Troubleshoot slow FTTH

If your TPG FTTH service on the Opticomm network is running slowly, these steps will help you identify the issue.

Your service may just be affected by planned maintenance. You can check your address on our Network Status page.
If there is planned maintenance, the results will give you an estimated fix time.
Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. Examples of connection boxes can be found here.
Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
Turn off the power outlet for your modem for at least 10 seconds.
Turn both devices back on and wait for your modem's Internet light to come on, then run a speed test.
Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.
On your one device, close all other apps using the internet, then run a speed test.
If your speed has improved on a single device, you may need to upgrade your nbn plan to get enough bandwidth to support more apps or devices.
You can change your plan in My Account or call us on 13 14 23.
Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.
Older Cat5 Ethernet cables are not recommended for FTTH services. You’ll need to replace any broken or chewed cables.
Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.
If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
Still getting slow speeds? Please call us on 13 14 23 and we'll help you.