Wi-Fi speed test again.

Restart your nbn connection box

If you have an nbn connection box (not available for FTTN or FTTB connections):

1. Turn off the power and unplug the power cable.

2. Remove the cover and ensure all cables inside are pressed in fully.

3. Wait at least 3-5 minutes before plugging the power cable back in.

4. Wait 2-3 minutes before testing internet access.

3. Check your cables

Ethernet cable issues

The cable connecting your modem to the nbn box may be old or faulty, so try swapping it for another ethernet cable.

For best performance, use Cat 5e, Cat 6, or higher cables. Cat 5e cables can handle speeds up to 2.5Gbps, while Cat 6 handles even faster speeds.

Optimise your home Wi-Fi setup

Put your router in the best spot

Your Wi-Fi router connects your devices to the internet, and broadcasts your Wi-fi throughout your home.

Routers should be positioned in open, central areas – not hidden away in corners or behind furniture. Thick walls, metal panels, large appliances, and fish tanks can weaken or block your Wi-Fi signal.

Place your router close to where you use your devices most often for a stronger connection in those areas.
Put your router in a raised, central spot – not on the floor, inside a cupboard, or behind furniture.
Try to get a clear line of sight between your router and devices. The fewer walls, doors, or objects the signal passes through, the better.

Consider a mesh Wi-Fi system

If you have a large or multi-story homes, a single router might not be enough. Sometimes even thick walls are enough to dampen the Wi-Fi signal.

Mesh systems like Eero use multiple devices (called ‘nodes’) that you place throughout your home to spread your Wi-Fi signal evenly. One node connects to your modem or nbn connection box, and the others extend coverage around your house.

Use Wi-Fi, a wired connection, or both

How you connect your device to the internet can significantly affect performance.

Wi-Fi is convenient and allows you to move your devices around your home, but it can be affected by walls, interference, and distance.

A wired connection uses an ethernet cable to connect to your modem or nbn connection box. The cable means your device will need to stay in one spot, but it offers the most stable connection and fastest speeds.

If your household has a lot of connected devices, you might want to use both. Use wired connections for high-demand devices that don’t move around (like smart TVs, desktop computers, and gaming consoles), and Wi-Fi for mobiles and laptops.

Upgrade your devices

Older phones, laptops, and smart TVs might not be able to use the full speed of your plan. They’ll still connect and function, but with slower internet speeds than newer devices.

For the best speeds, nbn co recommends devices that use Wi-Fi 6 or higher.

Consider your connected devices

Multiple devices streaming or downloading at the same time can strain internet speeds. Smart home devices (for example, smart speakers) can also contribute to network load.

Keep your devices' software up to date
Disconnect unused devices
You may be able to turn on Wi-Fi Band Steering in your router settings. Band steering helps devices connect to the most suitable frequency band (2.4 GHz or 5 GHz), depending on which one can deliver better performance at a given moment.

If your connected devices are still slowing down your speeds too much, it might be time to upgrade your internet plan.

Still having trouble?

If you’re still not getting the correct speeds, don’t worry – we’re here to help!

Give us a call on 13 14 64

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