Fibre Broadband

Slow Fibre speeds

We understand that slow internet speeds can be very frustrating but we need to do some tests to understand where the problem may be.

First, we need to get some testing results to which to compare if your speeds are slow or not.
You will need to run a speed test on your line to establish this.

Speedtest. We suggest using speedtest.net as it gives repeatable results.

Troubleshooting steps to resolve speed issues:

  1. Turn off your fibre router and ONT/CPE (The fibre device on the wall) for a few seconds and then back on again.
  2. Check for a network outage in your area on our Network Status page.
  3. Run a speed test.
    The best way to get the most accurate results would be to connect directly to your Fibre ONT/CPE box on the wall with an ethernet cable connected to your laptop/computer and run the speed test.
  4. Please take screenshots of the speed test results and send them to our support technicians to analyse the data and log a fault on your behalf.

Ensure the most accurate speed test results:

Have only one device on the network

    You need to make sure that the device you are testing is the only device connected on the network. This rules out rogue devices that might be doing an update or caching content as multiple devices share the same bandwidth thus affecting throughput speed.

    Use a LAN cable to test the speed

      Use a LAN/ Ethernet cable for a direct connection to test the speed. You should always get full line speed if your device is the only one on the network and it isn’t using data for something.

      What is the acceptable tolerance

      An acceptable tolerance is ±10% on download and upload speeds according to what the Fibre provider is promising and the package you are on.

      Slow speeds on Vumatel. If you are with Vumatel and experiencing slow speeds, you can read our How to do a speed test for a Vumatel line article.

      Connectivity problems? If you experiencing connectivity issues, please see How to check for a network outage in your area.

      Still have questions? Contact us on any of the platforms below