Troubleshooting Slow Speeds on FTTB/FTTN
- Aug 22
- 3 min read
Updated: Sep 18
We understand how frustrating it can be when your nbn® connection isn’t performing the way it should. If you’re experiencing slower speeds than expected on your Fibre to the Building (FTTB) or Fibre to the Node (FTTN) service, don’t worry — there are a number of things you can try before we escalate the issue to nbn®.
This step-by-step guide from First Responder Broadband will walk you through the checks that can help identify and fix the cause.
Step 1: Run a Speed Test
Start by running a test using our official [First Responder Broadband speed test site].
The results are automatically logged against your account.
Our technicians can see these results if you call for support.
They also serve as formal evidence if we need to lodge a speed fault with nbn®.
⚠️ Make sure that no other devices are using the internet during the test (this includes downloads, uploads, or streaming), as this can affect the results.
Step 2: Test with a Wired Connection
If you tested with an Ethernet (wired) connection: continue to Step 3.
If you tested over Wi-Fi: wireless interference could be the cause. Before we can raise a fault with nbn®, we’ll need to rule this out. We’ll provide Wi-Fi troubleshooting tips separately.
Step 3: Restart Your Router
Turn your modem/router off, wait about 10 seconds, and then power it back on. Once the connection has re-established, run the speed test again. If there’s no improvement, move on to the next step.
Step 4: Check Filters, Splitters, and Cables
Make sure there are no telephone filters or splitters connected.
Try replacing the DSL cable with another one.
If possible, test with a different modem/router to rule out equipment faults.
Step 5: Inspect Internal Cabling
Count the number of telephone wall sockets in your home.
If you have more than one, your property may use star cabling (where the incoming line splits into multiple paths).
This can significantly reduce broadband performance.
Many customers have seen improvements of up to 30Mbps after an electrician simplified their cabling to a single, direct line to the primary wall socket.
Step 6: Contact Our Support Team
If you’re still experiencing slow speeds or if the issue has evolved into frequent dropouts, please contact the First Responder Broadband support team on 1300 372 000.
Speed degradation should be reported as soon as possible so we can begin fault investigation with nbn®.
What Happens When You Call Us
When you get in touch, our friendly support team will:
Run remote line tests to check for errors.
Ask you for some additional details about your setup.
Provide instructions for simple tests such as ping or tracert if needed.
Escalate the case to nbn® if the problem appears to be outside your home or equipment.
We can also assist you with plan checks, speed potential assessments, or discuss alternative connection options if necessary.
Other Possible Causes
Sometimes slow speeds are linked to line length between your premises and the node. This is common on FTTN services.
In these cases, nbn® may send out technicians to test the line and determine the best way forward. In certain situations, this could even lead to installation of a micronode or migration to another type of service.
It may take time, but it’s not a dead end — First Responder Broadband will work with nbn® on your behalf to push for the best possible outcome.
✅ By following these steps, you’ll either fix the issue at home or give us the information we need to escalate with confidence.