To help us investigate the cause of your fibre slow speed we need to know few things from you.

  • Complete a hard restart on your modem/router:
-          Unplug the modem/router
-          Wait for 30 seconds
-          Plug in the modem/router
-          Wait 5 minutes
 
  • We need a speed test from an Ethernet cabled connection and not via Wireless connected device
-          Complete 3x Speed Tests over a 24-hour period, at least 6 hours apart and note down all results
-          When performing a speed test, please make sure you isolate your whole network and  have only one PC or Laptop connected via the cable to the UFB router directly and let us know the results
-          Please visit: www.speedtest.net and complete a speed test to a server based in New Zealand.

 

  • We need to know your router brand, model number and the firmware version its running. Please make sure your UFB router’s firmware is up to date by checking the vendor’s website for latest firmware release.

 

  • If possible, please try and connect CAT5e or CAT6 type of Ethernet cable between router UFB router and Chorus ONT for the test.

  

  • Check the slowdowns are not limited to peak times.

-          If the slowdown is happening over a number of days, check when they are occurring. If you find they are regularly occurring between the hours of 3:00pm and 11:00pm then it is possible the slowdown is a result of peak traffic.

  • Check the your speed issue is not just restricted to a certain website

-          Visit number of different site or services to confirm the speed issue is affecting all browsing.   

 

  • Check the your speed issue is not just restricted to a certain PC or Laptop

-          We need a confirmation that you have completed the speed test results from more than one PC or Laptop

 

  • Check you are not affected by any Malware attack.

-          If you have anti-virus software, run that to eliminate the possibility that Malware is causing your slowdown your network.

 

  • If you are an advance IT user, please use network analyser or network monitoring tools to find out if there is any issues with the internal network.

-          Few recommended Applications that you can use: Wireshark, Advanced IP Scanner, PRTG Network Monitor