Troubleshooting nbn FTTP for speed issues
If your nbn FTTP service is running slowly, these steps will help you identify the issue.
- Check your address on nbn®'s Network status and outages page or visit our Network Status page to see if there are any known issues in your area that may be affecting your nbn service speed.
- Log in to Toolbox and run an nbn service test. We'll contact you if a fault is detected.
- Turn off your modem and leave it off for at least 10 seconds.
- Turn your modem back on and wait for the modem lights to settle.
- 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.
- Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
- Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
- If you are testing on a device connected via Ethernet cable, unplug it from your modem and plug it into the active UNI-D port on your nbn Connection Box. The most common active port is UNI-D1:
- 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 nbn 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, and the nbn service test did not detect a fault, please call us on 13 22 58 for further assistance.