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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.

Wi-Fi

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

Internet Speeds on the nbn™ Network Explained

The following information has been designed to help provide clarity regarding what actual speeds you can expect when connected to the nbn™ via the different network access technologies, and the factors that can affect your internet speed.

The main factors that can affect a user’s Internet speed / performance are:

  • nbn™ technology type
  • Network capacity
  • Home set-up
  • Speed tier provisioned on your service

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 nominal access line speeds (maximum line speed).

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 nominal access line speeds available for that technology.

nbn™ Technology Type Technology Description Nominal Access Line Speeds Factors affecting speed
Fibre to the Premises (FTTP)

https://youtu.be/9M7wZOg9g0E

Optical fibre is run from the nearest available fibre node, to your premises and is connected to an nbn™ utility box on the outside of your premises.

The utility box is then connected to an nbn™ connection box inside your home.

Up to 100Mbps download

Up to 40Mbps upload

Home set-up factors such as:

  • Modem quality and it’s Wi-Fi capability
  • Wi-Fi location / interference
  • # of users / devices on-line at the same time
Fibre to the Basement (FTTB)

https://youtu.be/abgfwLstQ6Y

Optical fibre is run from the nearest available fibre node, to a cabinet (MDF) in the buildings communications room.

From there the existing copper technology in the building is used to connect to the wall sockets in each apartment.

Up to 100Mbps download

Up to 40Mbps upload

Home set-up factors (hardware / # of users)

The length and quality of the copper line from MDF to the wall socket (e.g. the copper maybe damaged or suffering from corrosion)

Quality of cabling within the apartment (e.g. the copper maybe be badly connected or poorly configured)

Adverse weather conditions such as heavy rain

Fibre to the Node (FTTN)

https://youtu.be/aEkQxu8-f6Y

Optical fibre is run from the exchange to a FTTN node / cabinet in the street.

From there this will then connect with the existing copper network to the wall socket in your premises.

Up to 100Mbps download

Up to 40Mbps upload

Home set-up factors (hardware / # of users)

The length and quality of the copper line from MDF to the wall socket (e.g. the copper maybe damaged or suffering from corrosion)

Quality of cabling within the apartment (e.g. the copper maybe be badly connected or poorly configured)

Adverse weather conditions such as heavy rain

Hybrid Fibre Coaxial (HFC)

https://youtu.be/iQutfGneY6s

Optical fibre is run to the nearest available fibre node / cabinet in the street.

This will then connect with a HFC cable which runs all the way to an nbn™ utility box on the outside of your premises.

A cable then connects the utility box to a wall socket in the premises.

Up to 100Mbps download

Up to 40Mbps upload

Home set-up such as:

  • Modem quality and it’s Wi-Fi capability
  • Wi-Fi location / interference
  • # of users / devices on-line at the same time
Fixed Wireless

https://youtu.be/EggbiUBklZg

An outdoor antenna on your roof receives a signal from a fixed nbn™ wireless tower.

This antenna is connected to a nbn™ connection box inside your premises.

Up to 50Mbps download

Up to 20Mbps upload

Home set-up factors (hardware / # of users)

Obstruction of antenna’s line of sight which affects signal strength

Adverse weather conditions such as heavy rain

 

Network Capacity

As more premises access the internet (particularly in peak periods 5 – 10pm) 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™ co 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.

Home Set-up

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.

Speed Tier Provisioned

At MyRepublic, we only offer the one speed tier.

We will provide you with the highest nominal access line speed available at your address, as per the table below.

nbn™ Technology Type Nominal Access Line Speeds Internet speed suitable for
Fixed Line Connections (FTTP, FTTB, FTTN, HFC) Up to 100Mbps download

Up to 40Mbps upload

Multiple people / devices online at the same time

4K video streaming

Uploading and downloading large files

Fast responsive online gaming

Fixed Wireless Up to 50Mbps download

Up to 20Mbps upload

Streaming in High Definition

Working from home

Uploading and downloading large files

It needs to be noted that your nbn™ service cannot go faster than the nominal access line speed available at your premises.

As a result if you have a Fibre to the Node (FTTN) or Fibre to the Building (FTTB) connection, the line speed achievable on the nbn™ technology at your premises may be slower than the speed tier provisioned on your service.

Actual user speeds will be less than the nominal access line speed and will vary depending on various factors as outlined above.

Why can’t everyone get Gigatown Speeds?

Gig speeds are in MyRepublic’s DNA- we have been instrumental in rolling out affordable Gig speeds in Singapore and New Zealand and MyRepublic believes that Aussies want affordable Gig speeds too.

Due to current government regulated wholesale pricing, we would have to charge well over $200 per month to roll out Gig speeds across Australia, which is why MyRepublic launched our Gigatown Competition and thanks to Fletcher Thompson’s winning answer, MyRepublic has heavily subsidised the delivery of Gig services to the residents of Wollongong.

If you think Aussies deserve affordable Gig speeds, sign our petition to lobby the Government for a wholesale review of AVC and CVC pricing.