Slow Speeds - Device Troubleshooting

Network and Tech Support

Computers require a high level of performance to run super fast broadband such as our Fibre Pro plans.

If you are experiencing slow speeds on a specific device, it may mean the computer's hardware or software isn't up to standards. No need to worry though! There are a few things we can check to figure out what the problem is.

Using Task Manager

  1. Run Task Manager if you are on Windows, you can do this by pressing Ctrl + Shift + Escape, or right clicking the task bar.
  2. Check the Performance tab and look at the CPU, Memory & Disk sections. These ideally should be sitting below 80%. Anything higher may mean your computer can't handle multiple processes.mceclip2_1_.png
  3. Run a speed test and look at the CPU, Memory & Disk section, does the percentage hit 100%? If it does, this may mean your computer cannot handle these faster speeds.

Checking Your Network Card

This section specifically covers Fibre Pro customers, if you are getting 100Mbp/s down and 100Mbp/s up, this may mean you computer or ethernet cable is capped at 100Mbp/s. Some older computers may have a 100Mbp/s NIC (network interface card). You can check this by doing the following:

  1. Click your network icon on your taskbar.
  2. Open Networking and Internet Settings                                                tempsnip_1_.png
  3. Click Change Adapter Settings         
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  4. Right click either your Wireless Adapter, or Ethernet Adapter
  5. Click Status                                                                               mceclip4_1_.png
  6. Look at the section that says Speed - This should say 1.0Gbps
  7. If it says 100Mbps, then you may need to upgrade your computer to reach full Fibre Pro speeds.

Updating Software

Make sure your computer has all software up to date, including Windows Updates etc. Sometimes old software can actually slow your computer down

Plugging in your laptop

When laptops run on battery, they often perform power saving functions such as limiting network performance. Make sure these power saving options are turned off, or simply plug your computer into power.

Clearing your computer of clutter

Overtime, your computer can become cluttered with bloatware, unnecessary programs, browser extensions etc. Use your computer's control panel to uninstall programs you don't need, and check your browser extensions, as some of these can slow your computer down. If all else fails, you can try resetting your computer using Window's built in reset function. If you are unsure how this works, it may be a good idea to take it to where you purchased your computer from.

 

This guide is designed to give some basic information on checking specific device settings and performance to ensure it can achieve the full potential of fibre. If you are still having troubles, you can chat with us below, however please be aware of our support scope as most third party device troubleshooting falls outside of our standard scope of support.

 

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