Optus slow internet in Australia: tests, evidence and complaints

If your Optus connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: Optus Ultra WiFi Modem (Gen 2) and Ultra WiFi Booster (Gen 2), menus as shown in Optus’s device guides in 2026. The Optus Ultra WiFi 5G Modem and older Sagemcom modems have different menus.Checked: 3 November 2026

When this helps

  • You use Optus in Australia.
  • Your connection is slower than expected, drops out or performs badly at certain times.

Check your Optus Ultra WiFi Modem

These checks apply to Optus Ultra WiFi Modem. Check the model before following its menus.

  1. Sign in and click Home to see the modem information.

  2. Click Settings, then Continue below Modem Settings, to see the internet connection information.

  3. Check the Internet light; solid green means connected and solid red means a connection error.

  4. Solid blue means the modem is using its 4G backup SIM, not the nbn.

Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see the Optus Ultra WiFi Modem guide.

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

  1. Compare a wired connection to the router with Wi-Fi on the same device.

  2. Repeat the same test server during the slowdown and at a quieter time.

  3. Record download, upload, latency and whether another household device was using the connection.

How to complain to Optus

Use Optus’s official support to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

For the local escalation route and conditions, follow the Australia complaint guide.

11 November 2022 · Federal Court penalties

The ACCC reported penalties of A$13.5 million for Optus over misleading representations about certain NBN plans. The case concerned maximum attainable speeds and customer notification.

This is historical context, not an open compensation offer or evidence about your current connection. It does not establish your eligibility.

Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. Kilobat Pro’s complaint wizard helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

Sources

Checked on 3 November 2026.