Why is my internet slow?

There are many reasons your Internet connection might appear slow. It could be a problem with your modem or router, Wi-Fi signal, signal strength on your cable line, devices on your network saturating your bandwidth, or even a slow server you are requesting data from. These troubleshooting steps will help you pin down the cause.

Step 1 - Try a Direct Ethernet Connection

Connect your computer or Laptop directly to the router using an Ethernet cable as this will help rule out any Wi-Fi related issues that might be affecting your speed.
Once connected with a networking cable run a speed test, this is the most important step as the network carrier and your Internet Service Provider will only be able to assure speeds to this point but may assist you getting the most out of your home network and WiFi.

If you still find you are having speed issues, please read the below to help diagnose what could be the cause.

Step 2 - Monitor Your Speed Test Results

Take note of any patterns or trends in your speed test results over the next 24-48 hours. Are there any times when your speeds are better or worse than usual?
This information can be helpful in identifying potential issues with upstream providers as we will need this information to escalate a fault on your behalf.

Step 3 - Narrow Down the Problem with Multiple Websites and Devices

If your speed test confirms your internet is slow, you should try connecting to multiple websites and using multiple devices in your home if your Internet connection is slow. If the slowness is just with one website, it's probably that website's problem not your internet's. There's not really anything you can do about this except wait for the people in charge of the website to fix it.

Narrowing down where the problem lies will help you fix it. Does the slowness just happen on one computer, or all your devices? If it's just one computer, you know the solution probably lies there. You may just have to reboot the computer, or you may need to perform a malware scan with your preferred antivirus to check that everything is fine. If the slowness happens on multiple devices, multiple computers, for example, or your computer and your phone then it may be a network problem, and you'll have to go to your router.

Step 4 - Reboot Your Modem and Router

Like computers, modems and routers sometimes get stuck in a bad, slow, overloaded state. This problem can be fixed with a reboot. If you haven't rebooted your router and modem in a while, you should do it now.
If you have a combined modem/router unit, you may just have one device to reboot. To reboot, unplug each from the respective power outlets for ten seconds before plugging them back in. It may take a few minutes for your modem to reconnect to your Internet service provider and bring your Internet connection online, so be patient. Check if your speed improves after the reboots.

If none of the above steps improve your speeds, it may be worth exploring new or different hardware options. Before making a purchase, you can borrow a modem/router from a friend or try testing a different one to see if that resolves the issue.

Step 5 - Improve Your Wi-Fi Signal

It's possible your internet is fine, but your Wi-Fi which connects you to the internet is having signal problems. A bad Wi-Fi connection can seem like an Internet connection problem, especially since it can affect all the devices in your home. There are quite a few reasons you may have a bad Wi-Fi signal. The airwaves could be congested with too many devices nearby, especially if you're using 2.4 GHz and not 5 GHz, which can support a lot more devices. This is a particularly common problem in denser urban areas for example, if you live in an apartment complex with neighbors who have a bunch of wireless routers and other devices.

Like all sufficiently advanced technologies, Wi-Fi can feel like magic. But Wi-Fi isn't magic it's radio waves. A variety of things can interfere with these radio waves, making your wireless connection weaker and more unreliable.

You could also just have a dead zone, something interfering with your Wi-Fi signal, or poor converge throughout your home. Consult this hand guide for speeding up your Wi-Fi and getting a better signal. If you have a larger home or yard and need better Wi-FI coverage, consider getting a mesh Wi-Fi system that provides multiple base stations you can place around your home or property.

Step 6 - Raising a Speed Fault

If you've exhausted all other options and still experience slow speeds, we'll help you raise a fault with our network carrier SUPA Networks. If your reported speeds fail to meet minimum standards, SUPA Networks may send out a technician to investigate and report back to us about the cause if your speeds are below the minimum threshold, we'll strongly advocate on your behalf to ensure your issue is thoroughly investigated. If there are no faults on the line, we'll escalate your case for further consideration.
If you have further concerns or issues please contact our team via phone on 1300 663 222 or by simply responding to this ticket.

**Please note that if you do require a tech call out and the tech does find the issue to be on your equipment such as router, WiFi or PC a fee will occur for the call out but we will consult with you before deciding to send a technician to your home.**