Slow NBN speeds: evening tests, provider complaints and the TIO
Compare your results with the right NBN plan figure, then ask your retail provider to investigate. The ACCC and the TIO have different roles.
When this helps
- Your home internet service is in Australia.
- A persistent fault or speed problem remains unresolved.
Check the typical evening speed
The ACCC recommends advertising typical NBN speeds during the busy period from 7 pm to 11 pm. Record the figure your provider publishes for your plan.
A plan tier and a typical evening speed are different references. Copper and fixed-wireless access can also have technical limitations.
Contact the company that sells you the service
Run comparable wired tests during the slowdown and at a quieter time.
Save your plan wording and record the access technology if you know it.
Ask your retail provider to check line capability, faults and the speed provisioned on your service.
Request a complaint reference and a written explanation of the proposed fix.
Escalate an unresolved complaint
The Telecommunications Industry Ombudsman handles eligible individual disputes after you have given the provider a chance to resolve the issue.
The ACCC provides guidance and can take enforcement action over misleading claims. It does not resolve individual broadband-speed disputes.
Prepare your complaint
Use the complaint template to state the problem, evidence and requested resolution. Keep the tone factual.
You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.
Still stuck?
You can ask for help at ping@kilobat.app. Send your symptoms and reviewed test results, with or without Kilobat.
Sources
Checked on 3 November 2026.