Applies to: UltraFast Fibre 150, UltraFast Fibre 500, UltraFast Fibre 900
Audience: Residential and small-business customers
Summary
Use this guide if your broadband connection feels slower than expected, websites are taking longer to load, video calls are freezing, or streaming quality is dropping.
This article explains how to check whether the issue is with your broadband line, Wi-Fi coverage, connected devices, or temporary network conditions.
Common symptoms
You may need this article if:
- Speed tests show lower results than expected.
- Video calls freeze or drop.
- Streaming services buffer or reduce picture quality.
- Online games show high latency or lag.
- Some rooms have much weaker Wi-Fi than others.
- Wired devices are fast but Wi-Fi devices are slow.
Before you start
You will need:
- Your Nexora Connect account number or service ID.
- Access to your Nexora SmartHub or SmartHub Plus.
- A laptop, phone, or tablet connected to your home network.
- The postcode where the service is installed.
Step 1: Check for a known service issue
Before changing any settings, check whether there is a known issue in your area.
- Go to the Nexora Connect service-status page.
- Enter your postcode.
- Check for broadband outages, planned maintenance, or local network alerts.
- If there is a known issue, follow the status update rather than resetting your equipment repeatedly.
You can also ask the Nexora Assistant:
“Is there a broadband issue in my area?”
Step 2: Restart your SmartHub
A restart can resolve temporary connection problems.
- Turn off the SmartHub using the power button.
- Wait 30 seconds.
- Turn the SmartHub back on.
- Wait for the broadband and Wi-Fi lights to become steady.
- Re-test your connection.
Do not factory reset the SmartHub unless Nexora Support asks you to do so.
Step 3: Run a wired speed test
A wired test helps separate broadband-line speed from Wi-Fi performance.
- Connect a laptop directly to the SmartHub using an Ethernet cable.
- Close streaming apps, cloud backup tools, games, and large downloads.
- Run a speed test.
- Compare the result with your package speed.
If the wired speed is close to your expected package speed, the issue is likely related to Wi-Fi coverage, device performance, or local network congestion.
Step 4: Improve Wi-Fi performance
Try the following checks:
- Place the SmartHub in an open position, not inside a cupboard.
- Keep it away from thick walls, metal objects, mirrors, microwaves, and cordless phones.
- Avoid placing it on the floor.
- Move devices closer to the SmartHub and test again.
- Disconnect unused devices and re-test.
- Use the Nexora app to check signal strength in each room.
Step 5: Check connected devices
A single device can sometimes use a large amount of bandwidth.
Common examples include:
- Cloud backup software
- Game downloads
- 4K streaming
- Security cameras uploading footage
- Video calls
- Smart TVs updating apps
- Large file transfers
In the Nexora app, open Connected Devices to see which devices are currently active.
When to create a support ticket
Create a technical ticket if:
- Wired speed is consistently much lower than expected.
- The SmartHub broadband light is red or flashing for more than 15 minutes.
- The service drops several times per day.
- Multiple devices are affected, including wired devices.
- The service-status page shows no local issue but the problem continues.
Suggested IVA handoff
If the customer still needs help, the Nexora Assistant should collect:
- Postcode
- Account number or service ID
- SmartHub model
- Light status
- Wired speed-test result
- Wi-Fi speed-test result
- Number of affected devices
- Time the issue started
