Why is my Internet speed slow when connected to CelcomDigi Fibre?

Modified on Thu, 06 Jun 2024 at 11:34 AM

There could be several reasons why your internet speed is slow:

  1. Number of connected devices: If multiple devices are connected and being used for data-intensive activities like streaming, gaming, or video conferencing, it can slow down your internet speed. 
  2. Device speed type: Older devices (2.4GHz) such as PCs, phones, laptops, and WiFi service devices may not support high-speed internet even if you’re subscribed to a high-speed WiFi service. 
  3. WiFi signal strength: The strength of your WiFi signal can be affected by the distance from the router and physical obstacles like walls and floors. 

What to do if I experience slow internet with my CelcomDigi Fibre service?

1. Ensure that your line is active: You can check the status of your line through the MyDigi App or Celcom Life App. Make sure your line status is active. If your line is barred/suspended, you’ll need to pay any outstanding amounts. The easiest way to payment is via the app. Alternative payment methods available here.

2. Conduct a speed test:  

  1. Connect your PC or laptop to the internet using either a) LAN cable or b) 5G WiFi network if available (the name of the WiFi will usually indicate if it is 2.4G or 5G). The LAN/5G WiFi must be connected to the CelcomDigi Fibre. 
  2. Perform speed test via speedtest.net or fast.com
  3. Check if your speed achieves at least 90% of the speed you’ve subscribed to as per below table:
CelcomDigi Fibre PlanMinimum Speed
100Mbps90Mbps and above
300Mbps270Mbps and above
500Mbps450Mbps and above
800Mbps720Mbps and above
1Gbps900Mbps and above

3. Restart your Modem and Router: Turn off your modem and router, wait for a few minutes, then turn them back on. Make sure to not press the reset button as it will erase your settings. 

4. Check your connections: Ensure that the cable is securely connected to your router’s WAN port. 

5. Limit device usage: Disconnect any devices that are not currently in use.  

6. Check Modem & Router lights: Ensure there’s no red light indicated on the modem or router as per sample picture below before you proceed to retake the speed test. If there is a red light, get in touch with us here.

 Sample 1: Normal Router

 Sample 2: Premium Router

How can I optimize my internet speed when connecting to CelcomDigi Fibre?

Here are some strategies to optimize your internet experience during peak usage periods: 

  1. Disconnect unused devices: Turn off or disconnect devices that are not in use to free up bandwidth. Having too many devices connected to your WiFi can cause overcrowding and slow down your internet loading time. If you need a new plan to support your speed, consider upgrading your speed with us at CelcomDigi .  
  2. Use a wired connection: While WiFi is convenient, a wired connection can provide a more stable and faster internet experience. This is especially true for data-intensive activities on PCs and Smart TVs. 
  3. Use a WiFi Extender or Booster: If you have a large house or your WiFi signal doesn’t extend far enough, consider using a WiFi extender or booster to strengthen and expand your coverage. You can choose to purchase a Fibre Booster or a gaming router directly from our CelcomDigi website.  
  4. Regularly restart your Modem and Router: Regularly turning off and on your modem and router can help maintain their performance. Make sure to not press the reset button as it will erase your settings. 
  5. Placement of your router: For better connection and stability, the router should be placed in an open space. 
    1. Do not place the router in a close area such as in a cabinet.  
    2. Keep it far away from electronic devices such as TVs, radios, microwaves, refrigerators, and other electronic devices.  
    3. Do not stack your modem and router together as the heat may affect their performance.  

If you continue to experience issues, please get in touch with us here.

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