Internet is slow or keeps dropping out
The goal here is to work out whether the fault is the wireless network, the local network, or the internet service itself. Two speed tests answer that in a couple of minutes and save us a site visit.
Step-by-step troubleshooting
- 1
Run a speed test on a cable
If your computer or dock has a network port, plug into the wall and run a speed test. Note the download, upload and latency figures along with the time of day.
- 2
Run the same test on Wi-Fi
Disconnect the cable, reconnect to Wi-Fi in the same spot and repeat. If cable is healthy and Wi-Fi is not, this is a wireless coverage or interference problem, not an internet fault.
- 3
Check who else is affected
Ask a colleague on the same site to test. Everyone affected points to the service or the router; only you points at your device, cable, dock or wireless position.
- 4
Look for something hogging the line
Large uploads, cloud backups, file syncs, software updates and video streaming will flatten a link. Pause them and retest before assuming a fault.
- 5
Restart the modem and router
Power both off at the wall, wait 30 seconds, power the modem on first and wait until its lights settle, then power the router on. Allow five minutes before testing again.
- 6
Note when the problem started
Write down the time it began, whether it is constant or comes in bursts, and anything that changed — new equipment, a power outage, storms or building works nearby.
Contact us straight away if…
- The whole site has no internet at all — phone us, that is treated as urgent.
- The service drops repeatedly through the day even on a cable.
- Speeds are far below the plan you pay for on a cabled test.
Include this in your ticket
- Speed test results on cable and Wi-Fi, with the time taken
- Whether one person or the whole site is affected
- The site address and which room or area is worst
- Modem and router make, model and light status
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
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