Troubleshooting FTTH for Speed Issues

This guide applies to non-NBN™ Fibre to the Home (FTTH) services such as OptiComm or RedTrain.

 

  1. Visit our Network Status page to see any known issues in your area that may be affecting your service speed.
  2. 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. Examples can be found in the appendix of this guide.
  3. Locate the Connection Box's power button or electrical outlet and turn it off for at least 10 seconds.
    Note: If an outdoor Connection Box has no apparent power button or switch, skip this step.
  4. Turn off your modem and leave it off for at least 10 seconds.
  5. Turn your Connection Box and/or modem back on and await for the modem lights to settle.
  6. Run a speed test.
  7. If you're testing your speed on a device connected to your modem via WiFi, stand next to your modem  and to run a speed test to rule out any WiFi signal issues.
  8. 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.
    Modem barcode sticker example 5GHz WiFi
  9. 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.
  10. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  11. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  12. On the device you are testing, close all programs that are using your broadband connection.
  13. Run a speed test.
  14. 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.
  15. Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
  16. 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.
  17. Any damaged or outdated cables should be replaced.
  18. Run a speed test.
  19. Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
  20. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
  21. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  22. Call us on 13 22 58 for further assistance.

Appendix - FTTH Connection Box examples

ALLOPTIC home 4000

ALLOPTIC home 4000

NEC ME200

NEC ME200

Huawei HG8247

Huawei HG8247

Dasan H690R

Dasan H690R