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How To Troubleshoot Speed Issues

Testing your broadband speed



To get an accurate picture of what the speed available, you need to:


1. Disconnect or disable any device connected to the modem via LAN or WiFi. This includes any TVs, T-Boxes, AppleTVs, gaming consoles, mobile phones and tablets.


2. Connect one laptop or PC via LAN cable to the modem in default mode, and any additional routers or switches removed.


3. Make sure that there are no programs running other than a web browser. If your computer is running Windows, then please check the system tray for any programs that may be running in the background, including Skype and Drop Box even if they don't appear to be actively connected.


4.Use the following site and select the appropriate server, based on locality. NOTE: Select a Telstra hosted server located in the nearest capital city.  


This is Telstra’s speed testing site which provides privacy to Telstra customers speed test results and is not visible to other Retail Service Provider’s.


Note: This site is currently only available on Computer and is not available over handheld mobile devices.


When testing from mobile devices or other service providers, please use or


What is the difference between Mega bits and Mega bytes?


It has to do with speed verses storage.  It can be confusing, since megabits is abbreviated "Mb" and megabytes is abbreviated "MB".


When talking all things computers most of us refer to megabytes (MB) or more recently gigabytes (GB). E.g. My PC has a 4GB memory card and a 500GB Hard Drive etc.  Storeage is normally measured in bytes.  However when Internet Service Providers talk speeds we use megabits (Mb).


A basic NBN connection is advertised as getting speeds of up to 25Mbps (megabit  per second).  If you measured a download on such a connection using Megabytes per second you would see the service downloading at 3.12MB/s, but you are still getting 25Mbps (megabits per second).


One byte is made up of 8 bits, it just means that you need to be aware of which unit you're using (it which is especially confusing when Tech support keep saying Megabytes as well.)


A byte is a made up of 8 bits (binary digits) and is the most common unit of storage for computers.

A bit, which is a contraction of "binary digit", is the smallest unit of computer data. At their most basic level, computers store and compute data in binary code - 1's and 0's - and a bit is either a 1 or 0.

Kilobits (kbps)
Kilobits, or thousands of bits per second. It is a measure of bandwidth (total information flow over a given time) over a  telecommunications medium.

Megabits (mbps)
Megabits, or millions of bits per second.  It is a measure of bandwidth (total information flow over a given time) on a telecommunications medium.


Very slow speeds could be due to: 


1. Account has been slowed due to late payment or exceeding the monthly download allowance. Customers can check this by logging into then select Account Services then My BigPond from the menu located at the top right of the page. This will show if your account has been slowed and the reason why.


2. If your Ethernet speeds are fine but WiFi is slow it may be due to WiFi Interference which can result in disconnections and poor speeds. The following link provides information on some common causes and general troubleshooting.


The WiFi capabilities do vary across every modem model and you can find this information in the technical specifications.



Troubleshooting specific to:



ADSL Services


As ADSL runs through the phone line, any device connected to any telephone socket can impact the whole service. To make sure you are getting the best out of your service, take a look at these links:


The speed achieved over ADSL (or ADSL2+) is dependent upon a number of factors which includes:

  • Type of network equipment and cabling
  • Length of network cabling between your premises and the ADSL DSLAM
  • Internal cabling and filtering
  • Capabilities of the modem and computer/devices
  • Browser add-ons.
  • The presence of virus' or malware on your devices.
  • Number of devices connected to the modem at the same time
  • If connected via WiFi or LAN cable
  • Which processes are running on each device eg: cloud services, file sharing, virus activity etc.

Due to these factors, there is no guaranteed minimum speed, however speeds below 1 mbps will be investigated if you report this via our Tech Support Team.


A line profile can reduce packet loss which in turn will improve the performance of your service. This can sometimes translate into greater speed. The following link provides more detail and instructions on how customers can manage these settings themselves.




Cable Services 


- Disconnecting both ends of the coaxial cable can help to clean the connectors and improve the signal that the modem receives.


- As Foxtel services can run through this network, try connecting the modem directly to the outlet, without any splitters or Foxtel boxes. If you have more than one outlet, try the modem connected to both. 



Mobile Broadband Services 


- Check the network signal on your device. Move the device near a window or outside to see if the signal improves. In some cases a customer will need an external antenna.


- Check the internal operating temperature of your device and make sure it is in a well ventilated area if it exceeds 40 degrees Celsius. Exceeding this temperature can impact the devices ability to charge as well as general performance.



NBN Services


- Restart the modem and test the speed once it has finished reconnecting.


- Connect your computer directly to the UNI-D port on the NTD and compare the speedtest results. If it has improved, the modem may need to be returned to factory defaults.


If the speed issues continue then contact Tech Support on 1800 TFIBRE (1800 834 273)  Option 3 to organise a modem replacement. 



Velocity Services


- Restart and/or perform a factory reset of the modem and test the speed once it has finished reconnecting.


- Where customers have more than one outlet, try the modem connected directly to the main incoming port on the patch panel.


If the speed issues continue then contact Tech Support on 1800 TFIBRE (1800 834 273)  Option 3 so that this can be investigated further.




If the speed result is unchanged by the above checks


If the checks above do not resolve this issue for you, then please contact our Tech Support Team so that the network can be investigated for any possible faults.



BYO Equipment


If the speed improved once the modem is returned to default settings; or BYO routers and switches are removed from the equation then you should speak with a private computer technician.


Customers also have the option of speaking with our Telstra Platinum Team on 137 587. You can find out more about the service they offer here:

Version history
Revision #:
28 of 28
Last update:
May 2017
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