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Troubleshooting a Slow Internet Connection

Community Manager

Troubleshooting a Slow Internet Connection

 

This article provides information what to do when you experience a slow Internet connection and solutions to improve the speed.

 

Before attempting troubleshooting check our Service Status at http://www.tpg.com.au/servicestatus for outages

 

1. Understanding Speeds (And Your Plan)

 

  • Speeds vary due to a range of factors (such as type/source of content being downloaded, your equipment and software, number of internet users in the household, and how well your Wi-Fi is performing). 
  • There is an expected speed range depending on what technology internet you have; for example, ADSL is slower than ADSL2, which is slower than most NBN connections.
  • One other thing to bear in mind is shaping or throttling. On some plans, once you go over the included data limit, your internet will be slowed down until your next billing cycle renewal.
  • We also recommend that you are on the right plan for what the service is being used for. The below table is a good guide to choosing the right NBN speed plan for your needs. 

 

 

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2. Troubleshoot Your Hardware

 

  • The first basic step: give your modem and router a quick reset (that is, turn it off and on again) and see if that helps. Make sure the all cables are securely plugged in. 
  • Check the other computers in your house to see if their internet is slow, too -- if the problem only happens on one computer, the issue is that computer rather than with the modem or the internet connection 
  • Connect your PC directly to your modem/router using an ethernet cable - if the speed is faster, this could indicate the issue is with the Wi-Fi. Read on for how to address this!
  • Disconnect or remove all other devices from using the internet except one. Check if the speed is improved. Then slowly reconnect the devices one at a time, checking the speeds each time. This is called an  "isolation test" and helps figure out if the issue is happening when certain devices are connected to the internet.

3. Improve Your Wi-Fi Signal

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Sometimes, the cause of slow internet is the Wi-Fi, not the internet connection itself. The good news about this is there's lots of things you can do to improve your Wi-Fi speeds. You may need to reposition, tweak or boost your router with a few tricks. There's a number of great tips in this Community article that can help: 

https://community.tpg.com.au/t5/Broadband-Internet/Easy-Steps-to-Improve-Wi-Fi-Connection-In-Your-Ho...

 

4. Turn Off Bandwidth-Hogging Plugins, Programs or Apps

 

If your hardware seems to be in working order, see if any other programs are hogging the connection. For example, if you're downloading files or sharing files peer-to-peer, regular web browsing is going to be slower. Things like streaming Netflix or Spotify will also affect any other devices using the internet at the same time. Maxing out your upload speeds will also cause your internet to slow down while you are uploading, e.g. uploading to the cloud or posting a YouTube video.

 

5. Still haven't found the problem?

 

If your modem, filters and cables are installed correctly, it's possible your web browser isn't working well, your wireless connection is partially blocked, a virus has found its way onto your computer and/or equipment is malfunctioning.
 

  • If you have any reason to believe you have a virus, run an antivirus/anti-malware scan using your antivirus software.

If your modem is the oldest piece of networking equipment you have, it might be time to change it out. Old modems can slow down your connection speed. Contact TPG to discuss a replacement modem!

 

Running a Speed test.

 

At every step of the way you will need to run speed test to measure your internet speed. Before you begin - You need to make sure 1 device is on when doing the speed test with no other programs or devices on at that time.

 

Browse to www.speedtest.net or download the Ookla Speed Test app for your smartphone for Android or Apple IOS.

 

Once loaded Click on Begin Test:

speed 1.jpg

  

After test is complete you will see the below results. Take note of the ping, download speed and upload speed.

speed 2.png

 

If the speed has increased and you have no further issues, enjoy your internet!

If you're still experiencing slow internet and need further assistance, please contact our Technical Support team on 13 14 23 (option 2).

 

Thanks to our team member Salvador O. for his contribution towards this article!