Troubleshooting Home Wireless Broadband Speed Issues

  1. Turn off your modem and leave it off for at least 10 seconds.
  2. Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
     
    Smart Modem Gateway lights

     
  3. If your modem's 4G light is red, move your modem to another location, ideally near a window and away from direct sunlight.
  4. If you're testing your speed on a WiFi device, stand next to your modem and run a speed test to rule out any WiFi signal issues.
     
    Please note: Your modem will automatically connect your devices to the best available WiFi network (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi.
  5. 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.
  6. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
  7. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
  8. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
  9. If your speed has improved on a single device, you may need to reduce the number of devices and/or programs running simultaneously on your home network.
     
    Please note: If you need more bandwidth to support more programs and/or devices, you may need to switch to an alternative broadband product. Please call us on 13 19 60 to discuss.
  10. 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.
  11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
  12. If you still experience speed issues, please call us on 1300 786 068 for further assistance.

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