Troubleshooting speed issues

  1. Unplug all devices from every phone socket, including modems, telephones, fax machines, other modems and EFTPOS terminals.
  2. Plug a standard telephone handset (with no filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise or interference. If you do hear noise, or have no dial tone then you will need to contact your phone carrier to have this resolved first.
  3. If you have no phone issues, unplug the telephone handset and instead plug your modem directly into the phone socket (with no filter).
  4. Connect one computer to your modem with an Ethernet cable. If you have any other computers cable-connected to your modem, unplug their Ethernet cables.
  5. Turn off or disconnect any computers or devices connected to your Wi-Fi network.
  6. Run a speed test. If your speeds are faster now, follow the advice below.

If your speeds are still slow, if possible, try using different phone cable and phone socket to plug your modem into.

Run another speed test. If your speeds are faster now, follow the advice below.

If possible, try using a different modem (with no filter) at your house and run another speed test. If a different modem gives you improved speeds, the first modem may be faulty and may need to be replaced.

If a different modem also gives you slow speeds at your house, please call us on 1300 134 638 for further assistance.

If your speeds improve during the troubleshooting

If your speeds go back to normal when you have just one computer connected to your modem, you can start plugging the other equipment back in, piece by piece. Start with any phones or faxes and their line filters.

Wait a minute or two after each device is plugged back in, and then run another speed test.

If your speed suddenly drops, the cable or device you’ve just plugged in is probably affecting your speeds. It may be faulty, or it may just need to be plugged into a line filter.

If your device already has a filter, it may be the filter that is faulty and needs replacing. If possible, try plugging it in with a different filter and check if your speeds improve.

More information

Speed issues can be caused by several things, but two of the most common causes are problems with a modem or damage to your copper phone line. Your speed conditions are unique to your address, so modem testing must be done at your property.

If Mid North Coast Internet lodges a fault for a service when there is no fault, you may be charged an incorrect call-out fee by our wholesaler.

To reduce the risk of this we need to rule out as many other possible causes for your connection issue as we can.

If a different modem suffers the same slow speeds when it's plugged in at your property, then it’s safe to say that your modem isn't faulty.