The troubleshooting steps differ depending on if you're testing with WiFi or the ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable. If possible, test both the WiFi and ethernet.
If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.
Comparing speed tests
To identify where the problem could be we recommend testing your speed on a device that is connected via WiFi and one that is connected via an ethernet cable. Compare both results to pinpoint the connection that is causing issues.
A few tips before starting the speed test
- Close all apps
- Only have one computer, tablet or mobile connected to the internet
- Select your nearest location, eg, Auckland, Wellington or Christchurch
- Repeat the test a couple of times to get an average speed
Doing a speed test
Click the link below and press GO. The application will now test your internet speed.
- PING: measures the latency of your modem to your selected location. A lower number means quicker communication and faster browsing times.
- DOWNLOAD: the download speed in Mbps. A higher number means faster inbound traffic.
- UPLOAD: the upload speed in Mbps. A higher number means faster outbound traffic.
Run a speed test
Spark's diagnostic tool
To automatically test your connection, you can sign in to MySpark and run the diagnostic test. Run Spark's diagnostic test
If you haven't registered for MySpark, you'll need to do this first. Register for MySpark
Check for a network outage
Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages
Check Spark plan
Check your Spark plan to make sure haven’t overused your monthly bandwidth, and are up to date with payments. Sign in to MySpark
Stop downloads or applications
Sometimes, when one device is downloading large files or running bandwidth heavy applications (eg, video streaming apps), internet can be slow on other devices.
Check if your internet speeds improve after closing downloads and applications.
Clear browser cache and cookies
Some browser settings can greatly impact your internet speed. In general, we recommend keeping your browser up to date and regularly clear the browser cache and cookies.
See our instructions on how to:
Check for viruses
Make sure you’re using up-to-date antivirus software. Viruses can slow your internet down. Learn more about staying safe online
Restart your modem
Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.
Check the cables
It is important to check that the cables are plugged in properly. Ensure there are no loose connections.
Factory reset your modem
Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem
Hardware related issue
If you can use the internet OK over WiFi, but it’s slow when using an ethernet cable, then the problem may relate to the hardware. Contact our customer support team on how to fix this.