Troubleshooting 5G Home Broadband for Speed Issues

1. Turn off your modem for at least 10 seconds.
2. Turn your modem back on and wait approximately 3 minutes for the modem lights to settle.
3. If your modem lights indicate a low signal, move your modem to another location. These tips will help you choose a good spot for your modem:
   - A clear, elevated space near a window is ideal.
   - Avoid direct sunlight as this can cause your modem to overheat.
   - Placing the modem on the floor or in a cupboard may cause a weak signal.
   - You don’t have to use the same spot as your old modem for NBN or other broadband services.
   - You can try different spots if your first spot isn’t giving you a strong signal.
   
   Note: If your Signal or 5G lights remain off after rebooting, please call us on 1300 788 233 for assistance.
   
   Nokia FastMile 3.2 5G Modem - 5G light off or 1 bar Signal
   Supplied from March 2023
   
   
   
   Sagemcom 5866 5G Modem - Signal lights 1 bar
   Supplied from December 2021 to March 2023 
   
   Nokia FastMile 5G Modem - 5G light red or orange
   Supplied from October 2021 to April 2022
   Note: The Signal Direction light will indicate the direction of the strongest 5G signal.
   Image

   
4. If you're testing your speed on a WiFi device, stand next to your modem and run a speed test to rule out any WiFi signal issues.
   Please note: Your modem will automatically connect your devices to the best available WiFi network (i.e. 5GHz). Older devices may only be able to connect to the slower 2.4GHz WiFi.
5. If your speed has improved, or slow speeds occur on WiFi devices but not devices connected via Ethernet cable, then see our guide on improving WiFi signals.
6. Unplug all other devices connected to your modem's Ethernet ports (except the device you are testing, if applicable).
7. Turn off or disconnect all other devices connected to your modem's WiFi (except the device you are testing, if applicable).
8. On the device you are testing, close all programs that are using your broadband connection, then run a speed test.
9. If your speed has improved on a single device, you may need to reduce the number of devices and/or programs running simultaneously on your home network.
   Please note: If you need more bandwidth to support more programs and/or devices, you may need to switch to an alternative broadband product. Please call us on 13 66 33 to discuss.
10. Perform a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Please contact your software’s Customer Support if you need assistance.
11. Firewalls may affect broadband performance. Temporarily disable any firewalls and run a speed test.
12. If you still experience speed issues, please call us on 1300 788 233 for further assistance.