Whether you’re in the middle of an important work call, binge-watching a new series, or trying to play your favourite online games, a laggy internet connection can be frustrating!
At Leaptel we pride ourselves on providing rock-solid internet and we have a helpful Australian-based support team ready to leap in and resolve any issues.
However, if you’d prefer to go the DIY route, there are a few quick troubleshooting steps that you can try to get your internet back up and running before you reach for the phone!
No Internet? Don’t Panic (yet!).
If your internet’s gone AWOL, it’s always helpful to start with the basics.
The first thing to check is whether it’s a problem specific to your property, or a network issue that has taken down your entire area.
If you’re an existing Leaptel customer, you can use your mobile data to log into the Leaptel Member Portal to view your service status. We also do our best to keep our customers informed, so you should receive an email anytime there is an outage that will impact your service.
If there are no issues reported – it might be an issue from within the house!
Check your modem and router. Are all the cables plugged in correctly? A loose power cord or an unplugged Ethernet cable could be the culprit (dogs and kids can often knock them and cause issues!)
The classic ‘turn it off and on again’ trick. This fixes more issues than you might expect. Power down your modem and router, wait 30 seconds and then turn them back on.
Check the lights. Are there blinking red lights or no lights at all? That’s your router’s way of waving a tiny red flag. Look up what those lights mean in your router’s manual (or do a quick search for your router online).
Still no luck? If you’ve checked everything and your internet is still letting you down, it’s time to call us on 1300 205 327 (or your current Internet Service Provider (ISP)). They should be able to run remote tests and let you know if the issue is on their end or yours.
Your internet’s working…but at 1995 speeds…
If your internet is technically working but moving at a snail’s pace, try these tips:
First, it’s always worth running a speed test. Consider running a test over both a wired Ethernet connection and via Wi-Fi. This will help isolate the issue.
For instance, if your wired speeds are consistently higher than your Wi-Fi speeds, this could highlight a potential issue with your Wi-Fi set-up, or a bottleneck from either your router or device.
Certain routers or devices may not be able to provide you with Wi-Fi speeds equal to your current internet plan. For example, if you’re on a 1Gbps plan and your speed tests aren’t breaking 500Mbps, it may be worth checking the specifications of the router and device you’re using. To reach gigabit speeds (800+ Mbps), you’d need a Wi-Fi 6E device like the iPhone 15 Pro/Pro Max (2023), Pixel 7 Pro (2022), or Galaxy S23 Ultra (2023), paired with a Wi-Fi 6E router on the 6GHz band.
There are a number of speed tests available but speedtest.net is our favourite! As a bonus tip, if you’re testing over a wired Ethernet connection on a 1Gbps plan, consider using the Speedtest desktop app rather than your browser. The dedicated app bypasses browser-related overhead, giving you a more accurate snapshot of your connection speed.
Router placement matters. Keep it central, high up, and away from walls, metal, and other electronics that could mess with the signal. If you’ve moved your furniture recently, this can impact how well the Wi-Fi is reaching different parts of the house.
Wi-Fi interference is real. Microwaves, baby monitors, and even your neighbour’s Wi-Fi can cause interference. Try switching to the 5GHz band to avoid interference from such devices as these typically use the 2.4GHz band. Alternatively, you can also try moving further away from these devices if you can.
Do note that the 2.4GHz band has better range but is slower, while 5GHz is faster but has a shorter range – you may find in your home, that one works better than the other, so experiment with both.
Maybe it’s time for an upgrade. If you’re still running the same old trusty router from years ago, it might be time for a new one—or you may find it beneficial to invest in a mesh system.
Mesh Wi-Fi uses multiple routers (or “nodes”) working together to deliver seamless, whole-home coverage. Unlike a single router that can leave dead zones, a mesh network uses multiple nodes to extend Wi-Fi across your home without sacrificing speed. As you move around, your devices automatically connect to the strongest signal, providing a smooth and consistent experience.
Mesh systems are especially helpful in large homes or buildings with brick walls, concrete floors or construction that uses a lot of metal.
One excellent option is the eero 6+, a WiFi6 mesh system that covers up to 420 square metres (with a 3-pack). With compatible devices, it can even support gigabit speeds over Wi-Fi.
Consider your household’s bandwidth needs. Big downloads and multiple streams can slow things down. If you regularly have someone in the house streaming 4K movies while another is downloading games, consider switching to a higher speed plan to better handle your household’s bandwidth usage.
You can do this yourself by logging into your Leaptel Member Portal. (Navigate to the details section from the Dashboard and then choose “Change Plan” from the “Data Plan” section).
Wi-Fi Constantly Dropping Out?
Wi-Fi that keeps cutting out is beyond annoying. While some of the suggestions mentioned above like improving your router’s placement could help, here are a couple more things to consider:
Too many networks nearby? Living in an apartment complex? Your Wi-Fi could be clashing with the neighbours’. Manually switching to a less congested channel in your router settings can help.
Firmware updates = a happy router. Just like your phone or computer, your router needs updates too. Check your router settings and make sure it’s running the latest version.
Webpages Not Loading? It Might Be a DNS Issue
We’re getting technical now, and this is where you may prefer to contact support.
If websites simply aren’t loading, your DNS (Domain Name System) might be playing up. A DNS server translates domain names into IP addresses which is what allows your computer to connect to the websites you’re trying to reach. Here are a couple of potential fixes you can try:
Flush your DNS cache. It’s like clearing your browser cookies but for the internet.
- Windows: Open Command Prompt and type ipconfig /flushdns
- Mac: Open Terminal and enter sudo killall -HUP mDNSResponder
Try a different DNS provider. Switching to Google’s DNS (8.8.8.8, 8.8.4.4) or Cloudflare (1.1.1.1, 1.0.0.1) can sometimes speed things up. You can change these in your device or router settings.
If none of this helps, it might be a bigger network issue— in which case, it’s time to call in the pros – Leaptel support 1300 205 327.
TL;DR: when should you call support?
📌 No internet connection, and it’s not an outage
📌 Consistently slow speeds, even after troubleshooting
📌 Frequent disconnections, weird router errors, or flashing lights
📌 Websites refusing to load despite all your best efforts
📌 You’ve read this whole guide and are still stuck
Remember, Leaptel’s expert Aussie support is here to help. With local, 100% Australian-based support (even on the weekends), our team can help troubleshoot and rectify any issues you may run into.