Slow Speeds / Dropouts: DSL Broadband

These troubleshooting steps may help if your DSL internet connection is experiencing slow speeds/dropouts.

Before you start, check our Network Outages map for any outages affecting your area.

Step 1: Reduce simultaneous internet usage

Reduce simultaneous internet usage across all devices connected to your network. This might include:

  • Video and music streaming (including streaming via digital set top boxes)
  • Downloading/uploading large files
  • Torrent services
  • Background usage such as automated backups or synchronisation

If your internet connection is still running slowly or dropping out, go to the next step.

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Step 2: Restart your modem

Remove the power cable from the back of your modem for 60 seconds, then plug it back in.

After approximately 2 minutes the lights on the modem should settle into a stable pattern.

If restarting your modem didn’t work, go to the next step.

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Step 3: Check your device & WiFi

Device

If multiple devices are affected, skip to the next step. If only one device has slow internet, try the following:

  • Restart the device
  • Close any unnecessary programs and browser windows
  • Disable any browser extensions
  • Make sure your browser and operating system are up-to-date
  • Check if your device storage is approaching full capacity, which may affect its processing speed

If your device’s connection is still slow or dropping out, check whether your antivirus or security program may be affecting it.

  1. Turn off your firewall/security program

  2. Test your internet speed

  3. Turn your firewall/security program back on

If your internet speed improved when you turned off your firewall or antivirus program, you have identified that the security settings are slowing down your connection. Do not leave your security settings turned off. Instead, contact the software manufacturer for help to reconfigure your firewall/security program to improve internet speed.

WiFi

To test whether your WiFi is causing the problem, use an ethernet cable to connect your computer directly to your modem.

If the dropouts stop, you have identified that your WiFi is the source of the problem.  Click here for help to optimise your WiFi setup.

If you are still experiencing slow speeds or dropouts, go to the next step.

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Step 4: Check your line filters

Check that all telecommunication devices connected in your property have an ADSL line filter installed. If you have Naked Broadband, you can skip this step.

ADSL2+ LINE FILTER

The line filter must be connected to the wall socket and the device must be connected to the appropriate filter socket. Consult your device manual if you need help to identify the correct socket for the device.

Devices requiring a filter include:

  • Phones (including cordless phones)
  • Answering machines
  • Printers with fax capabilities
  • Pay TV set top boxes
  • Back to base alarms
  • eftpos machines

After you have checked your wiring, test your internet connection. If you still experience slow speed or dropouts, go to the next step.

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Step 5: Check your modem’s cables
  • If your modem is plugged into a power board, disconnect the power board and plug the modem directly into the wall socket
  • Check the cable connecting the modem to the line filter is in good condition. If the cable is over 4m long, use a shorter cable

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Further Help
Contact us and we'll help you out.

Please contact Technical Support on 13 13 44
(open 24/7)

Before you get in touch, please make sure your computer is connected to your modem via ethernet cable. This will help us as we conduct our own troubleshooting.

When you call, advise the technician what troubleshooting you have done. Keep in mind we may ask you to repeat some of the troubleshooting steps.

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