Slow internet does not always mean there is a fault with your fibre line.

Wi-Fi coverage, connected devices, background downloads, older equipment and the device being tested can all affect the speed you experience. Work through the checks below to identify where the slowdown is occurring.

Step 1: Check whether the problem affects every device

Test the connection on more than one phone, computer or television.

Ask:

• Is every device slow?
• Is only one device affected?
• Are devices close to the router working better?
• Is the problem limited to one website or application?
• Does the connection improve at a different time of day?

If only one device is slow, the issue is more likely to be with that device rather than the fibre service.

Restart the affected device and make sure its operating system, browser and network drivers are up-to-date.

Step 2: Restart your equipment

Restarting the router and fibre device can clear temporary connection problems.

1. Switch off the router and fibre device.
2. Leave both devices off for approximately 60 seconds.
3. Switch the fibre device back on first.
4. Wait two to three minutes for its lights to stabilise.
5. Switch the router back on.
6. Allow another two to three minutes before testing again.

Important: Do not press the reset button. A factory reset can remove the router configuration and leave the service offline.

Step 3: Check for heavy internet usage

Your available bandwidth is shared between all connected devices.

Speeds may be affected by:

• Video streaming
• Large downloads
• Cloud backups
• Software or game updates
• Security-camera uploads
• Video calls
• Multiple users working or studying online
• Devices downloading updates in the background

Pause unnecessary downloads and disconnect devices that are not currently needed. Then test the connection again.

If your household or business regularly uses more bandwidth than the package can provide, a faster package may be appropriate.

Step 4: Move closer to the router

Wi-Fi becomes weaker as you move farther from the router.

Walls, floors, cupboards, mirrors and large metal objects can reduce the signal. Test from the same room as the router, preferably within a few metres and with a clear line of sight.

If the speed is good near the router but poor elsewhere, the fibre line is probably working correctly. The issue is more likely related to Wi-Fi coverage.

Step 5: Check which Wi-Fi network you are using

Many routers provide both 2.4 GHz and 5 GHz Wi-Fi.

2.4 GHz Wi-Fi

• Usually reaches farther
• Passes through walls more effectively
• Is more vulnerable to interference
• Generally provides lower speeds

5 GHz Wi-Fi

• Usually provides higher speeds
• Is better for speed testing near the router
• Has a shorter range
• Is affected more by walls and distance

Where your router displays separate network names, connect to the 5 GHz network when testing close to the router.

Step 6: Perform a proper speed test

For the most accurate result:

1. Connect a suitable computer directly to the router using an Ethernet cable.
2. Disconnect from Wi-Fi on that computer.
3. Pause downloads, streaming and cloud backups.
4. Make sure other users are not heavily using the connection.
5. Run more than one speed test.
6. Record the download speed, upload speed and latency.

A Wi-Fi speed test measures the combined performance of the fibre service, router, wireless signal and testing device. It does not isolate the fibre line.

See How do I perform an accurate internet speed test? for detailed instructions.

Step 7: Check your Ethernet equipment

For packages above 100 Mbps, every part of the wired connection must support Gigabit Ethernet.

Check that:

• The computer has a Gigabit Ethernet port
• The router’s ports support Gigabit Ethernet
• The cable is Cat5e or better
• The connection speed is not limited to 100 Mbps
• There are no damaged connectors or cables

A device connected at 100 Mbps will normally test below 100 Mbps, even if the fibre package is faster.

Step 8: Consider the limitations of the testing device

Older phones, laptops and network adapters may not support the full speed of a fast fibre package.

Performance may also be reduced by:

• A weak Wi-Fi adapter
• Power-saving settings
• Antivirus scanning
• VPN software
• Browser extensions
• High processor usage
• Older Ethernet hardware

Where possible, compare results using a second, modern device.

Step 9: Check for wireless interference

Other Wi-Fi networks and household equipment can interfere with your connection.

Possible sources include:

• Neighbouring Wi-Fi networks
• Microwave ovens
• Bluetooth devices
• Wireless cameras
• Cordless phones
• Thick walls
• Metal structures
• Poor router placement

If the problem only occurs over Wi-Fi, see What is wireless interference and how can I reduce it?

When should I contact PacketSky?

Log a support ticket if:

• Wired tests are consistently well below the expected speed
• Every device is affected
• The service frequently disconnects
• The fibre device shows a warning light
• The problem continues after restarting the equipment

Include:

• At least two wired speed-test results
• The time and date of each test
• The device used
• Photographs of the router and fibre-device lights
• Details of any recent power failure or equipment change

Submit the information through the PacketSky Customer Portal.