My Internet Is Slow. Who Should I Contact for Assistance?
When your internet connection is not delivering the performance you expect, it's crucial to determine the source of the issue and find the appropriate support. Let's demystify the process of identifying the problem and where to seek assistance.
Understanding the Roles:
Your Internet Service Provider (ISP) is responsible for establishing the internet connection to your location, while the management of the service within your home or business falls under your internal setup. The line between internet service and home or business information technology can sometimes be blurred, so let's clarify the key points.
Know Your Demarcation Point:
The point where your internet service enters your premises is commonly referred to as the 'demarcation point.' This point varies depending on the type of service:
| Technology | Provider | Demarcation point |
| Fibre to the Node/Basement (FTTN/B) | NBN and Capti | First phone socket in from where the lead-in enters your premises |
| Fibre to the Basement (G.hn) | Capti | Network Termination Device (NTD). |
| Fibre to the Premise (FTTP) | NBN and Capti | Network Termination Device (NTD). |
| HFC | NBN and Capti | Network Termination Device (NTD)/ Coaxial modem. |
| FTTP/HFC | OptiComm | Internal ONU or Cable/Coaxial modem or Internal data point. |
| Fixed Wireless | Capti | the port on your PoE power injector (usually labelled 'LAN') |
Knowing these demarcation points is essential for conducting the right tests.
Direct Testing NTD via LAN (bypassing your modem):
To accurately measure the quality of your internet connection as it's delivered to you, conduct a test at one of these demarcation points. By eliminating additional variables like Wi-Fi or internal cabling, you'll obtain the most precise results, helping us identify the issue effectively.
We may request that you perform this test and share the results, so performing it beforehand can expedite the troubleshooting process. If the direct test indicates that your internet is performing as expected, it suggests our service is being delivered correctly, and the issue likely lies within your internal setup.
Diagnosing Internal Factors:
While the Capti team is happy to recommend devices that can enhance your internet experience within your premises, it's advisable to consult a professional if you encounter issues beyond the demarcation point. These issues could be associated with any or all of the following:
- Insufficient Wi-Fi coverage
- Inadequate modem/router specifications
- Subpar cabling
- Faulty equipment
In such cases, professional assistance is recommended to address these internal factors effectively.
Leveraging Your Plan's Top Speeds
Having a high-quality modem or router is crucial for making the most of your internet plan. Upgrading to a newer, faster, and more compatible modem/router can help troubleshoot connection issues and prevent them from affecting your internet speed. Depending on your Capti plan's speed tier, select a modem/router that can support the download speeds you need, especially for wireless connections to devices like TVs, computers, gaming consoles, and other tech devices.
Optimising Your Property's Layout
Ensure that your modem or router meets all the requirements of your household. Consider wired connections, as they provide a more reliable connection than Wi-Fi. If you plan to connect devices with an Ethernet cable, make sure your modem/router has enough ports. If you need Wi-Fi coverage beyond 10 meters, consider Wi-Fi extenders or consulting an electrician to extend the connection. Explore your modem or router's Wi-Fi settings to enhance signal range and keep the firmware up to date.
Talk to Our Team
Having the right hardware is essential for maximising the benefits of your new internet service. The type of router you need depends on your specific connection type. While a newer router is likely compatible, it's always a good idea to check with us to be sure. At Capti, we offer a range of routers to suit your needs. Get in touch with our team today for a discussion about internet plans and the hardware that's right for you.