Is it your WiFi or your NBN that's slow? A five-minute test

"The internet is slow" can mean two completely different things. Either the connection coming into your home is the problem (your NBN service or provider), or the signal between your router and your devices is the problem (your WiFi). Calling your provider about a WiFi problem wastes an hour, and buying a new router to fix a faulty NBN line wastes money. This test tells you which one you have.

Step 1: Test with a cable

Wireless is the part that most often goes wrong, so take it out of the equation.

1. Plug a laptop directly into the router with an Ethernet cable. (If your laptop has no Ethernet port, a small USB adapter works.)
2. Turn the laptop's WiFi off.
3. Run a speed test, such as speedtest.net, two or three times.

Step 2: Compare the result with your plan

Check what speed you're paying for. Speeds are advertised as a maximum, and evening speeds can be lower than daytime ones, so judge the results against your plan rather than expecting the headline figure every time.

• Close to your plan over the cable: your NBN connection is healthy. The problem is your WiFi. Go to Step 3.
• Much lower than your plan, even over the cable, at several times of day: the problem is probably on the NBN or provider side, or the router itself. Go to Step 4.

Step 3: If it's WiFi

Now test over WiFi, standing near the router and then in the room where it's slow. If the speed drops sharply as you move away, the signal is the problem. Common causes:

• The router is in a poor spot, such as inside a cupboard, on the floor, or at the far end of the house.
• Thick walls and large appliances between the router and your devices.
• An old router that doesn't handle many devices or modern WiFi standards.
• Interference from neighbours on the same channel, which is common in units and townhouses.

Moving the router to a central, higher position is free and sometimes solves it. If it doesn't, a mesh system or a well-placed access point usually does. We explain how to choose in WiFi extender or mesh?

Step 4: If it's the connection

• Restart the NBN equipment. Turn off the router and the NBN box (if you have one) for 30 seconds, then switch them back on.
• Check your provider's outage page from your phone using mobile data.
• Check the cables. A loose or damaged cable between the wall socket and the router causes slow, unstable connections.
• Contact your provider with your cable test results. It gives them something concrete to work with, and you're more likely to be taken seriously.

When to call us

If you've worked out it's the WiFi, we can find the cause and sort out the right fix, whether that's repositioning, replacing or adding to what you've got. See our WiFi and internet help, call 1800 851 816 or book a visit. Pricing is a flat hourly rate with no call-out fee: see pricing.

Related guides

• WiFi extender or mesh? Read this before buying either
• Why is my computer so slow? — sometimes it's the computer, not the internet at all.