Symptoms

  • Speed test run on an Ethernet cable-connected computer shows speed slower than 1.5Mbps (1500kbps)
  • Connection speed much slower than it used to be
  • Files take a long time to download despite being small in size
  • All websites don’t load properly or suffer lag

Things to check first

Potential cause:

Call dropouts or line noise on your Home Phone

  • Check your home phone if it has a Dial tone, and no noise on the line. Slow speeds may just be a side effect from a phone line problem.

Weak WiFi signal

Virus or malware infection

  • Run an antivirus/anti-malware scan using your antivirus software.

Firewalls or other antivirus software negatively affecting internet performance

Data congestion

  • Disconnect any additional devices from home network.

Network congestion

  • Test your speed at multiple times of the day, particularly if speed only slows around in the evening, when network traffic is usually the highest.

Modem settings or connection stability affecting speeds

  • Try putting modem settings into "safe mode" (G.DMT mode). Guide for SpinTel modems. This is particularly useful if ADSL1 or if a long distance from the telephone exchange.

Troubleshooting

  1. Unplug all devices from every phone socket, including modems, telephones, fax machines, other modems, pay TV boxes and EFTPOS terminals.
  2. Plug a standard telephone handset (with no filter) into the phone socket. Listen for a dial tone and make sure you can make a call without hearing noise or interference. If you hear a noise, click here.
  3. If no phone issues, unplug the telephone handset and instead plug the modem directly into the phone socket (with no line filter).
  4. Connect one computer to modem with an Ethernet cable. If you have any other computer cable-connected to the modem, unplug their Ethernet cables.
  5. Turn off or disconnect any computers or devices connected to WiFi network. Alternatively, some modem/routers may have a WiFi on/off switch you can use to temporarily disable WiFi network.
  6. Run a speed test. If speeds are faster now, follow the advice below.
  7. If speeds are still slow, if possible, try using a different phone cable to plug the modem into the phone socket, and a different Ethernet cable to plug the computer into the modem.
  8. Run another speed test. If speeds are faster now, follow the advice below.
  9. If possible, plug in a different modem (with no filter) into wall socket and run another speed test. If a different modem gives improved speed, the first modem may be faulty and may need to be replaced. If a different modem also gives slow speeds, then it's safe to say that the original modem isn't faulty.
  10. If your speed issues persist, contact SpinTel Support Team.

If your speeds improve during the troubleshooting

  • If speeds go back to normal when you have just one computer connected to the modem, you can start plugging other equipment back in, piece by piece. Start with any phones or faxes and their line filters.
  • Wait a minute or two after each device is plugged back in, and then run another speed test.
  • If speed suddenly drops, the cable or device you’ve just plugged in is probably affecting your speeds. It may be faulty, or if it's a phone and/or fax device, it may just need to be plugged into a line filter before being plugged into the wall.
  • If your device already has a line filter, it may be the filter that is faulty and needs replacing. If possible, try plugging it in with a different filter and check if speeds improve.

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