What should I do if my internet speed is slower than advertised in Australia?
If your internet speed is slower than advertised in Australia, first check your plan and perform speed tests. Then, contact your internet service provider (ISP) to report the issue. Under Australian Consumer Law, you are entitled to services that match advertised claims.
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How it works in practice
Under Australian Consumer Law (ACL), internet service providers (ISPs) must not make false or misleading representations about their services, including internet speeds. If your internet speed is consistently slower than what was advertised or what your plan promises, you have consumer rights.
Your Rights and ISP Obligations
ISPs are legally required to provide services that are fit for purpose and meet any express or implied claims. This means the speed you pay for should be largely achievable under normal operating conditions. While speeds can vary due to network congestion, Wi-Fi interference, or your home equipment, providers must accurately represent what you can expect. They cannot advertise 'up to' speeds if typical speeds are significantly lower. If an ISP cannot provide the promised speeds, they may be in breach of the ACL, entitling you to a remedy such as a refund, a different plan, or compensation.
Important exceptions
There are several qualifications to your rights regarding internet speed. Your ISP is not responsible for slow speeds if the issue stems from your own equipment, such as an outdated modem, poor Wi-Fi signal strength, or an old computer. Network congestion during genuine peak usage times can also cause temporary slowdowns, which are generally permissible if the overall service still meets reasonable expectations. Additionally, the type of NBN technology available at your address (e.g., Fibre to the Node vs. Fibre to the Premises) can inherently limit maximum achievable speeds, which should be disclosed by the ISP. Ensure you've ruled out these factors before escalating your complaint.
What you should do now
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Perform Multiple Speed Tests. Use reputable sites (e.g., ACCC, Ookla) at various times to gather evidence of consistently slow internet speeds.
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Troubleshoot Your Equipment. Reboot your modem/router and try an Ethernet connection to rule out issues with your home setup.
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Contact Your Internet Service Provider (ISP). Report the problem to technical support, provide speed test results, and request a resolution matching your plan.
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Keep Detailed Records. Document all communication: dates, names, reference numbers, and discussion summaries for potential escalation.
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Escalate to the TIO. If your ISP cannot resolve the issue, lodge a formal complaint with the Telecommunications Industry Ombudsman (TIO), providing your evidence.
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