If you’re experiencing issues with your Neptune service, running a speed test can help identify any performance problems. For the most accurate results, connect your device directly to your Network Termination Device (NTD) and run a test using Speedtest.net. Additionally, you can run a Health Check in Triton for NBN connection diagnostics, which provides deeper insights into your network status.
Step 1: Connect Directly to the NTD
For the best accuracy, it’s essential to connect your device directly to the NTD, bypassing your router. This ensures that your speed test reflects the performance of the Neptune network itself.
Use an Ethernet Cable: Plug one end of the Ethernet cable into the Ethernet port on your NTD.
Connect to Your Laptop or Computer: Plug the other end of the Ethernet cable into the Ethernet port on your laptop or desktop computer.
Note: If your device does not have an Ethernet port, it is strongly recommended to purchase a USB-to-Ethernet adapter, available at Officeworks or other computer stores.
Step 2: Run a Speed Test on Speedtest.net
Visit Speedtest.net: Open a browser and go to Speedtest.net.
Select the Server: For optimal results, select either the NEPTUNE INTERNET server or the GSL Server on Speedtest.net.
Start the Test: Click the Go button to run the test, which will measure your download speed, upload speed, and ping (latency).
Step 3: Run a Health Check in Triton
In addition to running a speed test, Neptune recommends running a Health Check through the Triton Subscriber Portal to diagnose your NBN connection further. The Health Check provides valuable insights, such as dropout counts, stability status, and other diagnostic data that can help pinpoint connectivity issues.
To Access Health Check: In Triton, select your service, go to Actions > Health Check, and click Run Health Check. This will perform a full diagnostic of your NBN connection.
Evening Speeds and Network Considerations
Please note that evening speeds can vary due to NBN capacity in your area and the type of access technology used:
Fixed Wireless and HFC (Hybrid Fibre Coaxial): These are shared media types, meaning the available bandwidth is distributed among users in the area. As a result, speeds may decrease during peak evening times when more users are online.
Fixed Wireless: This technology may also be impacted by weather conditions and line of sight (visibility) to the tower, which can lead to further fluctuations in speed.
FTTN (Fibre to the Node) and VDSL Connections: The quality and stability of these connections can be affected by the condition of the copper telephone line running to your premises. Any aging copper, poor-quality connections, or older telephonic equipment along the line can degrade connection quality and speed.
Step 4: Share Your Results
Once you have completed the speed test and health check, share your results with Neptune Support if issues persist. You can send the results via:
Email: [email protected]
Chat: Use the chat widget located in the bottom-right corner of the Triton portal.
By connecting directly to the NTD, running a speed test, and using Triton’s Health Check diagnostics, you’ll gain a comprehensive view of your network performance, helping Neptune Support identify and address any issues effectively.