This article is targeted towards customers subscribed to either our Residential or Business broadband packages. Business Ethernet customers should contact us if their received speeds are lower than what has been sold.
First of all, please make sure you are testing your speed accurately following this guide.
If you are testing your speed over Wi-Fi, and everyone else is using your connection, and you are using a slow speed test server, then we can't help you until you follow our guide to test your connection more accurately.
Sometimes you may test your connection speed and it's lower than what you are subscribed to. E.g. you are subscribed to our Residential Starter package will provides up to 30 Mb/s down and 1 Mb/s, you may test a lower speed than this.
Speeds are quoted as 'up to'
For our broadband customers, we can't guarantee your speeds, therefore they are quoted as 'up to'. However we do everything we can to ensure that the vast majority of our customers can receive the top speeds for the majority of the time.
Our network is not highly contended and our network doesn't have slow copper that can limit the speed based on the line length.
Our network has been developed with a high capacity and resilient core using many kilometres of fibre, so we do ensure that we can deliver the fastest and subscribed-to speeds to the majority of customers for the majority of the time.
Why's my speed lower then?
If you are following our speed test guide to the letter and making sure you are testing the speed following best practice, and are still finding your speeds are too low, then this may be for a number of reasons:
- for wireless connections: interference
- Perhaps someone or something is interfering with your signal. This may be something that we can resolve through changes on our network, but some cases may be very localised and difficult to resolve.
- for wireless connections: lower signal strength
- Has a tree or branch grown in the way of your dish and our base station. If so, the lower signal strength will have an adverse effect on your Internet speeds.
- Are you on the edge of our network coverage area, or outside of it? If so then your signal could be lower than optimal to allow for the fastest available speeds on the network. A larger wireless dish/transceiver radio can often help improve the signal strength for these long-distance links. Often we will make you aware that you are too far away for the 'optimal' speeds, and in most cases customers are getting such slow and terrible speeds with their previous broadband supplier, than a reasonable improvement with us is acceptable.
- network congestion/contention
- If there a major sporting event or something similar going on, perhaps everyone is trying to download a lot of data at the same time.
- Although we have plenty of capacity for 99% of the time, sometimes there may be occasions when there is too much demand against the supply.
- Something else
- It could be something completely different, and we can investigate if you log a support ticket with us.
What are you going to do about it then?
It depends on what the issue is and whether this is in our control.
For fixed-wirelessly connected customers, if a tree or branch or other obstruction has compromised your signal strength and thus speeds, then this will need to be addressed, usually by yourself. (We maintain our base stations and thus will make sure nothing compromises the signal right in front of this!) There's not a lot more we can do if you don't address the obstruction and it's in your garden, or neighbours.
Unless you are subscribed to our business Ethernet services, you appreciate that your Internet connection is a shared/contended broadband service like practically every other broadband connection sold by others. Therefore there will be times, rarely we plan, that the network is congested. We generally do not allow our network to become contended, and we aim to operate a lightly contended network.
If you live or work far away from our base station and have been connected on the premise that you live on the 'edge of our network' coverage, then you appreciate your speeds may not be able to provide the absolute top headline that being closer to our base station will provide. We had adopted an approach to limit the size of our coverage to prevent this being an issue, however we had customers push us further from our base station, and the speeds have generally held up. In some cases, the received signal-strength can decrease to a level that doesn't permit the headline speeds, but the vast majority of customers don't fall into this scenario.