Frequently Asked
Questions
How can we help you?
It’s suggested to follow the steps below for an initial check.
1. If your router has been running for a long time, we recommend powering it off for 1–2 minutes before turning it back on to perform a restart.
2. Perform a cable connection test as a priority. If a cable connection test is not feasible, you can conduct a WiFi test.
[5G Wi-Fi Speed Test]
1. Connection: Connect to the router’s 5G Wi-Fi.
2. Speed Test: Click Here, select the “Telstra – Sydney” server under Change Server, and click “Go”.
Perform the speed test during the following time periods (please take a screenshot of your entire screen. Once the test is complete, kindly provide the results to us.):
Morning (8:00 – 10:00)
Afternoon (12:00 – 17:00)
Evening (Australia’s defined peak hours: 18:00 – 24:00)
Note: During the speed test, make sure you are standing in front of the router. If you have a Mesh router, it should be placed directly in front of the main router. Please refrain from downloading or using any other applications, and avoid using other devices.