How to Troubleshoot and Resolve NBN Speed Issues on Your Business Router After a Plan Upgrade

Network & Internet KB-912

Summary

This guide helps you troubleshoot and resolve: How to Troubleshoot and Resolve NBN Speed Issues on Your Business Router After a Plan Upgrade. Follow the steps below to fix the issue.

Quick Tip: Need immediate assistance? 💻 Open a Ticket

Common Causes

Upgrading your NBN plan should provide a noticeable improvement in your business internet speeds. However, if your connection feels slow after an upgrade, the issue is often related to router configuration, hardware compatibility, or physical cabling rather than the NBN service itself. This guide will help you identify and resolve common speed bottlenecks on your business router.

Quick Fix Steps

Restart your NBN Connection Box (NTD) and your business router by unplugging them from the power outlet for 60 seconds.
Connect a laptop directly to the router using an Ethernet cable to rule out Wi-Fi interference.
Run a speed test via a wired connection to determine if the issue is isolated to wireless devices.
Check that no large cloud backups or system updates are running on your office devices.

Detailed Instructions

1. Verify Router Compatibility

NBN speed tiers vary significantly. Older routers may not support the higher throughput of newer plans, particularly those offering 100Mbps or higher. Check your router's specifications to ensure it supports the speed tier you have upgraded to. If your hardware is limited to Fast Ethernet (100Mbps WAN port), it will cap your speeds regardless of your NBN plan.

2. Check Physical Connections

Loose or damaged cabling is a common cause of speed drops. Ensure the following:

The Ethernet cable connecting the NBN Connection Box to the router's WAN port is securely seated.
You are using Cat5e or Cat6 cabling for gigabit speeds; older Cat5 cables may limit performance.
There are no visible kinks or cuts in the cabling running between the wall socket and your equipment.

3. Optimise Wi-Fi Performance

If wired speeds are correct but wireless speeds are slow, the issue is likely local interference or signal strength.

Position the router in a central location, off the floor and away from large metal objects or thick concrete walls.
Switch to the 5GHz band for faster speeds over shorter distances, or 2.4GHz for better range through walls.
Reduce the number of connected devices to test if network congestion is the cause.

For more information on connecting your devices, see our guide on How to connect to Wi-Fi.

4. Review Router Configuration

Log into your router's administration panel (usually via a web browser using the router's gateway IP address). Check for the following settings:

QoS (Quality of Service): If enabled, ensure it is not throttling specific business applications.
Firmware: Check for and install any available updates to improve stability and performance.
Channel Width: Ensure the router is set to use the widest available channel width for your frequency band.

Tip: Always perform speed tests using a wired connection first. Wi-Fi speeds are subject to environmental interference and will rarely match the full speed of your NBN plan.

Caution: Avoid performing a factory reset on your router unless you have your ISP login credentials and network settings backed up, as this will erase all custom configurations.

If you have completed these steps and are still experiencing speeds well below your plan tier, please Open a Ticket with our Brisbane support team for further assistance.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket