1. Turn off your fibre router and ONT/CPE (The fibre device on the wall) for a few seconds and then back on again.

2. Visit our Network Status page to see if there is a local network outage.

3. Do a speed test. Using an Ethernet cable from your laptop or computer to connect directly to your Fibre ONT/CPE box on the wall and do the speed test is the most accurate method to obtain the most accurate results.

4. Kindly email our support specialists screenshots of the speed test results so they may examine the information and report a problem on your behalf.

It is important to confirm that the device you are testing is the only one on the network. This eliminates rogue devices that might be updating or caching content because throughput performance is impacted when several devices share bandwidth.

To test the speed, make a direct connection using a LAN/Ethernet cable. If your device is the only one on the network and isn’t using data for anything, you should always get full line speed.

According to the package you are on and what the fibre supplier promises, a tolerance of ±10% on upload and download speeds is permitted.