Troubleshoot slow nbn® FTTP
If your TPG nbn FTTP service is running slowly, these steps will help you identify the issue.
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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. -
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.
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Find your nbn modem and turn off its power outlet for at least 10 seconds.
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Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.
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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.
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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.
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Your speed may temporarily slow down if you’re running more devices or apps than your connection can handle at the same time. For example, if a device is downloading a large file or running a 4K streaming app, your speed should improve when it’s finished.
If you need to run more devices or apps at the same time, you can change your plan in My Account or call us on 13 14 23 for support. -
Run a scan on your antivirus/anti-malware software. 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 1300 997 271 or lodge a fault with the My TPG App (iOS or Android) and we’ll help you.
Log in to the My TPG app and hit Your Internet Speed, then Test Your Speed. If your speed is below the acceptable range, you can hit Lodge Fault and submit the form.