Troubleshooting Connection and Speed Issues
Before troubleshooting your service, please check our Network Status page for information on any planned or unplanned outages.
Step 1: Have you had confirmation from MyRepublic that your service activation has been completed?
- There are several parts to the activation process, one of which is a technician appointment to connect your home to our wholesale network, once this work has been completed, we need to provision your service on the MyRepublic network.
- You will receive both an email and an SMS message to let you know that the activation process has been completed and it is time to set up your modem.
Step 2: Restart your Modem/nbn™ NTD
- 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) or Hybrid Fibre Coaxial (HFC) connection, also power off your nbn™ NTD, 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 130 888 and select option 4 for technical support.
Step 3: To isolate slow speed issues, check the programs running on your PC/MAC or other device.
- 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:
- Gaming applications or a Gaming console
- 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.
Step 4: Clear your Cache
- 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.
Step 5: Connect via your Ethernet Cable.
- You will always achieve the fastest speeds via your ethernet cable this is due to WiFi networks may have interference from various devices in your home.
- This interference can slow your wireless connection speeds. Plug your computer into your modem’s yellow port on the back using the yellow Ethernet cable that came with your MyRepublic modem.
- In some Australian homes, your WiFi mightn’t reach to all areas, if this is the case investigate investing in a PowerLine or Wi-Fi extender.
Step 6: Security and Anti-Virus programs
- 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.
Step 7: Storage on your device (PC/MAC) storage
- MyRepublic provisions you on the fastest speed available at your location, 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.
Step 8: Speedtest
- 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.
How do I connect to my Wi-Fi connection?
- As part of your modem delivery, you will find a Wi-Fi Security Card inside. This provides you with your Wi-Fi Name and Password.
- Please note: The password is case sensitive.
How to optimise my Wi-Fi performance
- There are a range of factors that can affect your Wi-Fi connection around your home. 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 home and/or large objects or furniture such as Fridges, washers, cabinets, or television.
- Wireless Interference from microwaves, cordless phones, or anything you have in your home 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.
Connecting to the Modem Interface
How can I access my modem set up wizard?
- We don’t recommend you change the network settings on your Wi-Fi Hub+ unless you are technically confident to do so.
- To access the Wi-Fi Hub+ set up wizard, connect your spare Ethernet cable into an Ethernet port on your computer, then type 192.168.1.1 into your web browser
Username is admin
Password is admin