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Why your speed test result may not tell the whole story
You have signed up for a fibre package, but a speed test on your phone shows a lower speed than what you bought. Your video is buffering, a download is taking longer than expected, or the Wi-Fi signal becomes weaker as you move through your home.
It is understandable to wonder: “Am I getting what I pay for?”
The answer is not always as simple as the number displayed by a speed test. The speed of your fibre line and the internet experience on an individual device are connected, but they are not the same thing. Wi-Fi signal strength, router placement, the device you are using to connect to the internet and what everyone in the household is doing online or how many devices are connected at the same time can all affect performance.
Here is what you need to know.
Your package speed is a best-case figure
The speed on your package is the best your connection can deliver. Like the fuel consumption figure quoted for a car, it reflects ideal conditions: a direct wired connection, no other devices using the line and no interference. Everyday life rarely looks like that.
In a real home, other people are online, Wi-Fi signals pass through walls and devices differ in what they can handle. The speed you experience on any one device will therefore usually be lower than the number on your package, and even a wired test may come in a little below it. This does not mean something is wrong. It means your package speed is the ceiling, and what you experience on a single device sits at or below it. The sections below explain what most often brings the number down, and how to tell a normal result from a real problem.
Your package speed is shared across your household
A common misunderstanding is that every connected device receives the full speed of the package. In reality, your package speed is shared across all the devices being used in your home.
For example, if your household is on a 30Mbps package and one person is streaming, another is gaming, someone else is on a video call, and someone else is downloading a large update, all these activities use the same available connection. Each device does not receive the full 30Mbps separately.
Simply having several devices connected should not cause a problem. What matters most is what those devices are doing. A phone sitting idle uses very little bandwidth, while streaming, gaming, video calls, cloud backups and large uploads or downloads can use much more.
This is why, if you are on a package below 50Mbps, you may experience slower performance when several people are online at the same time. It does not necessarily mean that your fibre line is faulty. The household may simply be asking the package to handle more than it comfortably can.
Fibre speed and Wi-Fi performance are different
Fibre brings the internet connection to your router. Wi-Fi carries that connection wirelessly from the router to your phone, laptop, television and other devices.
Many complaints described as “slow fibre” are actually related to the Wi-Fi connection inside the home. Wi-Fi can be affected by distance from the router, wall thickness and material, furniture, other electronic equipment and interference from nearby neighbours’ networks.
The farther you move from the router, the weaker the signal may become. A device in the same room as the router will usually have a better connection than one behind several walls or on another floor.
In many homes, the router is connected to a fixed fibre termination point and cannot simply be moved to another room. If the termination point is in a kitchen, garage or another part of the home, do not disconnect or relocate the equipment yourself.
Instead, make the most of its current position. If the cable allows, keep the router upright on a raised, open surface close to the termination point. Avoid placing it inside a closed cupboard, behind a large appliance or underneath other objects. If the signal is weak in rooms farther away, try connecting to the 2.4GHz Wi-Fi option. You can also contact us for advice on suitable ways to improve coverage in your home.
Understand the difference between 2.4GHz and 5GHz Wi-Fi
Some routers provide two Wi-Fi options: 2.4GHz and 5GHz. The 5GHz Wi-Fi option is not the same as a mobile 5G network.
Each option has a different strength:
If your device is connected to 5GHz while you are far from the router, the connection may weaken or drop. Moving closer to the router or trying the 2.4GHz option may provide a more stable connection.
Your device can affect the result
Not every phone, laptop, television or gaming console can connect at the same speed. Older devices may have older Wi-Fi technology or limited processing power. Devices may also run updates, backups and apps in the background without you noticing.
This means two devices tested in the same room can produce different results. A lower result on one phone does not automatically mean that the fibre line is delivering a lower speed.
How to perform a more reliable speed test
A speed test over Wi-Fi measures the experience between your device and the router, as well as the internet connection. It can therefore be affected by distance, interference and the device itself.
For a clearer indication of the speed reaching your router, follow these steps:
A wired test removes many of the Wi-Fi factors that can affect the result. If you only have a phone available, stand close to the router, make sure the Wi-Fi signal is strong and pause heavy internet activity on other devices before testing.
Pay attention to when the problem happens
It helps to look for a pattern instead of relying on a single test.
Does the connection become slower mainly in the evenings or on weekends? These are often the times when more people in the household are streaming, gaming, downloading or using social media at once. If performance improves when fewer devices are active, the package may be under pressure during busy periods.
Also note whether the issue affects every device or only one, whether it happens in one room or throughout the home, and whether restarting the router helps. These details can make it easier to identify the cause.
What you can try before asking for help
If your internet feels slow or unstable, try the following:
Choose a package that matches how your household connects
A lower-speed package can be a good fit for light browsing, messaging and basic everyday use. However, a home with several people streaming, working from home, gaming, attending online classes or transferring large files may need more speed.
The right package is not only about the number of devices in the home. It is about how many devices are being used at the same time and what they are being used for.
If your wired test repeatedly shows a concern after other activity has been paused, or if the connection continues to drop across multiple devices, contact us for support. Sharing your test results and the patterns you have noticed will help the team investigate more effectively.
Your fibre package sets the speed available to your home. Your Wi-Fi setup, devices and household activity shape how that speed is experienced. Understanding the difference can help you improve your connection, choose the right package and get more value from your fibre service.