I'm experiencing slow speeds

Quick answer

We’re here to help explain everything when it comes to the obtainable speeds of your plan and if necessary help remedy potential speed issues.

What can impact my speed?

The speeds you’re able to obtain depends on a number of different variables and just like achieving the maximum speed limit on a motorway, you may not always achieve the maximum speed of your plan at all times.

The obtainable speeds of your plan can be impacted by a range of factors, some of which are controlled by amaysim and our network partners, others however are solely controlled by the end user. Your speed will also depend on your selected plan.

For factors that are in the control of amaysim, our policy is to use only high quality network partners and where possible, set our own network levels to a standard that will allow customers to experience speeds as close as possible to the maximum speed of their selected plan.

    The following factors can impact the data transfer rates achieved by individual end users, but are generally deemed to be outside of amaysim’s control:

    • The number of individual end-users at a residence connected to the internet
    • The end-user’s hardware
    • Software and software configuration
    • The type of content being downloaded by the end-user
    • The source of the content being downloaded (including any content server limitations)
    • Streaming or uploading high volume content, putting pressure on the bandwidth
    • Presence of malware or viruses corrupting files and using memory needed for internet function

    Troubleshoot speed issues

    If you’re experiencing slower than usual speeds with your connection, we recommend following the below steps to remedy the issues.

    After each set of instructions is complete, you’ll need to complete a speed test.

    Firstly, check the cables of your modem are plugged in securely and restart your modem by powering the device off and back on again (please wait at least one minute before turning it back on) - it's also a good time to reduce the number of connected devices on your network to rule out high level data congestion

    • Now run a speed test, to see if this helps improve your results, if there's no improvement, you’ll need to continue with the below troubleshooting steps
    If you have a connection box installed in your home
    • Connect your computer directly to the active UNI-D (or data) port on your connection box using an ethernet cable (This will be the same port being used to connect your modem to the connection box) and run a speed test once more to see this helps improve your overall speeds. If it does, it may indicate the modem you're using being the cause of the issues, rather than a potential network fault
    • If the issues continue after the above step has been followed, try turning the power off/on at the wall where your nbn™ connection box is installed and wait a few minutes before powering it back on and try running a speed test, if there's no improvement
    • If there's no improvement after this step has been completed, you'll need to contact us so we can provide further troubleshooting.
    If you don’t have a connection box installed in your home
    • Connect your computer directly to your modem using an ethernet cable and run a speed test to see if this helps improve the results of your speeds (this is to rule out the possibility of any wireless network issues)
    • If multiple test results continue to provide low speeds, you'll need to contact us so we can provide further troubleshooting.
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