Troubleshooting slow internet speeds

Quick Checks to Do First

1. Test your speed – visit Speedtest and note the result.
2. Restart your router/modem – unplug for 30 seconds, then plug back in. See How to restart router/modem for detailed steps.
3. Check if it’s just one device or the whole network – test on a phone or another device. If only one device is slow, see How to connect to Wi‑Fi for troubleshooting. If multiple devices are slow, proceed to the detailed solutions below.
4. Check for downloads or updates – ensure no background downloads or OS updates are running. If you suspect Windows updates, follow How to update Windows.
5. Verify ISP service status – check your provider’s outage page or service alerts before proceeding.

Detailed Solutions

Step 1: Test Your Internet Speed

1. Open your browser and go to https://www.speedtest.net.
2. Click Go or Start.
3. Note the download and upload speeds.
4. Compare the results to the speed you’re paying for (e.g., 100 Mbps).

Step 2: Restart Your Router/Modem

1. Unplug the power cable from the router/modem.
2. Wait 30 seconds.
3. Plug the power cable back in.
4. Allow 2–3 minutes for the device to fully restart.
5. Test your speed again.

Step 3: Check for Bandwidth Hogs

Identify applications or devices consuming excessive bandwidth.

• On Windows, press Ctrl + Shift + Esc to open Task Manager, then select the Network tab.
• On macOS, open Activity Monitor and view the Network tab.
• On mobile devices, check the data usage settings for each app.
• Pause or close heavy downloads, updates, or streaming sessions.

Step 4: Check Wi‑Fi Signal (If Wireless)

1. Look at the Wi‑Fi icon in your taskbar (or system tray) to see the signal strength.
2. Four bars indicate a strong signal; fewer bars may require you to move closer to the router.
3. Reduce interference by keeping the router away from metal objects and cordless phones.
4. If possible, try a wired Ethernet connection.

Step 5: Update Network Drivers

1. Windows: Press Win + X and select Device Manager. Expand Network adapters. Right-click your Wi‑Fi adapter and select Update driver. Repeat for the Ethernet adapter if present.
2. macOS: Network drivers are typically updated via system updates. Open System Settings (macOS Ventura or later) or System Preferences (macOS Monterey or earlier), select General or Software Update, and install any available updates.
3. If Windows cannot find a newer driver, visit your PC or network adapter manufacturer’s support website to download and install the latest driver manually.
4. Restart your computer after updating.

Step 6: Update Router Firmware (Advanced)

Outdated router firmware can cause speed-related bugs.

1. Log into your router’s web interface. Common gateway addresses include 192.168.0.1, 192.168.1.1, 192.168.1.254, or 10.0.0.1. You can also check the sticker on your router or run ipconfig in Command Prompt to find the Default Gateway.
2. Locate the firmware or system update section.
3. Follow the manufacturer’s instructions to download and install the latest firmware.
4. After the update, reboot the router and test your speed again.

Step 7: Change Wi‑Fi Channel (Advanced)

1. Access your router settings (as described in Step 6).
2. Navigate to the Wi‑Fi settings page.
3. For 2.4 GHz networks, change the channel from Auto to a fixed channel such as 1, 6, or 11.
4. For 5 GHz or 6 GHz bands, select a channel with less interference and consider adjusting channel width (20/40/80 MHz).
5. Avoid DFS channels if you experience radar interference or frequent disconnects.
6. Save the changes, then test speeds on each channel to find the best performance.

Step 8: Reset Network Settings

1. Windows: Press Win + I to open Settings, then go to Network & internet → Advanced network settings → Network reset. Click Network reset and follow the prompts.
2. macOS: Open System Settings (macOS Ventura or later) or System Preferences (macOS Monterey or earlier), select Network, click Advanced, and remove all saved Wi‑Fi networks. Restart your Mac afterwards.
3. Restart your PC when the reset is complete.
4. Reconnect to your Wi‑Fi network using How to connect to Wi‑Fi.

Step 9: Test at Different Times of Day

1. Run speed tests during off-peak hours (e.g., mid-morning) and peak hours (e.g., 7 PM–11 PM).
2. Compare the results to identify if network congestion during peak times is causing slow speeds.

Step 10: Check for Malware and Cloud Sync

1. Scan your device for malware, as some malicious software can consume bandwidth in the background.
2. Check if cloud sync services like OneDrive, Google Drive, or Dropbox are uploading or downloading large files.
3. Pause these services temporarily and re-test your speed.

Step 11: Configure QoS or Device Prioritisation

If multiple users share your network, Quality of Service (QoS) settings can help prioritise important traffic.

1. Log into your router’s web interface.
2. Locate the QoS or Device Prioritisation settings.
3. Assign higher priority to devices used for work or video conferencing.
4. Save the settings and monitor performance.

Step 12: Check NBN Connection Box (NTD) Lights

If your business uses FTTP, FTTC, HFC, or Fixed Wireless, check the indicator lights on your NBN connection box (NTD).

1. Locate the NBN connection box installed at your premises.
2. Check the Power, Optical (or DSL/Cable), and UNI-D lights.
3. Refer to your NBN provider’s light-status guide. A solid light usually indicates a healthy connection; flashing or off lights may indicate a line fault.
4. If any critical light is off or flashing red, contact your ISP.

Step 13: Wi‑Fi Extenders, Mesh Systems, and Ethernet Cabling

For larger small business premises, Wi‑Fi signal may not reach all work areas effectively.

• Consider installing a mesh Wi‑Fi system to provide consistent coverage across multiple rooms or floors.
• Use Wi‑Fi extenders only as a temporary solution, as they can reduce overall throughput.
• For critical devices such as desktop PCs, VoIP phones, or servers, run Ethernet cabling directly from the router or switch for the most stable connection.

Step 14: Small Business Network Considerations

• Multiple concurrent users: More employees streaming, downloading, or on video calls simultaneously will reduce available bandwidth per device.
• Guest Wi‑Fi separation: Enable a separate guest network for visitors to prevent guest traffic from impacting business devices.
• Business hours congestion: Slow speeds may occur during peak business hours when staff activity is highest.
• VoIP prioritisation: Use QoS settings to prioritise voice traffic over general web browsing to maintain call quality.
• Static IP impacts: If you use a static IP for remote access or hosting, ensure your router configuration remains intact after any reset.

Australian Context (NBN)

• NBN Technology Types: Speeds can vary depending on your connection type (FTTP, FTTN, FTTB, FTTC, HFC, Fixed Wireless, or Satellite). FTTP generally offers the most consistent speeds, while FTTN and FTTB can be affected by copper line quality and distance from the node.
• Typical Evening Speeds: NBN plans often advertise maximum speeds, but typical evening speeds (7 PM–11 PM) may be lower due to network congestion. For example, an NBN 100 plan might advertise up to 100 Mbps but typically deliver between 50 Mbps and 90 Mbps during busy periods.
• Speed Tiers: Common NBN tiers include NBN 12, NBN 25, NBN 50, NBN 100, NBN 250, and NBN 1000. Choose a tier that matches your business usage, especially if multiple staff are online at once.
• NBN Co vs Retail Service Provider (RSP): NBN Co owns and maintains the physical network infrastructure. Your RSP is the company you pay for your internet plan and is responsible for your account, billing, and first-line support.
• When to contact your ISP: Contact your RSP if you experience consistent speeds well below your plan’s typical evening speed, if your NBN connection box lights indicate a fault, or if internal troubleshooting does not resolve the issue. Your RSP will liaise with NBN Co if a physical line fault is suspected.

When to Contact Your ISP

If you have completed the steps above and speeds remain slow, contact your Retail Service Provider (RSP). Have your speed test results, NBN connection box light status, and a list of affected devices ready.

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