My Internet Speed Is Not As Per The Plan I Have Subscribed To. Why Is This Happening?

1. Why is my home internet speed not matching the plan that I subscribed to? 

Your home internet speed is affected by several factors, for example: 

1. The WiFi frequency you are connected to, whether 2.4Ghz or 5Ghz. When connected to 2.4GHz, internet speed will be slower, 
2. The number of devices connected to the WiFi, or 
3. The placement of your modem and router in your home. 

If you are using a mesh system, the connection between the main mesh and satellite units uses 2.4GHz WiFi, which is slower. Therefore, the speed between mesh units cannot be used to check the maximum connection speed or the speed of your internet plan. 

To check your true home internet speed, you can perform a speed test following the steps below:

Step 1: Connect your PC or laptop to your router using an LAN/Ethernet cable. 

Step 2: Open a web browser and visit a trusted speed test website such as Speedtest by Ookla and begin the test. 

2. I’m using the Deco X20 mesh with CelcomDigi Fibre 500 Mbps plan, but the internet speed does not match my subscribed plan. May I know why? 

1. Connection from main mesh to the satellite mesh unit is using 2.4Ghz Wi-Fi, thus the internet speed from the mesh unit will be slower. 
2. Speedtest results when connected to mesh cannot be used as a benchmark to confirm the subscribed internet subscription plan. To check your true home internet speed, you can perform a speed test following the steps below:
   • Step 1: Connect your PC or laptop to your router using an LAN/Ethernet cable. 
   • Step 2: Open a web browser and visit a trusted speed test website such as Speedtest by Ookla and begin the test. 

Did you find the answers you were looking for? If you still need help, raise a support ticket and we will be happy to assist.