We're sorry to hear that you've been having issues with your unlimited broadband connection. There are a lot of factors that can contribute to a slow internet connection. In many cases, it’s something quick and easy you can sort with your equipment.
The most common causes of slow internet are:
Naturally, using a direct ethernet cable will always give you the best internet connection. If you can, we recommend using an ethernet cable. It's normal for speeds over a wireless connection to naturally be slower. To eliminate the wireless (distance) factor, try connecting to the Wi-Fi while being in close proximity to the modem. If the speeds seem to be fine, then the modem needs to be relocated to a more central location in the home.
If you notice that your internet gets slow on one device, or in a particular room of your house it may be due to a poor wireless signal. The best way to eliminate wireless signal issues is to connect up to your modem via an Ethernet cable, as this won’t be affected by distance or signal issues at all, and is much more reliable.
If you notice that even when you connect via Ethernet that you still run into speed issues, it’s likely that there’s something else causing the issue. An isolation test will be the final step for troubleshooting this issue.
An isolation test checks if you have a faulty jack point within your home. You simply move your modem around the house connecting it to different jack points and test the connection strength. If you find that you get better speeds at a different jack point compared to the initial one you were using, this means that the first jack point could be faulty or there is an issue with your internal wiring. If you’d like, we can arrange for a technician to visit your address to resolve any possible internal wiring issues. However, there will be a fee for this technician visit (usually $199). Alternatively, an electrician may be able to repair internal wiring for you. We’d recommend using the jack point which gives the best speeds.
If after trying all jack points you still find that speeds are lower than expected, chat with us. Our care team is available 8am-7pm Monday to Friday, and 9am-5pm on weekends and public holidays.