FAQs

Many different factors can affect the performance of the internet in your home. The Australian Communications and Media Authority has some explanations and ways to troubleshoot.

Note, this link takes you to an external site. 

1. Your retail service provider (RSP) is the first place to seek help with any issue.
2. If this does not help, you may choose to contact the Telecommunications Industry Ombudsman.

Digital connectivity issues can be challenging to resolve when the cause, or causes, may be outside the control of your retail service provider.  

These include:

• type of internet infrastructure (fibre, mix of fibre and copper, copper only, Hybrid Fibre Coaxial (HFC), fixed wireless, satellite, or mobile broadband
• age and quality of the internet infrastructure
• how close your premises are to internet infrastructure
• how many people are using the provider’s network at the same time
• issues inside your premises, such as internal wiring

(Source: Telecommunications Industry Ombudsman)

There are several things you can do to improve Wi-Fi issues in your own home - click on the links for more information.

Please note - these links take you to external websites.

• Choice Magazine article on how to fix Wi-Fi black spots
• NBN tips on how to boost your Wi-Fi

NBN’s Learn web resource provides information on how your broadband gets to you, how network congestion can impact your experience, and understanding the nbn Multi Technology Mix (MTM). 

Please note, the link takes you to an external website.