Troubleshooting Broadband Connection and Speed Issues

• Remove the power cable from the back of your modem for 10 seconds, then plug it back in. After approximately 2 minutes the lights on the modem should come on again and go green.
• If you have an nbn™ Fibre to the Premises (FTTP), Fixed Wireless (FW) Hybrid Fibre Coaxial (HFC) or Fibre to the Curb (FTTC) connection, also power off your nbn™ NTD (nbn™ device), by turning it off at the power point on the wall. Wait for 30 seconds and then power it back on. Please wait 2 minutes to reconnect to the internet.
• On the nbn™ connection box (NTD) the Power, Optical and UNI-D lights need to be on:
  • The Power Supply Unit (PSU) needs to have the System Status light on.
  • Note: the UNI-D lights are meant to be an Amber colour.
  • If any combination of these lights are turned off or are red, start by turning the PSU off at the power point on the wall. Please wait for 30 seconds and turn it back on.
  • If the Power, Optical, Alarm or Update lights are red, please contact MyRepublic on 1300 MYR BIZ (1300 697 249) and select option 4 for technical support.

• Aside from your internet browser, please check if you have any programs that are accessing the internet and are open or running in the background, some examples include:
  • Cloud based application
  • File-Sharing / P2P applications / Torrent applications
  • Social networking applications
  • Online chat (Skype etc.) applications
  • Software Updates
• If you find a program is accessing the internet, please completely exit or disable it and recheck your browsing speed.

• Close all of your internet browser windows (eg: IE, Firefox, Chrome etc ), including this one.  Then re-open a single browser window and clear its cache.
• A browser cache is a group of files, images, objects that are stored locally on your computer to speed up browsing. Sometimes having a large cache can affect the performance of the browser itself which may make surfing the internet slow.
• Different browsers and browser versions will have specific steps, to clear their cache, we recommend using your browser’s help menu for assistance with cache clearing, this is often accessible by clicking the menu in the right-hand top corner of your browser.
• After you’ve cleared your cache – Close your browser window and reopen it.

• You will always achieve the fastest speeds via your ethernet cable this is due to Wi-Fi networks may have interference from various devices in your business.
• This interference can slow your wireless connection speeds. Connect your computer to your modem using an ethernet cable to the modems ethernet port using the Ethernet cable that came with your MyRepublic modem.
• In some business premises, your Wi-Fi might not reach to all areas, if this is the case investigate investing in a PowerLine or Wi-Fi extender.

• If you have a security or anti-virus program with an in-built firewall enabled:
  • Please disable the program / firewall for testing purposes and wait 30 seconds.
  • Check your browsing speed
• If this has fixed your speed issues your firewall / security program is slowing down your connection speed. Please contact the software manufacturer for assistance with reconfiguring your firewall/security suite to optimise connection speed.
• Important: It’s not recommended that you leave your firewall disabled, as this may present a security risk.

• MyRepublic provisions you on the nbn™ 50 or nbn™ 100 Tier, however sometimes the speeds are so high it may be your computer struggling to keep up.
• If your hard drive is approaching its capacity or you have too many programs running it could be affecting your devices browsing performance.
• Try restarting your device to end all unnecessary programs running or free up disk space if you’re close to capacity.

• We have our own dedicated Speedtest server for MyRepublic customers available here.
• To run a Speedtest, connect your modem to your PC/MAC via the yellow ethernet cable, followed by selecting the ‘Run Test’ option.
• If you don’t use the MyRepublic Speedtest, your results may not be completely accurate, if you do use an alternative Speedtest, ensure that you connect to a server near your location.

• There are a range of factors that can affect your Wi-Fi connection around your business. To get the best performance out of your Wi-Fi ensure your modem is located in a central location where signals wont be affected:
  • Internal walls in your business and/or large objects, thick walls or furniture.
  • Wireless Interference from microwaves, cordless phones, or anything you have in your business that produces wireless signals.
  • Wi-Fi signals are affected when travelling through water such as fish tanks and water tanks.
• You can improve your Wi-Fi connection by:
  • Changing the location where you have installed your modem or move it to a higher position such as on a cupboard or shelf in a central location.
  • Select a different Wi-Fi Channel for your modem.

Co-existence period is where nbn™ Fibre to the Node (FTTN), Fibre to the Basement (FTTB) and Fibre to the Curb (FTTC) services share the same network infrastructure with older copper services which will impact the speed that you can receive. 18-month after the initial rollout of the nbn™ the old copper services will be switched off, ending co-existence period and enabling you to achieve maximum possible line speed.

nbn™ Technology Type

nbn™ is utilising a multi technology mix for the roll out of the nbn™ across Australia. As a result, different nbn™ technologies have different tiers (nominal access line speeds).

A user’s experience, including the actual line speeds achieved over the nbn™ network will vary due to various factors, as outlined below (wiring, usage and weather).

In most circumstances, the actual speed being received will be less than the nbn™ tier available for that technology.

As more premises access the internet (particularly in peak periods 7 – 11pm) the more pressure (congestion) it puts on the network. As the congestion increases slower broadband speeds will be experienced by users. Congestion issues can be managed by purchasing more bandwidth (capacity) from nbn™  as well as through network management which is how a service provider configures and shapes their network.

MyRepublic has been built specifically to maximise the user experience on the nbn™. We use our own web traffic priority optimisation system to help ensure that time sensitive applications like video streaming remain smooth while also remaining flexible for heavy downloading scenarios.

The MyRepublic team is constantly monitoring the network to help provide the best user experience available.

Hardware:

The quality and condition of your modem / router can affect your internet experience. A device that has been provided by your service provider and certified to work with the nbn™ network will ensure optimal performance, that is why all MyRepublic connections come with a MyRepublic modem optimised for use on our network.

Wi-Fi:

The Wi-Fi on your modem / router uses radio signals to transmit data to your connected devices. As a result, the performance of your Wi-Fi can be affected by the location of where you place your device. It should be placed in a central location so that the Wi-Fi signal can travel unimpeded, and away from other electronic devices which may cause interference (microwaves, TV’s).

All the  modem / routers MyRepublic provides have AC wireless technology which will perform better than ones with the older N technology.

Internal Wiring:

The condition of the copper lines / wall sockets within your premises can impact on your nbn™ experience. The copper maybe damaged or suffering from corrosion, the wall socket connections loose or poorly connected. This predominately relates to FTTB / FTTN connections.

Number of users / devices online at the same time:

When there are multiple users / devices connected to the internet at the same time those users are all sharing the available bandwidth. As the number of users increases the slower the speed experience will be for all.

As an example, think of the nbn™ network as a highway, and MyRepublic as the gateway to the highway. During off-peak hours traffic should flow freely and quickly. However, during peak periods when traffic on the highway increases, the speed by which traffic flows on the highway will decrease.

The ability to manage that traffic, as well as having enough capacity to cater for the increase in traffic can help alleviate congestion / slow speed issues.

MyRepublic’s own traffic priority optimisation system and network capacity helps ensure that congestion issues are not experienced by our customers.

MyRepublic provides the choice of two nbn™ business plans: The MyBusiness Lite and Pro. When you service qualify your address, we will provide you with an indication of expected access line speed based on the information from nbn™ and the technology servicing your address. This will determine the available plans from which you can select at sign up.

The MyBusiness Lite plan is associated with the nbn™ 50 product which provides a maximum access line speed of 50mbps (download) and 20Mbps (upload).

The MyBusiness Pro plan is associated with the nbn™ 100 product which provides a maximum access line speed of 100mbps (download) and 40Mbps (upload).

For customers connected to the nbn™ via FTTN, FTTB or FTTC at service qualification we provide you with an indication of expected access line speed based on information from nbn™ and the technology connecting your address. This will determine the nbn™ tiers from which you can select at sign up. FTTN, FTTB and FTTC speeds to be confirmed when active, you can downgrade your tier to nbn™ 50 by contacting Customer Service.

nbn™ 50 and nbn™ 100 refers to nominal access line speed. Speeds on both plans are variable and you will typically experience slower speeds than the maximum connection speeds available on your plan, particularly during peak times (7-11pm). Your speed will also vary based on the technology connecting your location to the nbn™ and will vary for a number of reasons including the content being downloaded by the end-user, your distance and the quality of the copper from the node, basement or curb for FTTN, FTTB and FTTC services, backhaul networks (including the performance of interconnecting infrastructure not operated by MyRepublic), and your hardware and software configuration. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

The nbn™ tiers stated above are the maximum theoretical access line speeds that can be delivered over the nbn™. MyRepublic makes no guarantees of any kind on the actual speed that will be achieved by any individual user as we rely on our supplier to ensure services are provisioned to deliver optimum speeds at all times.

Co-Existence Period: A co-existence Period may exist for services using nbn™ FTTB, FTTN and FTTC. During this period exchange based ADSL and/or special services may co-exist on the same network infrastructure as the nbn™ services. In this case, your speed will be affected due to interference from equipment or network provided by other services.