Troubleshooting FTTH for Speed Issues

If your iiNet FTTH (OptiComm or Redtrain) service is running slowly, these steps will help you identify the issue.

Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
Locate your modem and ensure that it's connected correctly, with cables in good condition and plugged in securely. Replace any damaged cables.
Find 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 outdoor cabinet on an exterior wall of the premises. Examples of connection boxes can be found here.
Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
Note: If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
Turn off the power outlet for your modem for at least 10 seconds.
Turn both the Connection Box and the modem back on and wait for the modem lights to settle, then run a speed test.
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.
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, then run a speed test.
If your speed has improved on a single device, you may need to upgrade your nbn plan to provide the bandwidth necessary to support more programs and/or devices. You can change your plan in Toolbox or call us on 13 19 17 to discuss.
Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them. Replace any damaged cables.
Note: Older Cat5 Ethernet cables are not recommended for FTTH services.
Perform a scan on your antivirus/anti-malware software. 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.
If you still have speed issues, please call us on 13 22 58 for further assistance.