Slow Speeds/Dropouts: Mobile Broadband Troubleshooting

If you're experiencing internet slow speeds or dropouts with your Optus Mobile Broadband, there are a number of tests you can run to determine what's wrong and try to resolve the problem.

Select an option to proceed

I need help in troubleshooting...


 

Slow Speeds

Do you get either a green light on your USB modem or does it say GPRS on your Optus dashboard?

Click for Yes
Click for No

 

 

 

If you have a solid green light on your modem or it says GPRS on your Optus dashboard it would seem you are connected to the 2G network which will give you slower speeds.

Try these steps to change your settings to use 3G/4G only, as this may resolve the issue.

1. Ensure you are not connected, then within the Optus software go to Tools > Options > Network.
2. Change your network type to WCDMA only, Press Apply Go to Registration mode at the top of the Optus screen.
3. Change to Manual Network Selection and press Refresh.
4. Once the search has completed you should see Optus 3G in the search results.
5. Highlight Optus 3G/4G and press Register, then press OK.

Reconnect, and test your connection, did this fix the slow speeds?

Click for Yes
Click for No

We’re glad this fixed the issue.

Please try shutting down the Optus Mobile Broadband software, unplugging the USB modem for ten seconds and then plugging it back into your computer. After 2-3 minutes try to connect again, this process is called power cycling your modem.

Did this resolve the issue?

Click for Yes
Click for No

We’re glad this resolved the issue, your modem may just have needed to be refreshed. Power cycling is one of the first steps you can try if you have any connection issues in the future.

Thanks for trying to troubleshoot the problem, looks like we will need to look into it with you, please contact Technical Support on 13 13 44 (Open 24/7) for assistance.

Please try shutting down the Optus Mobile Broadband software, unplugging the USB modem for ten seconds and then plugging it back into your computer. After 2-3 minutes try to connect again, this process is called power cycling your modem.

Did this resolve the issue?

Click for Yes
Click for No

We’re glad this resolved the issue, your modem may just have needed to be refreshed. Power cycling is one of the first steps you can try if you have any connection issues in the future.

Try these steps to change your settings to use 3G/4G only, as this may resolve the issue.

1. Ensure you are not connected, then within the Optus software go to Tools > Options > Network.
2. Change your network type to WCDMA only, Press Apply Go to Registration mode at the top of the Optus screen.
3. Change to Manual Network Selection and press Refresh.
4. Once the search has completed you should see Optus 3G in the search results.
5. Highlight Optus 3G/4G and press Register, then press OK.

Reconnect, and test your connection, did this fix the issue?

Click for Yes
Click for No

We’re glad this resolved the issue.

Thanks for trying to troubleshoot the problem, looks like we will need to look into it with you, please contact Technical Support on 13 13 44 (Open 24/7) for assistance.

Dropouts

Please try shutting down the Optus Mobile Broadband software, unplugging the USB modem for ten seconds and then plugging it back into your computer. After 2-3 minutes try to connect again, this process is called power cycling your modem.

Did this resolve the issue?

Click for Yes
Click for No

We’re glad this resolved the issue, your modem may just have needed to be refreshed. Power cycling is one of the first steps you can try if you have any connection issues in the future.

Try these steps to change your settings to use 3G/4G only, as this may resolve the issue.

1. Ensure you are not connected, then within the Optus software go to Tools > Options > Network.
2. Change your network type to WCDMA only, Press Apply Go to Registration mode at the top of the Optus screen.
3. Change to Manual Network Selection and press Refresh.
4. Once the search has completed you should see Optus 3G in the search results.
5. Highlight Optus 3G/4G and press Register, then press OK.

Reconnect, and test your connection, did this fix the slow speeds?

Click for Yes
Click for No

We’re glad this resolved the issue.

Thanks for trying to troubleshoot the problem, looks like we will need to look into it with you, please contact Technical Support on 13 13 44 (Open 24/7) for assistance.