Why Is My nbn® So Slow?

There are numerous factors that can affect your internet speed and performance. Let’s examine the six most common culprits and how to address them:

1. Network Congestion

The Problem

Network congestion occurs when too many users are simultaneously accessing the same network resources. This is particularly noticeable during peak usage times, typically between 7 PM and 11 PM when most people are streaming, gaming, or browsing.

During these hours, the increased demand can slow down everyone’s connection, similar to traffic congestion on a busy highway.

The Solution

While network congestion is largely outside your control, there are strategies to minimise its impact:

• Schedule bandwidth-intensive activities during off-peak hours. Large downloads, system updates, and backups can be scheduled for early mornings or late nights when network traffic is lighter.
• Consider upgrading your plan. Higher-tier plans often provide better speeds during congestion periods due to higher bandwidth allocations.
• Use Quality of Service (QoS) settings. Many modern routers allow you to prioritise certain activities or devices. This ensures that important applications (like video calls) receive bandwidth priority over less critical tasks.

– Use wired connections for essential activities. During peak hours, connecting critical devices directly to your router via ethernet cable can bypass some of the congestion issues that affect Wi-Fi connections. While wireless offers convenience, a direct ethernet connection provides more consistent performance when the network is under strain.

2. Distance from the Node

The Problem

For those on Fibre to the Node (FTTN) connections, the distance between your home and the nearest node can significantly impact your speeds. The further you are from the node, the more signal degradation occurs over the copper portion of the connection.

The Solution

While you can’t physically move your home closer to the node, you can:

• Confirm your connection type. Understanding your specific nbn® technology (FTTN, FTTP, HFC, etc.) helps set realistic expectations for performance.
• Speak with your provider about realistic speeds. They can advise what speeds are achievable at your location based on your distance from infrastructure.
• Explore alternative connection types if available. In some areas, alternative technologies like Fixed Wireless or 5G home internet might offer better performance.

3. Equipment Issues

The Problem

Outdated or poorly configured equipment can significantly limit your internet performance, regardless of your plan speed or external factors.

Many Australians are using routers that simply can’t keep up with modern internet demands. If your router is more than 5 years old, it likely uses outdated technology that cannot support current internet speeds and security protocols.

Additionally, router placement plays a crucial role in Wi-Fi distribution throughout your home. Poor positioning can create dead zones and significantly reduce performance in certain areas.

The Solution

Optimise your equipment for better performance:

– Consider your router’s age and capabilities. Modern routers support newer Wi-Fi standards (Wi-Fi 5/6/6E) that offer significantly better performance than older generations. Upgrading an aging router can dramatically improve your internet experience without changing your plan.

– Strategic router placement is essential. Position your router centrally in your home, away from:

• Concrete walls and metal objects that block signals
• Electronic devices that cause interference (microwaves, cordless phones)
• Water features like aquariums
• Thick furniture or appliances

– Update firmware regularly. Router manufacturers frequently release updates that improve performance and security. Check for updates through your router’s administration interface.

– For larger homes, consider your network extension approach carefully. Traditional Wi-Fi extenders often create separate networks and can actually reduce your overall speeds while appearing to improve coverage. Mesh systems provide more seamless coverage by creating a unified network throughout your home, automatically connecting your devices to the strongest signal.

• Check all physical connections. Ensure cables are properly connected and not damaged. Sometimes, a loose or faulty cable can cause significant speed reductions.

4. Too Many Connected Devices

The Problem

Modern households typically have numerous devices connected to the internet simultaneously – smartphones, tablets, computers, smart TVs, and various IoT devices. Each connected device consumes a portion of your available bandwidth.

The Solution

Manage your connected devices more effectively:

• Identify and disconnect unused devices. Many devices remain connected to Wi-Fi even when not in active use, consuming bandwidth through background processes and updates.
• Set up device usage schedules. Many routers allow you to control when certain devices can access the internet, helping manage bandwidth during critical times.

– Understand Wi-Fi technology limitations. Older Wi-Fi standards struggle when multiple devices are connected simultaneously. Newer Wi-Fi standards (Wi-Fi 5/6/6E) handle multiple connections more efficiently, but this improved performance is only realised when both your router and devices support these standards.

– Prioritise wired connections for stationary devices. Connect devices like smart TVs, desktop computers, and gaming consoles directly to your router via ethernet cable when possible. This not only improves their performance but also reduces congestion on your wireless network.

5. Wi-Fi Signal Interference

The Problem

Wi-Fi signals can be disrupted by various sources of interference in your home environment. This interference can significantly reduce your effective speeds, even when your actual internet connection is performing well.

Your nbn connection box (formerly called the Network Termination Device or NTD) brings the connection to your home, but how that connection is distributed via Wi-Fi determines the experience on your devices. Many connectivity issues that appear to be “slow internet” are actually Wi-Fi distribution problems.

The Solution

Minimise interference and optimise your Wi-Fi signal:

• Change your Wi-Fi channel. In densely populated areas, neighbouring Wi-Fi networks can cause interference. Most routers allow you to manually select less congested channels.
• Consider using dual-band capabilities. If your router supports both 2.4GHz and 5GHz frequencies, use 5GHz for devices that require higher speeds. While 5GHz has shorter range, it typically experiences less interference.

– Be strategic with device placement. Keep Wi-Fi-dependent devices closer to your router when possible, or in direct line of sight. Physical barriers like walls significantly reduce signal strength.

– For multi-level homes, consider vertical router placement. Placing your router on the upper floor of a two-story home can improve overall coverage as signals travel downward more effectively than upward.

6. Plan Limitations

The Problem

Sometimes, your internet is performing exactly as expected based on your selected plan. Different nbn® speed tiers offer different maximum speeds, and your plan might simply not be suitable for your usage patterns.

The Solution

Ensure your plan aligns with your needs:

• Audit your internet usage. Consider how many people use your connection, what activities they engage in, and when peak usage occurs in your household.
• Compare different plans. Higher-tier plans generally offer better performance, especially during peak hours, but come with higher costs. Find the right balance for your needs and budget.
• Speak with your provider about your specific requirements. They can recommend the most suitable plan based on your usage patterns and location.

– Remember that no plan can overcome equipment limitations. Before upgrading to a more expensive plan, ensure your equipment can support higher speeds. Upgrading your router might provide the performance improvement you need without the additional monthly cost.

Additional Strategies to Fix Your Internet

Beyond addressing the six common issues above, consider these additional approaches to improve your internet performance:

Conduct Proper Speed Tests

When troubleshooting internet issues, accurate testing is essential:

– Use wired connections for testing. For the most accurate assessment of your connection’s true capabilities, conduct speed tests using a wired ethernet connection rather than Wi-Fi. This eliminates variables introduced by wireless signal interference.

– Test at different times. Run tests during both peak and off-peak hours to understand how congestion affects your specific connection.

– Use reputable testing tools. Services like Speedtest.net, Fast.com, or your provider’s recommended testing platform provide more reliable results than lesser-known testing sites.

Review Your Wi-Fi Technology

Understanding the technical aspects of your Wi-Fi can help identify bottlenecks:

– Check which Wi-Fi standards your devices support. Even if you have a Wi-Fi 6 router, devices that only support Wi-Fi 4 or 5 will be limited to those speeds.

– Consider the number of spatial streams your router supports. More advanced routers support multiple spatial streams, allowing for greater throughput when used with compatible devices.

– Evaluate whether your router supports beamforming. This technology focuses the Wi-Fi signal toward connected devices rather than broadcasting in all directions, improving performance for active devices.

Key Points to Remember

When troubleshooting slow internet issues, consider these key factors:

• Multiple factors affect speed: Network congestion, distance from nodes, equipment quality, connected devices, signal interference, and plan limitations all play roles in your internet experience.
• Home setup impact: Recent research shows that 95% of customers don’t realise their in-home setup impacts their broadband experience.* Your equipment configuration fundamentally shapes your internet performance.
• Equipment considerations: If your router is more than 5 years old, consider upgrading as it likely uses outdated technology that cannot support modern internet speeds. Strategic router placement away from interference sources can dramatically improve performance.
• Connection type awareness: For activities requiring stability and maximum speeds, use wired connections instead of Wi-Fi. While wireless offers convenience, a direct ethernet connection provides superior reliability.
• Coverage solutions: For larger homes, mesh systems provide superior coverage compared to traditional Wi-Fi extenders. Unlike extenders that often create separate networks and can reduce overall speeds, mesh systems create a unified network throughout your home.
• Test methodically: When troubleshooting, change one factor at a time and test the results before moving to the next potential solution.
• Consult experts when needed: If you’ve tried basic troubleshooting and still experience issues, contact your internet service provider for specialised assistance.

Internet problems can be frustrating, but with systematic troubleshooting and the right approach, most issues can be resolved or significantly improved. By understanding these common causes of slow internet and implementing the suggested solutions, you can enjoy a more reliable and faster online experience.

*nbn commissioned survey in 2025: residential consumers who use nbn as their main internet service at home (Sample size of 6,225)

What is Wi-Fi Calling?

Wi-Fi calling is a feature that allows you to make and receive phone calls over a Wi-Fi network instead of using your mobile provider’s cellular network. This technology uses Voice over Internet Protocol (VoIP) to route calls through your internet connection.

The primary advantage is that you can make calls in areas with poor or no mobile reception, as long as you have access to a stable Wi-Fi connection. This makes it particularly valuable for:

• Regional areas with limited mobile coverage
• Buildings with poor indoor reception
• Basements and other areas where signals struggle to penetrate

Wi-Fi calling works seamlessly with your existing phone number, contacts, and dialler app. When enabled, your phone automatically switches between cellular and Wi-Fi networks for calls, choosing the strongest available connection.

How Wi-Fi Calling Works

When you enable Wi-Fi calling on your device, it establishes a secure connection with your mobile carrier through your internet service. Here’s the process:

1. Your phone connects to a Wi-Fi network
2. When you make or receive a call, your phone routes it through this Wi-Fi connection
3. The call travels through your internet service provider to your mobile carrier’s network
4. From there, it connects to the recipient like a normal call

This entire process happens in the background, with no noticeable difference to a standard mobile call. The person you’re calling won’t know you’re using Wi-Fi calling unless you tell them.

The quality of this connection depends significantly on your home network setup. Your router’s placement, age, and capabilities all play crucial roles in delivering the stable connection required for clear, uninterrupted calls.

Benefits of Wi-Fi Calling

Wi-Fi calling offers several advantages over traditional mobile calling:

Extended Coverage

The most significant benefit is extended coverage in areas with poor mobile reception. As long as you have a Wi-Fi connection, you can make and receive calls.

Improved Call Quality

In areas with weak cellular signals, calls made over a strong Wi-Fi connection can provide better clarity and fewer dropped calls.

No Additional Apps Required

Unlike third-party calling apps, Wi-Fi calling is integrated directly into your phone’s native dialler. There’s no need to convince friends and family to download specific applications.

Standard Call Charges

Wi-Fi calling typically uses your existing mobile plan minutes, not additional fees. International calls are usually charged at your standard mobile plan rates.

Battery Efficiency

In areas with poor mobile reception, your phone constantly searches for a signal, draining battery life. Wi-Fi calling can be more energy-efficient in these situations.

Wi-Fi Calling Availability in Australia

Most major Australian mobile carriers now support Wi-Fi calling, including:

• Telstra
• Optus
• Vodafone
• Various Mobile Virtual Network Operators (MVNOs)

However, availability can vary based on your specific plan and device. Check with your mobile provider to confirm whether Wi-Fi calling is supported on your current plan.

Device Compatibility for Wi-Fi Calling

Wi-Fi calling is supported on most modern smartphones, including:

• Recent iPhone models (iPhone 6 and newer)
• Most Android devices running Android 6.0 or later
• Select Windows phones

To check if your specific device supports Wi-Fi calling, consult your manufacturer’s website or contact your mobile carrier.

Setting Up Wi-Fi Calling

Enabling Wi-Fi calling on your device is typically straightforward. Here are general instructions for the most common devices:

For iPhone Users

1. Go to Settings
2. Select Mobile Data (or Cellular for some regions)
3. Tap on Wi-Fi Calling
4. Toggle “Wi-Fi Calling on This iPhone” to ON

For Android Users

The exact steps may vary depending on your device manufacturer, but generally:

1. Open the Phone app
2. Tap the three dots or Menu button
3. Select Settings
4. Look for “Wi-Fi Calling” or “Calls”
5. Toggle Wi-Fi Calling to ON

After enabling this feature, you may need to enter or confirm your emergency address for emergency services, as they can’t automatically detect your location during Wi-Fi calls.

Optimising Your Home Network for Wi-Fi Calling

The quality of your Wi-Fi calling experience depends heavily on your home network setup. Here are essential optimisation strategies:

Strategic Router Placement

For optimal Wi-Fi calling performance, position your router:

• Centrally in your home, especially near areas where you frequently make calls
• Away from concrete walls, metal objects, and electronic devices that can cause interference
• Elevated off the floor (on a shelf or desk) for better signal distribution
• Away from cordless phones, microwaves, and Bluetooth devices that operate on similar frequencies

Router Age and Capabilities

If your router is more than 5 years old, it likely uses outdated technology that cannot support the consistent connection needed for quality Wi-Fi calling. Modern routers offer:

• Improved signal strength and stability
• Better handling of multiple connected devices
• Advanced Quality of Service (QoS) features that can prioritise voice traffic
• Enhanced security protocols

Wi-Fi Technology Considerations

Newer Wi-Fi standards (Wi-Fi 5/6/6E) offer significantly better performance for applications like Wi-Fi calling:

• Wi-Fi 6 provides more stable connections with less interference in crowded environments
• These standards offer lower latency, which reduces delays during calls
• They handle multiple devices more efficiently, preventing call quality degradation when others are using the network

Network Extension for Whole-Home Coverage

For larger homes where you need Wi-Fi calling throughout:

• Traditional Wi-Fi extenders have significant limitations for voice applications, often creating separate networks that can cause calls to drop when moving between coverage areas
• Mesh network systems provide seamless coverage by creating a unified network throughout your home, allowing you to move freely during calls without disconnection
• These systems automatically connect your phone to the strongest signal without manual switching

Consider Using 5GHz Bands for Calling

If your router supports dual-band operation:

• The 5GHz band typically experiences less interference than 2.4GHz
• While 5GHz has shorter range, it often provides more stable connections for voice calls
• Modern devices can automatically select the optimal band, but you may need to configure your router to ensure both bands are available

Troubleshooting Wi-Fi Calling Issues

If you experience problems with Wi-Fi calling, try these troubleshooting steps:

Check Your Wi-Fi Connection

Ensure your Wi-Fi connection is strong and stable. Wi-Fi calling requires a reliable internet connection with adequate speed. A minimum of 1-2 Mbps is typically sufficient for voice calls.

Test your connection using a wired device if possible. This will help determine if the issue is with your internet service or your Wi-Fi distribution. For consistently clear calls, your connection should have low latency (ping) values below 100ms.

Restart Your Devices

Sometimes, a simple restart can resolve connectivity issues:

1. Turn off your phone
2. Restart your router and modem
3. Turn your phone back on
4. Reconnect to Wi-Fi

Check Router Settings

If calls are dropping or experiencing quality issues:

• Ensure your router’s firmware is up to date
• Check if Quality of Service (QoS) settings are available and prioritise voice traffic
• If your router allows it, set up a dedicated network name (SSID) for voice devices using the 5GHz band

Update Your Device

Ensure your phone has the latest software updates, as these often include improvements to Wi-Fi calling functionality.

Contact Your Provider

If problems persist, contact your mobile service provider. They can verify that:

• Wi-Fi calling is properly provisioned on your account
• There are no network outages affecting the service
• Your device is correctly set up for Wi-Fi calling

Wi-Fi Calling and Emergency Services

When making emergency calls (000) in Australia, your phone will typically prioritise the mobile network over Wi-Fi calling. However, if no cellular signal is available, Wi-Fi calling can still connect you to emergency services.

Important note: When setting up Wi-Fi calling, you’ll be asked to provide an address for emergency services. This address is used if you make an emergency call over Wi-Fi, as emergency services cannot automatically detect your location through Wi-Fi calling.

Always ensure this address is kept current, especially if you use Wi-Fi calling in multiple locations.

Wi-Fi Calling vs. Alternative Solutions

Wi-Fi Calling vs. VoIP Apps

While apps like WhatsApp, Facebook Messenger, and Skype also allow voice calls over Wi-Fi, they differ from native Wi-Fi calling in several ways:

• Wi-Fi calling uses your regular phone number
• Calls connect to anyone, not just other app users
• It integrates with your phone’s native dialler and contacts
• Call quality is often more consistent

Wi-Fi Calling vs. Mobile Boosters

For areas with poor reception, some users consider mobile signal boosters. Compared to these devices:

• Wi-Fi calling is generally more cost-effective
• No additional hardware is required (beyond your existing router)
• Wi-Fi calling works anywhere with Wi-Fi, not just within range of the booster

Key Points to Remember

Wi-Fi calling provides a valuable solution for making and receiving calls in areas with poor mobile reception. Here are the key takeaways:

• Extended coverage: Make and receive calls anywhere with Wi-Fi, even without mobile reception.
• Home setup matters: A recent survey revealed that 95% of customers don’t realise their in-home setup impacts their broadband experience.* For Wi-Fi calling, your network configuration directly affects call quality and reliability.
• Equipment considerations: If your router is more than 5 years old, consider upgrading as it likely cannot support stable Wi-Fi calling. Modern routers offer improved signal strength and can prioritise voice traffic for clearer calls.
• Strategic placement: Position your router centrally in your home, away from interference sources like concrete walls, metal objects, and electronic devices. This strategic placement ensures consistent call quality throughout your home.
• Coverage solutions: For larger homes, mesh systems provide superior coverage for Wi-Fi calling compared to traditional extenders. Unlike extenders that can cause calls to drop when moving between coverage areas, mesh systems create a unified network for seamless calling throughout your home.
• Setup is simple: Enabling Wi-Fi calling is straightforward on most modern smartphones and requires no additional apps or hardware.
• Standard charging applies: Wi-Fi calling typically uses your existing mobile plan minutes and is not charged as data usage.
• Emergency services work: You can reach emergency services via Wi-Fi calling, but remember to keep your registered address updated.

Wi-Fi calling represents an elegant solution to mobile coverage issues, particularly for those in regional areas or buildings with poor reception. By leveraging your existing internet connection, you can ensure you stay connected wherever Wi-Fi is available.

*nbn commissioned survey in 2025: residential consumers who use nbn as their main internet service at home (Sample size of 6,225)