Posts in Troubleshooting
What can impact performance and speed?

Things that can slow your internet speed include demand on the network and local conditions such as location, internet traffic, your line condition, hardware and software, the data source or destination.

Below are some specific factors that can affect speeds and your broadband experience.


Your router needs to be configured to use the wireless network standard 802.11n or later and a WPA2/AES encryption to achieve the best results from the high speeds available to you. Wi-Fi within the premises and router performance can often be the slow point in a nbn™ connection.

Location of modem/router

Your speeds can be affected if the modem/wife router is too far away from your normal location of device use, or is behind several walls, rooms or in a cupboard. Physical features of your home, such as steel framing and size and multiple levels may affect the strength of your wireless router’s signal.

Number of users

The number of local users and devices being used at one time will create demand for available bandwidth which in turn can significantly affect the overall speed experience.

Other devices

Microwaves, cordless phones and other devices work on wireless bandwidths which can interfere with speeds and your user experience.


There are many applications and programs that access the Internet. These may be running in the background on your device performing various activities such as downloading updates and files and uploading information. These activities may cause you to lose some of your total speed.

Network links

External network factors such as physical location of host computer, global Internet link between Sorted and the destination and the backhaul network between your premises and Sorted. Congestion on domestic and international links can be present during peak times.

Viruses & Malware

Viruses, malware and browser add-ons may consume significant system resources and adversely impact Internet speed.

Peak Network Times

The evening hours are like peak hour for Internet traffic. Increased traffic on the network may result in reduced speeds during this time.

Your Neighbours

An unsecured network, with no password, can be used by anyone in the vicinity and significantly reduce your speed. Secure your network to ensure only authorised users are accessing your network.

How do I set up my Sorted Services modem?

Your modem will be sent to you pre-configured with a quick setup guide. Depending on your modem/service type, the following guides are available.

I have data and voice

Quick Setup Guide FTTP Bundle

Quick Setup Guide FTTN Bundle

Quick Setup Guide HFC Bundle

Quick Setup Guide FTTP-HFC Bundle

Quick Setup Guide HFC Foxtel

I have data only

Quick Setup Guide FTTP

Quick Setup Guide FTTN

Quick Setup Guide HFC

Quick Setup Guide HFC Foxtel

What if I go over my download limit?

Sorted tracks your usage and keeps you updated when you hit 50%, 85% and 100% of your planned usage.

If you reach your monthly data allowance, you can keep going with your speed limited for the rest of that month, or simply change your data plan at any time at no additional cost.

If you don’t change your data plan your access speed will be limited 256Kbps upload and download speed for the remainder of that month (at no additional cost).

Why is my statement so high?

When your energy usage is higher than usual, the hints in this checklist may help explain why.

  • Change in the weather? 
  • Heating and cooling your house or running pool filters longer can push up your usage.
  • Changes in household appliances?
  • Some new appliances can increase your energy use by a surprising amount.
  • Old inefficient appliances may be due for replacement.
  • New house guests? The more people under your roof, the more energy you will use.
  • Correct meter reading? If we can’t access your meter your energy usage may be estimated - log into the app to enter a meter read and we can track your usage to target.

View our Energy Saving Tips.

What if I get billed by my previous supplier?

If you have any outstanding bills or break fees, your previous supplier may bill you for these.

Once you switch over to Sorted, all your services get billed by us. 

Provided you're up to date with payments, if you have received new charges from your previous service provider, you will need to raise a dispute with them and we will help you along the way.

Faults & Emergencies

In the event of any issue you need to contact your local electricity distributor - they're responsible for your meter, the poles and wires to your house. Their contact number are linked below (you'll also find them in the Sorted App). Before calling them we recommended you first check your distributor's website or twitter feed to identify if there's a known outage in your area.

For broadband, voice outages or service difficulties please contact us or chat via the Sorted App.