Gathering diagnostics for an nbn® speed issue

This article will walk you through how to gather diagnostics for an nbn speed fault. We may ask you to complete these steps when you contact us about a speed issue with your nbn service.

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

1. Testing must be performed on two different devices that are plugged into any of the LAN ports on your modem.
   
2. Make sure that no additional devices are connected to your network while you're running the test. Close any background applications such as file sharing, iCloud, One-drive, Dropbox or operating system updates, or wait until they're complete.
3. Open your web browser and run a speed test.
4. Once the test has completed, copy the Result ID number shown above the test results.
5. 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)

6. 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.
7. Once you have all the test results, please email them to support@iinet.net.au and include your iiNet username or Customer ID in the email subject line.
    
   We'll contact you if we need more info.