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What to Do If Your Service Is Slow or Drops Out

Experiencing slow internet speeds or frequent connection dropouts can be frustrating. This guide provides steps to help you diagnose potential causes and improve your Elevate Internet connection's performance and stability.

1. Check Your Equipment and Connections

Basic checks can often solve simple issues.

  • Restart Your Devices (Power Cycle):

    • Turn off your modem and any connected NBN equipment (like an NTD or NCD).

    • Wait for 30 seconds.

    • Turn the devices back on, starting with the NBN equipment (if applicable), then the modem. Wait a few minutes for them to fully reconnect.

    • Also, restart the computer or device experiencing the issue.

  • Check Cables and Connections:

    • Ensure all Ethernet and DSL/phone cables are securely plugged into the correct ports on your modem, wall sockets, and NBN devices.

    • Look for any visible damage to the cables (kinks, cuts) and replace if necessary.

2. Test Your Connection Speed Accurately

A speed test helps quantify the issue.

  • Run a Speed Test: Go to Speedtest.net by Ookla.

  • Use a Wired Connection (Recommended): For the most reliable results, connect a computer directly to your modem using an Ethernet cable. This bypasses potential Wi-Fi issues.

  • Use 5GHz Wi-Fi (If Wired Unavailable): If you must use Wi-Fi, connect to the modem's 5GHz network (if available) and stand close to the modem during the test.

  • Record Result ID: After the test, note the Result ID. This is crucial information if you need to contact support.

  • Compare Results: Compare your Download and Upload speeds to the typical speeds expected for your Elevate Internet plan.

3. Optimize Wi-Fi Performance (If Slow Speeds Are Mainly on Wi-Fi)

If wired speeds are good but Wi-Fi is slow or unreliable, focus on your wireless network.

  • Check Wi-Fi Settings:

    • Make sure your device is connected to your correct Wi-Fi network (SSID).

    • Re-enter the Wi-Fi password if connection drops frequently.

  • Switch to the 5GHz Band:

    • If your modem is dual-band, try connecting devices to the 5GHz network. It generally provides faster speeds and suffers less interference than the 2.4GHz band, although its range is shorter. [Optional Link: Learn about 2.4GHz vs 5GHz Wi-Fi]

  • Reduce Interference:

    • Position your modem away from other electronic devices that can interfere with Wi-Fi signals, such as:

      • Microwave ovens

      • Cordless phones (especially older models)

      • Bluetooth speakers/devices

      • Baby monitors

      • Thick walls, metal objects, or aquariums

  • Optimize Modem Position:

    • Place your modem in a central, open location within your home.

    • Elevate it (e.g., on a shelf or desk) rather than placing it on the floor.

    • Keep it clear of obstructions.

  • Change Wi-Fi Channel (Advanced):

    • Log in to your modem's admin settings (e.g., http://192.168.1.1).

    • Find the Wi-Fi or Wireless settings.

    • Try changing the channel for the 2.4GHz band (commonly suggested channels are 1, 6, or 11) or let it select 'Auto' if available. This can help avoid interference from neighbouring Wi-Fi networks.

4. Check for Network Congestion (In Your Home)

Too many devices using the internet simultaneously can slow things down.

  • Disconnect Unnecessary Devices: Temporarily disconnect devices that aren't actively using the internet (e.g., smart speakers, idle computers, consoles).

  • Limit High-Bandwidth Activities: See if performance improves when pausing activities like:

    • Streaming video (especially 4K) on multiple devices

    • Large file downloads or uploads (including cloud backups)

    • Online gaming (especially if multiple people are gaming)

    • Video conferencing

    • This is particularly relevant during peak usage hours (often 7 PM - 11 PM).

5. Verify Service Status (Check for Outages)

Ensure the problem isn't related to a wider network issue.

  • Check Elevate Website: Look for any announced network maintenance or outages in your area on the Elevate Internet website. 

  • Check NBN Status (If Applicable): Visit the NBN Network Status page and enter your address.

  • Contact Support: Call us at 1300 159 250 to inquire about potential local issues.

6. Contact Customer Support

If you have followed these steps and your service is still slow or dropping out frequently, please contact our customer support team for further diagnosis.

Contact Information:

Please provide the following information when you contact us:

  • Your Account Number or Name/Address.

  • Details about the issue (when it started, how often it occurs).

  • Which troubleshooting steps you have already tried.

  • Your Speedtest.net Result ID (especially for slow speed issues).

Our team is here to help diagnose and resolve your connection problems.