Performance Latency/Speed issues

To report a fault we need some information about your the devices, especially your modem and your nbn™ connection box. The nbn™ connection box only applies if you have FTTP, HFC and FTTC. This will help our support team in the troubleshooting process.


What is the brand and model of your modem?

What is the MAC address of your modem?

Have you power cycled your modem?

Is your modem FTTN/B compatible?

Modem LED Light Status

It is important to know the status of the LED lights on your modem. Your modem should be connected to one of the wall sockets in your house or office.

Status of LED Lights

Status (Flashing/Solid/On/Off)

Colour (Off/Green/Red)

Please refer to your modem manual for informatoin about the LED lights on your modems.

LED Lights

Sync Light

Status Light



Sync Light: Flashing Green

Your Service

Please complete a speed test with in 24 hours of the ticket.

When your speed test is completed please, copy the the result in the URL.

Is your service affected at certain times of the day?
If so when is the service affected?


Please provide our support team with the information if you are experiencing speed or latency issues. You can provide the information to