The following is a step by step guide for troubleshooting slow speed problems and includes some tips on what you can do to improve the performance of your connection.
- First steps
- Resetting your equipment
- Let's connect your PC/Laptop directly to your nbn box
- Programs running on your device
- Clearing your web browsers cache
- Security & Anti-Virus programs
- Device storage & reset
- There may be a network outage or planned maintenance affecting your service - you can check that here.
- Log in to MyAccount to make sure your service hasn't been restricted or terminated due to a missed payment or incorrect card details.
- Make sure no cables are damaged, and all cables are connected correctly - you may need to unplug and then plug in the cables again. It's always best to try an alternate ethernet cable where possible, to make sure this isn't the issue.
- Test an alternate device, like another PC, laptop, or gaming console to make sure the issue isn't with your particular device.
Once you have confirmed everything is set up as it should be, let's reset the power on the modem.
Halo Modem Wi-fi Hub +
Power reset your modem by turning it off, waiting for 5 seconds, and then turning it back on again. It may take 2-3 minutes to reconnect. Once you are back online, perform a speed test here, and check if the issue has been resolved.
If you're using your own modem, in most cases, the power button will be on the top or back of the unit. Once you've located it follow the instructions above to reboot the power (or reset) your modem.
Resetting your modem & nbn™ equipment
If you have an nbn™ connection box, let's try resetting it and refreshing the connection. If you don't have an nbn™ connection box (i.e. your nbn™ connection type is Fibre to the Node/Building, Fibre to the Curb, or ADSL), try this instead.
- Locate the reset button on your nbn box (it may be on the back, front, or on the underside)
- Using a pin, paperclip, or small object, press the reset button in for 15 seconds, until the lights on the front of the box go off
- We'll need to wait around 3-5 minutes for the NBN box to reconnect. Once it's back up and running, rerun a speed test to see if this has resolved the issue.
- Perform the same reset on your MyRepublic modem, and then rerun a speed test to see if this has fixed the issue.
Let's connect your PC/Laptop directly to your NBN box
This will help us diagnose if the issue relates to your modem.
- Plug a single ethernet cable directly from your device (e.g. laptop/ PC) into the UNI-D port your service connects to on the nbn™ Box
- Make sure your modem is no longer connected to either your device, or the nbn™ box, and you are able to connect to a webpage.
- Wait a few moments, and rerun a speed test to see if this has resolved the issue
- If your speeds improve when performing this step, there may be a problem with your modem - if you're using a MyRepublic modem, you can connect with our team via Live Chat to organise a replacement where required.
Testing an alternative phone socket
If your connection type is Fibre to the Node/Building, Fibre to the Curb, or ADSL, it's always best to move your modem's connection to a different phone socket (if available) for testing speeds. Move your equipment to each phone socket in your home and run a speed test to see if the issue is resolved. You should also try an alternative phone cable where possible, and remove any filters or splitters that might be part of your connection.
Checking for programs running on your device(s)
Aside from your internet browser, please check if you have any programs that are accessing the internet and are open or running in the background, such as -
- Gaming applications or a Gaming console updating software
- File-Sharing / P2P applications / Torrent applications
- Social networking applications
- Online chat applications (Skype etc.)
- Software Updates
If you find an application is accessing the internet, please completely exit it, and run another speed test to check if this has fixed the issue.
Clearing your web browsers cache
Cache is stored or 'learned' data your device keeps, so every time you load a webpage, you don't have to download pictures and information every time you visit it. Sometimes having a large cache can affect the performance of the browser itself, which may cause slow speeds.
After you have cleared the cache, run another speed test to check if this has fixed the issue.
Security and Anti-Virus programs
If you have a security or anti-virus program with an inbuilt firewall enabled, please disable the program/firewall for testing purposes. You can find out how to do this via the help menu in the program. Wait for 30 seconds, then run another speed test to check if this has resolved the issue.
If this has fixed your speed issues, your firewall/security program is slowing down your connection speed. Please contact the software manufacturer for assistance with reconfiguring your firewall/security suite to optimise connection speed.
Device storage & reset
If your hard drive is approaching its capacity or you have too many programs running, it could be affecting your device's browsing performance.
Try restarting your device to end all unnecessary programs running, or free up disk space if you’re close to capacity.
Once your device is back online, run another speed test to check if this has fixed the issue.