A speed test helps check whether your fibre service is performing as expected. To get a useful result, the test needs to be done correctly.
For the most accurate result, please test with a device connected directly to your router using an Ethernet cable.
Step 1: Use an Ethernet cable where possible
Connect a laptop or computer directly to your main router using an Ethernet cable.
A wired speed test is more reliable than a Wi-Fi speed test because it avoids common Wi-Fi issues such as distance from the router, walls, interference, and device limitations.
If a speed issue needs to be escalated to the Fibre Network Operator, they may require a valid Ethernet speed test before they will investigate further.
Step 2: Disconnect or pause other devices
Before running the test, pause anything that may be using your internet connection, such as:
- Streaming apps
- Downloads
- Online games
- Cloud backups
- Software updates
- CCTV uploads
- Other devices using the connection
This helps make sure the speed test is measuring your fibre connection and not other activity on your network.
Step 3: Use Speedtest.net
Open Speedtest.net in your browser or use the Ookla Speedtest app.
Start the test and allow it to complete. The result should show your download speed, upload speed and ping.
For best results, choose a nearby South African test server where possible.
Step 4: Take a screenshot
Once the test is complete, take a screenshot of the result.
The screenshot should show:
- Download speed
- Upload speed
- Ping
- Test server
- Time of the test
Where possible, please also show that the device was connected using an Ethernet cable.
Step 5: Test Wi-Fi separately if needed
If the issue you are experiencing is mainly on Wi-Fi, you can also run a second test over Wi-Fi.
This helps compare the wired result with the Wi-Fi result.
If the Ethernet test is good but the Wi-Fi test is poor, the fibre line may be working correctly and the issue may be related to Wi-Fi coverage, interference, distance from the router, or the device being used.
Step 6: Send the results to PacketSky
If your speed is much lower than expected, please log a ticket on the Customer Portal and attach your speed test screenshot.
Please include:
- Your name or account number
- Your service address
- Whether the test was done using Ethernet or Wi-Fi
- The device used for the test
- The time of the test
- Whether the issue happens all the time or only at certain times
Our Support Team will review the result and advise on the next step.
Important to know
Your fibre package speed refers to the speed of the fibre service to your router.
Wi-Fi speeds inside your home or office can be lower depending on your router, device, distance, walls, interference, and how many devices are connected.
For more information, you can read:
- What is wireless interference?
- Why is an Ethernet cable better than Wi-Fi?
- How to Optimise your Home Wi-Fi
