Slow broadband speed
Posted by Jay Wattage on 22 January 2020 11:56 AM
To investigate your broadband speed issue we recommend performing some isolated speed tests.
Before you begin:
Step 1) Do you have the right devices to test with?
- Please refer to our speed guide for more clarification on the speed expectations for your service type: http://voyager.nz/speedguide
- If you are connected by WiFi (wireless) to your router, then this is not an accurate method to determine the speed of your broadband connection.
- The distance from your device to your router, or obstructions and wireless interference between your device and your router will be a factor to connection quality.
- We also do not recommend using a mobile phone for your speed testing.
- Check if router capable of handling the speed of your connection.
- For Fiber, we recommend using a router with a Gigabit WAN port.
- Ensure your router is configured with:
The Device you test from:
- For your speed test, you will require a computer or laptop with a Gigabit network interface
- You can check if your computer supports gigabit by referring to our online guide here: http://voyager.nz/nicgb
- A computer with an SSD Hard drive is recommended. If the computer has a rotating hard disk drive then it's performance may bottleneck speed testing for Fibre services.
- The other hardware on the computer should also be current (CPU, RAM). If the hardware is out of date or of low performance, this will impact the results.
Cables to use:
- Always use a Cat 5e or Cat 6 Ethernet cable.
Step 2) Isolate your connection
- Then connect the computer or laptop directly to the modem with an Ethernet cable and if possible temporarily disable the computer's WiFi.
- Make sure you have a suitable Ethernet cable for your testing. We recommend using either a Cat5e or Cat6 Cable.
- If you have any Firewalls or other Security Programs on the computer, please consider disabling these temporarily during the testing.
- Make sure there are no other devices connected to your router by either an Ethernet cable or WiFi while you perform the testing as their activity will impact your results.
Step 3) Perform the speed test - Then do a speed test to the servers listed below at different times throughout the day (Morning, Midday, & Evening).
Test from: http://speedtest.net/
We have found these servers to provide the most accurate results:
- Auckland 2Degrees
- Auckland Spark
- Auckland Vocus
- Sydney Telstra
Step 4) Check your results - Please take a screenshot of each result or just write down the latency (Ping), Upload (Mbps) and Download (Mbps) results.
Example result for a 200/20 Fibre (UFB) connection:
If the test results are not as expected for your service, if possible please review testing with another compatible router that you may have access to (Preferably a different make or model to eliminate the router as being the possible cause of the problem).
Only recommended if you have a technical background: If you are on a Fibre (UFB) service, review Connecting your PC directly to your ONT via PPPoE to isolate further.
If you are still experiencing any difficulty, please talk to us on 0800 477 333 (8AM to 10PM, 7 days a week) or send us an email with your speed test results to firstname.lastname@example.org