--- title: "Optus slow internet in Australia: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/optus-ultra-wifi-slow-internet-complaint" description: "Optus internet slow or dropping out in Australia? Check equipment, compare tests, keep evidence and follow the complaint route." --- # 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](https://kilobat.app/routers/optus-ultra-wifi). 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](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/connectivity/establish-a-connection-to-the-modem-settings-menu) 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](https://kilobat.app/guides/slow-nbn-speeds-complaint). ## 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](https://kilobat.app/internet-complaint) 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 - [Optus device guides: Establish a connection to the modem settings menu (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/connectivity/establish-a-connection-to-the-modem-settings-menu) - [Optus device guides: Guide to the modem settings menu (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/first-use/guide-to-the-modem-settings-menu) - [Optus device guides: Restart your modem (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/settings/restart-your-modem) - [Optus device guides: Restore factory default settings (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/settings/restore-factory-default-settings) - [Optus device guides: Set up port forwarding (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/settings/set-up-port-forwarding) - [Optus device guides: Change Wi-Fi Hotspot channel (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/settings/change-wi-fi-hotspot-channel) - [Optus device guides: Guide to the modem LEDs (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/first-use/guide-to-the-modem-leds) - [Optus device guides: Block websites (Ultra Wi-Fi Gen 2)](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/settings/block-websites) - [Optus device guides: Ultra Wi-Fi Gen 2 specifications](https://devicehelp.optus.com.au/optus/ultra-wi-fi-gen-2-windows-10/specifications) - [Optus Ultra WiFi Modem (Gen 2) quick start guide (PDF)](https://www.optus.com.au/content/dam/optus/documents/for-you/support/nbn/optus-ultra-wifi-gen2-modem-quick-start-guide.pdf) - [Optus Ultra WiFi Booster (Gen 2) quick start guide (PDF)](https://www.optus.com.au/content/dam/optus/images/for-you/support/Optus_Ultra_WiFi_(Gen_2)_Booster_Quick_Start_Guide_Optus.pdf) - [11 November 2022 · Federal Court penalties](https://www.accc.gov.au/media-release/telcos-to-pay-a-total-of-335-million-for-misleading-statements-about-nbn-maximum-speeds) Checked on 3 November 2026. ## Related guides - [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point. - [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first. - [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.