Purpose

This page contains general troubleshooting information on slow internet.

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General Troubleshooting

When you are having speed issues, there are a number of small steps that you can take to see if there is an immediate issue.

• Are you connected via Wifi?
  • Try connecting directly to the internet router
• Is it just your computer / device or are others also having issues with their computer / device?
  • If it is just your own computer or device (such as an iPad, Surface Pro, Android Tablet, etc), there is something wrong with something specific to your computer / device, rather than the internet connection
• Are you sending large email files?
  • If yes, the large files will be uploading in the background, and could be slowing your connection. Try waiting until the emails are sent, or cancelling them to see if your connection improves
• Do you have cloud backup software, or torrent clients installed on your computer / device?
  • Close and exit any torrent clients, and ensure that no cloud backups are currently running. Then check if your connection improves.
• Do you have any Web Browser plugins installed?
  • Try using a different internet browser to see if the speed increases. Preferably one that you don’t use much.
• Are there particular sites that are slow?
  • If there are specific sites that are slow, the issue could be on their end. Try again in a few hours to see if the issues resolve themselves.

If you are still having issues, you will need to perform some isolation testing to find the cause of the problem.

Isolation Test            

If your internet service is running slowly, the best troubleshooting step you can take is to perform an isolation test. Isolation tests help to determine where the root cause of the problem is. To do this, you will need to do the following:

1. Disconnect all devices from the internet. This includes all computers / devices (such as tablets, phones, IoT, computers, laptops, etc).
2. Connect only one computer or laptop directly to your internet router (important: Connect via Ethernet cable. Not Wi-Fi)
3. Make sure that the computer you now have connected isn’t running any other programs or downloading anything
4. Go to either or both of these sites and perform a series of speed tests; 
   1. http://speedtest.infinite.net.au/
   2. https://www.speedtest.net/
5. Run these about five(5) or more times (this will help to get an average).
6. Record and then average the results of this test so that you can compare it when you make any further changes.
   1. If you are now getting full internet speed, there will be something on your network using all of your bandwidth. Someone may be downloading or watching videos.
   2. If you are still having issues, continue the troubleshooting below
7. Turn your Internet router off for 5-10 minutes, then perform another speed test.
8. Try using a different internet router, then perform another speed test.
9. If you are using an ADSL service, try plugging a phone into the internet socket on the wall.
   1. If you cannot hear a dial tone, or there is a lot of static, there may be an issue with the line. We would recommend logging a VOICE fault with whoever provides that phone line to you.
10. Perform a ping test to infinite.net.au or google.com. Be sure to note the “ms” or ping results.
    1. Mac:
       1. Open “Finder”
       2. Select the “Applications” folder
       3. Scroll down to locate and select the folder “Utilities”
       4. Run the application “Terminal”
       5. Type the command “ping google.com” and “ping infinite.net.au”
       6. To stop the process from pinging, use the key function “Control C”
    2. Windows:
       1. Select the “Start” menu or press the “Windows” key to open your start menu
       2. Use the search bar to find the application “cmd”, and open it.
       3. Type “ping 8.8.8.8”, then hit enter
       4. Type “ping infinite.net.au, then hit enter
       5. You can copy these results by right clicking in the black window and selecting “Copy”.
11. If none of the above work, please contact us with the results of the speedtest and ping test, and we can log a line fault. 

Disclaimer: Prior to contacting us to log faults, it is important that the CPE (Customer Premise Equipment) be tested to ensure that there are no issues being caused at that level. During a fault, if a technician is sent out to troubleshoot and fix an issue, and finds that the issue was caused by the CPE, an invalid or incorrect callout fee will be applied.

If any issue(s) persist after attempting any of these steps and any other additional support is required, please contact our Customer Experience support team.