Troubleshooting FTTH for Speed Issues

Please follow the steps below and proceed to next step if the issue persists. These steps can be used for non-NBN™ Fibre to the Home (FTTH) services such as OptiComm or RedTrain.

Step 1) Check network status

  • Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  • If there are no event notices, proceed to next step.

Step 2) Restart your equipment

  • Locate your FTTH Connection Box. This is commonly installed indoors on the inside of an outer wall of the premises, sometimes in the garage. Some older installations may be in an outdoors cabinet on an exterior wall.
  • Locate the Connection Box's power button or switch and turn it off for at least 60 seconds. Note: If an outdoor Connection Box has no apparent power button or switch, skip this step and restart your modem only.
  • Turn off your modem and leave it off for at least 60 seconds.
  • Turn your Connection Box and/or modem back on and allow them to reboot (wait for the modem lights to settle into a stable pattern).
  • Run a speed test.

Step 4) Check your WiFi signal and switch to 5GHz WiFi

  • If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem to rule out any WiFi signal issues.
  • Run a speed test.
  • Connect to your modem’s 5GHz WiFi instead of the slower 2.4GHz WiFi network. If your modem has 5GHz WiFi, you’ll find the default 5GHz WiFi name and password on its barcode sticker (example below).
  • If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
Modem barcode sticker example 5GHz WiFi

Step 4) Check speed on a single device

  • Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  • Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  • On the device you are testing, close all programs that are using your broadband connection.
  • Run a speed test.
  • If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.

Step 5) Check your cables

  • Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
  • The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
  • Any damaged or outdated cables should be replaced.
  • Run a speed test.

Step 6) Check antivirus and firewalls

  • Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
  • If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  • Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.

Step 7) Call us on 13 22 58 for further assistance