How to test your internet speed properly

When the internet feels slow, the natural thing is to open a speed test on your phone. But a single test over Wi-Fi from the couch can be misleading. It might measure your Wi-Fi signal, your phone's capabilities or a busy test server rather than your actual service. If you want to know whether you're getting what you pay for, or you need evidence for your provider, it pays to test properly.

Step 1: Know your target

Before you test, find your plan's typical evening speed. This is the download speed your provider says customers on your plan typically get between 7pm and 11pm. The ACCC's guidance says providers should advertise it, so it should be in your plan details or on the provider's website. It's the fairest benchmark to compare against. See NBN speeds explained.

Also note your plan's speed tier, which is the maximum.

Step 2: Use a cable

Wi-Fi is often the biggest cause of slow speeds in a home. Walls, floors, distance, neighbours' networks and other devices all reduce wireless performance. To test your actual internet service, plug a computer into the modem or router with an Ethernet cable.

If you can't use a cable, test in the same room as the router, with a clear line of sight, and treat the results with caution.

Step 3: Clear the decks

Other activity on your network competes for bandwidth. Before testing:

• pause streaming, downloads, game updates and cloud backups on other devices;
• close other apps and browser tabs on the testing device;
• if possible, disconnect other devices from the network for a few minutes.

Restarting the modem and router before testing can also help, especially if they haven't been restarted in a long time.

Step 4: Check your equipment

An older device, network adapter, cable or router can limit speed, particularly on faster plans. If your results are consistently capped at a round number, the equipment may be the bottleneck. Try a different computer or cable if you can, and check that your modem or router is compatible with your connection type and plan speed.

Step 5: Test at different times

Networks are busiest in the evening. The ACCC's guidance treats 7pm to 11pm as the busy period for home internet. Test then, and also at quieter times such as mid-morning. Do this over several days. A pattern of results tells you far more than a single figure, and it helps show whether a slowdown is linked to busy periods or is constant.

Step 6: Use the same test

Different speed test services use different servers and methods, and results vary between them. Pick one and stick with it, so your results are comparable. Some providers have their own test tool, which they may ask you to use when you report a problem.

Step 7: Keep a log

Record each test: the date, time, download speed, upload speed, whether you used a cable, and anything unusual. Our speed log does the arithmetic for you. Enter your plan's typical evening speed and your test results, and it shows each result as a percentage of the plan speed, the average in the 7pm to 11pm busy period and how many tests came in below 75% of the plan speed.

A log is valuable evidence if you need to raise the issue with your provider or the Telecommunications Industry Ombudsman.

Reading your results

• Consistently close to the typical evening speed: your service is performing as expected. If it still feels slow, look at Wi-Fi coverage and devices.
• Fine with a cable, slow on Wi-Fi: the problem is likely your wireless network. Moving the router, adding mesh units or using cables for key devices can help.
• Slow only in the evening: this suggests congestion. Your provider may be able to tell you more.
• Slow all the time, even with a cable: there may be a problem with your line, equipment or service. Contact your provider.

Line limitations

On some connections, particularly fibre to the node and fixed wireless, a line may not be able to reach the maximum speed of the plan. The ACCC says providers should tell customers about such limits at sign-up or as soon as they find out, and offer an appropriate solution. If your tests show you can never reach your tier, ask your provider whether your line has a known limit and what options you have, which may include moving to a cheaper plan that matches what your line can deliver.

Raising it with your provider

When you contact your provider:

1. explain the problem clearly and when it happens;
2. share your log, including that tests were done with a cable;
3. say what you've already tried, such as restarting equipment;
4. ask what they will do and by when;
5. note the date, the person you spoke to and any reference number.

The TIO says providers should try to resolve complaints at first contact, acknowledge written complaints within 2 working days and try to offer a resolution within 10 business days. If your provider doesn't fix the problem, you can contact the TIO. See complaints and the TIO.

Improving your Wi-Fi

If wired tests are fine but Wi-Fi is slow, a few changes can help:

• Move the router to a central, open position, off the floor and away from thick walls, mirrors, fish tanks and microwaves.
• Use the right band. Many routers have a 2.4 GHz band (longer range, slower) and a 5 GHz band (shorter range, faster). Use 5 GHz near the router.
• Update firmware on the router, which can fix bugs and improve performance.
• Add coverage. Mesh systems or wired access points can extend strong Wi-Fi to distant rooms.
• Use cables for key devices, such as a desktop computer, gaming console or smart TV.
• Replace old equipment. An older router may not support the speeds your plan provides.

Testing upload and latency

Most speed tests also measure upload speed and latency (sometimes called ping). Upload matters for video calls, sending files and cloud backups. Latency matters for video calls and gaming. Record these alongside download speed, especially if your problem is choppy calls or lag rather than slow downloads.

When to call a technician

If you've ruled out Wi-Fi and your equipment, and wired speeds are still consistently low or the connection keeps dropping, your provider may need to arrange a technician to check the line or nbn equipment. Ask your provider whether there are any charges if the fault turns out to be inside your home.

A testing checklist

1. Note your plan's typical evening speed.
2. Plug a computer into the modem with a cable.
3. Pause other activity on the network.
4. Restart the modem and router.
5. Run tests at different times over several days, including 7pm to 11pm.
6. Use the same test service each time.
7. Record every result in a log.

With this evidence, you'll be able to explain the problem clearly and show your provider exactly when and how often it happens.

Key points

• Compare your results with your plan's typical evening speed.
• Test with a cable, with other devices idle.
• Test at different times over several days, including 7pm to 11pm.
• Use the same test service and keep a log.
• If wired speeds are consistently low, contact your provider with your evidence.