How to Troubleshoot NBN Speed Issues

Experiencing slower-than-expected Internet speeds can be a frustrating experience. You just want to play that game, get some work done, or catch up on your Netflix, but you're finding that you actually have time to make a coffee while waiting for these things to load.

You can certainly contact SpinTel via the support page to get some help, but there are some quick and easy things you can also do yourself first to address some of the symptoms that will solve the problem in many cases.

Symptom #1: The setup just isn't right

It may well be that your modem/router just isn't up to the task, or something else in the set-up and equipment isn't working right. Checking this just takes a couple of steps:

  1. First, run a speed test of your Internet when wireless, and then also when connected directly to the modem/router via an ethernet cable. If the wireless connection is significantly slower, then there could be something wrong with the set-up.

  1. Place your technology closer to the router to see if that improves your speed over WiFi. Internet speeds drop the further away the modem/router is, so try and get your devices closer (and not blocked by thick walls or other large objects, if possible).

  2. Try signal boosters. These little devices plug into a power socket and then "relay" the signal from the modem/router further into the home, which might be the solution when you can't bring the technology to the modem/router.

  3. Try a new modem/router.This is especially true if your modem/router is a few years old, it may no longer be up for the task due to wear and tear.

Symptom #2: Network congestion

If you're using the Internet at 'peak' periods, this might be the cause of the slow speeds you're experiencing. You can test this quite simply.

1)     Run a speed test during peak hours (7pm - 11pm), and then on off-peak times. You can expect a drop in speed for most Internet connections during peak periods (usually advertised as typical evening speeds), and so, if you're finding the Internet to be slow, and running normally during the off-peak times, then this is the likely cause of the disruption.

2)     If you're not happy with this drop, consider a change of provider. While SpinTel is one of Australia's fastest evening speeds providers, some other RSPs have bigger evening drops as a cost-saving effort. Switching to an RSP like SpinTel can boost that performance to the level you need.

Symptom #3: Inadequate NBN plan

Another reason might be as simple as the Internet plan that you're signed up for not being enough for what you use it for.

  1. Calculate the amount of Internet use that you actually need. You can work this out by tallying up how the entire household uses the Internet at the busiest times, and then using a bandwidth calculator to work out the total minimum recommended speed. Then run a speed test when the Internet slows down (during peak evening times) to see if the speeds you're getting are too low to meet that need.

  2. Consider upgrading your plan then. Internet plans on the nbn™ range from offering a download speed of 12 Mbps (really only designed for a single person with minimal data needs), up to 1000 Mbps for the power users. It is generally recommended that a family of four, each with their own Internet consumption needs but nothing too overly strenuous, will want a download speed of 50 Mbps - remembering to take into account the drop for evening speeds.

A couple of other quick tips to keep in mind

If you're still stumped for why your Internet speeds might be slow, there are a few more little tricks to try before contacting support for more in-depth tech diagnostics:

  1. Try changing the password on your modem/router. If an unwanted 'guest' has figured out your password then they might be enjoying a free Internet service, at your expense, because they'll be syphoning off some of that precious bandwidth.

  2. Run an antivirus and anti-malware check. If your computers have been infected with viruses they can start to chew up a lot of bandwidth and data.

  3. Also check your upload speeds. nbn™ plans are generally sold asymmetrically - the download speeds are much faster than the upload speeds. If the slow Internet that you're experiencing has to do with video calls, streams, and the like, then the likely cause is the upload speeds rather than the download.

Fix your Internet with SpinTel

Generally speaking, you'll be able to learn a lot about the issue that you're having by running the SpinTel speed test first. If, after checking that you're not getting the speeds that you think you should be, you still can't determine the cause of the slowdown, then the SpinTel support team stands ready to help you. Contact us today.


Our friendly gurus are ready and waiting to help you choose the best plan for you.