Troubleshooting Slow Speeds

If your broadband speed isn't up to scratch, something's not right. Let's find out why and fix it pronto!

Correct Wi-Fi Network  

First, please ensure you are connected to the most appropriate Wi-Fi network, 5GHz if device is in close proximity, 2.4 GHz for greater distances. 

For further detail on Wi-Fi frequencies please see our Wi-Fi FAQ.

Isolated Speed Test 

For an accurate speed test, please run an Isolated speed test per the instructions below.

*You will need an Ethernet port in your device in order to run this test. If you do not have one, you can run a speed test over Wi-Fi (see below section for details), however please note the reading will not be as accurate as an isolated test. 

• Turn off your Router
• Unplug the Ethernet cable from the WAN/Internet port on your router and plug it into your computer's Ethernet port
• Continue to below instructions, depending on your operating system:

For Windows:

• Right click on the Internet/Wi-Fi icon on the bottom right of your screen  and select 'Open Network & Internet settings' .
  
  (This can also be reached by hitting the Windows key and typing 'Network and Internet' into the search bar if using Windows 8 or 10).
• Select 'Dial Up' from the list of options on the menu on the left-hand side.
• Select 'Connect to the Internet' on the first page.
• Select 'Broadband (PPPoE)' and enter your connection credentials.
• Click 'Connect'

For Mac:

• Click on the Apple Mac icon on the top left of your screen, and then on 'System Preferences'.
• Click on Network Select the '+' icon.
• Change the interface to PPPoE and change the Service Name to 'Lightning Broadband'.
• Select 'Lightning Broadband' in the panel on the left.
• PPPoE Service Name = Lightning Broadband.
• Enter your PPPoE username & PPPoE password.
• Select 'Remember Password'.
• Click 'Connect'
  
  NEXT
• Open your internet browser (Chrome, Safari, Edge, etc.)
• Go to this page and click 'Run Speedtest' to test your speeds

> If you’re getting speeds within 5 Mbps of your plan speeds when connected to the wall port, the slow speeds you have experienced are likely to have been the result of your hardware. If your router is having a detrimental effect on your service you may need to update its firmware, or replace it. Refer to our Router FAQ for more information.

You can purchase a suitable router from Lightning Broadband - simply call us on 03 9089 0515 and we will be happy to assist.

> If your speeds are significantly below what you should be receiving, please take a screenshot of the results and provide them in a support request, which can be lodged directly through your Customer Portal; or email us and we will investigate.

Speed test over Wi-Fi

If your device does not have an Ethernet port, a speed test run over Wi-Fi will give you an idea of your speeds, or can provide a comparison following an isolated speed test to help confirm the root cause as hardware. 

Please remove all devices from your Wi-Fi other than the one you are using to run the test, and then click here and click 'Run Speedtest' to test your speeds.