Gathering diagnostics for an nbn® speed issue

This article will walk you through how to gather diagnostics for an nbn speed fault. One of our friendly Customer Service Representatives may ask you to complete these steps when you contact us to troubleshoot a speed issue with your nbn service.

If you get stuck, please call our Support Team on 13 22 58 and we'll be happy to help.

Select one of the links below to jump to a query:

Testing must be performed on two different devices that are connected according to the following advice:

  • Each device should take turns being plugged into any of the LAN ports on your modem, such as the example below. 
    LAN port example
  1. Make sure that no additional devices are connected to your network while you are running the test. Background applications such as file sharing, iCloud, One-drive, Dropbox or operating system updates should not be running - please close them and/or allow them to complete before gathering diagnostics.
  2. Open your web browser and run a speed test.
  3. Once the test has completed, copy the Result ID number shown above the test results.
  4. In an email to support@iinet.net.au, include the following information:

    Username/Customer ID: (We need either your iiNet internet username or your iiNet Customer ID to identify your account)
    Result link: https://www.speedtest.net/result/<Paste your Result ID number from the speed tests>
    Device: (List the device(s) you used for the speed tests)

  5. Ideally, you should run at least three tests - they only need to be a few minutes apart. Paste the result link from each test into your email once each test is done.
  1. Once you have completed all of the required tests, please send the email containing your speed test results to support@iinet.net.au. We recommend that you include your iiNet broadband username or your iiNet Customer ID in the email's subject line.
  2. Once your test results have been received, we can investigate further.
  3. We'll contact you in the event that we need further information.

Was this information helpful?

Why was it not helpful?

Please select an option





Thank you for your feedback.