Troubleshooting 5G Home Broadband for Speed Issues

If your 5G Home Broadband service is running slowly, these steps will help you identify the issue.

1. Turn off your modem for at least 10 seconds.
2. Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
3. If your modem lights indicate a low signal, move your modem to another location. These tips will help you choose a good spot for your modem:
   - A clear, elevated space near a window is ideal.
   - Avoid direct sunlight as this can cause your modem to overheat.
   - Placing the modem on the floor or in a cupboard may cause a weak signal.
   - You don’t have to use the same spot as your old modem for NBN or other broadband services.
   - You can try different spots if your first spot isn’t giving you a strong signal.
   
   Note: If your Signal or 5G lights remain off after rebooting, please call us on 13 22 58 for assistance.
   
   Nokia FastMile 3.2 5G Modem - 5G light off or 1 bar Signal
   Supplied from March 2023
   
   
   Sagemcom 5866 5G Modem - Signal lights 1 bar
   
   
   Nokia FastMile R1 5G Modem - 5G light red or orange
   Note: The Signal Direction light will indicate the direction of the strongest 5G signal.
   
4. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.
5. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
6. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
7. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
8. If your speed has improved on a single device, you may need to reduce the number of devices and/or programs running simultaneously on your home network.
   Note: If you need more bandwidth to support more programs and/or devices, you may need to switch to an alternative broadband product. Please call us on 13 19 17 to discuss.
9. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Older Cat5 Ethernet cables are not recommended for 5G services. Replace any damaged cables.
10. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.
    Note: If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
11. If you still experience speed issues, please call us on 13 22 58 for further assistance.