Slow internet can be caused by Wi-Fi signal, device limitations, heavy usage on the connection, or an issue with the fibre line itself.
To help our Support Team investigate properly, please follow the steps below and include the requested information when logging a ticket on the Customer Portal.
Step 1: Test using an Ethernet cable
The best way to test your fibre speed is with a laptop or computer connected directly to your main router using an Ethernet cable.
This helps confirm whether the issue is with the fibre service itself, or whether it may be caused by Wi-Fi signal, interference, distance from the router, or another local network issue.
Please follow our Speed Test Guide to make sure the test is done correctly.
Important: If the fault needs to be escalated to the Fibre Network Operator, they will usually require a valid Ethernet speed test before they will investigate further.
Step 2: Test using Wi-Fi
If you mainly use Wi-Fi, please also run a speed test from the device that is experiencing the problem.
This helps us compare the wired test result with the Wi-Fi test result.
If the Ethernet test is good but the Wi-Fi test is poor, the issue is likely related to Wi-Fi coverage, interference, distance from the router, or the device being used.
Step 3: Pause other internet usage
Before running your tests, please pause anything that may be using the internet, such as:
- Streaming apps
- Downloads
- Online games
- Cloud backups
- Software updates
- CCTV uploads
- Other devices using the connection
This helps make sure the test result is accurate.
Step 4: Take screenshots of your results
Please take screenshots of both tests:
- The Ethernet cable speed test
- The Wi-Fi speed test, if Wi-Fi is where you are experiencing the issue
The screenshots should show the download speed, upload speed, ping, and the time of the test.
Step 5: Log a ticket
Once you have completed the tests, please log a ticket on the Customer Portal.
When logging the ticket, please include:
- Your name or account number
- Your service address
- A screenshot of the Ethernet speed test
- A screenshot of the Wi-Fi speed test, if applicable
- The device used for each test
- The time of the test
- Whether the issue happens all the time or only at certain times
- Whether the issue affects all devices or only one device
Our Support Team will review the results and may ask for further testing if needed.
Important to know about Wi-Fi
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 the router, device, distance, walls, interference, and how many devices are connected.
PacketSky is responsible for delivering the fibre service to your router, but Wi-Fi coverage and Wi-Fi speed throughout the premises cannot be guaranteed in every room or on every device.
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
Still having speed issues?
Please contact PacketSky support by logging a ticket on the Customer Portal, or contact our Support Team during support hours.
