If your speed has improved on a single device, you may be running more devices/programs than your connection can handle. Some programs may be set to open in the background as soon as the computer restarts, so we recommend that Windows users check the Task Manager (press CTRL+ALT+DELETE on the keyboard to open) and Mac OSX users check the Dock at the bottom of the screen and close any of these programs if they are running.
Check that all cables connected to your modem are in good condition and plugged in securely, without any kinks.
The coaxial cable in particular must be screwed on securely at the cable wall socket and the Cable modem.
The type of Ethernet should be printed on the length of the cable. Older Cat5 Ethernet cables are not recommended - Cat5e or Cat6 is ideal.
Any damaged or outdated cables should be replaced.
Make sure your antivirus/anti-malware software is up to date, and perform a scan on any devices that are running slowly.
If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
Record the results of the following tests at three different times of the day (i.e. morning, midday, night):
- Ping test both "westnet.com.au" and "google.com.au"
- Traceroute both "westnet.com.au" and "google.com.au" Note: These test results will help us investigate your issue when you contact us. Copy/pasting the test results into a Word document or an email is fine.