If your 10mates nbn HFC service is running slowly, these steps will help you identify the issue.

1. Your service may just be affected by planned maintenance. You can check your address on nbn®’s Network status and outages page and our Network Status page.

   If there is planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. Find your nbn modem and turn off its power outlet for at least 10 seconds.
4. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.
   
5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.
6. 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 WiFi.
7. On your one device, close all other apps using the internet, then run a speed test.
8. 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 1300 030 692.

9. 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 nbn services. You’ll need to replace any broken or chewed cables.

10. 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.

11. Still getting slow speeds? Please call us on 1300 030 692 and we’ll help you.