If your Vuma Reach internet feels slower than expected, follow these steps to help identify what may be causing the problem.
A note about your equipment
Vuma Reach uses an all-in-one ONT with built-in WiFi. You do not need a separate router, and the ONT cannot be replaced with a personal router.
The Vuma Reach ONT only supports 2.4 GHz WiFi.
If the ONT is found to be faulty, please contact Support so that we can investigate and arrange a replacement through the standard faults process.
Step 1: Test using a LAN cable
WiFi performance can be affected by distance, walls, interference and the number of connected devices. A slow WiFi result does not always mean there is a problem with your Fibre line.
To test your connection:
- Connect a laptop or computer directly to the ONT using an Ethernet or LAN cable.
- Disconnect other devices from the internet where possible.
- Run a speed test.
If the speed is much better over LAN than WiFi, the issue is most likely related to your WiFi signal or environment rather than the Fibre line.
How to run an accurate speed test
For the most accurate result:
- Visit Speedtest.net.
- Select the closest Webafrica server from the server list.
- Connect your device directly to the ONT using a LAN cable.
- Close downloads, streaming services, cloud backups and other apps using the internet.
- Disconnect unnecessary devices.
- Run the test two or three times and compare the results.
When testing WiFi, test close to the ONT and in different areas of your home. Compare these results with your LAN test.
Step 2: Check the number of connected devices
The Vuma Reach ONT supports up to 10 connected devices at the same time.
All connected devices share your available internet speed. Streaming, gaming, downloads and software updates on one device can therefore affect the others.
Disconnect devices you are not using, then test again with only one device connected. For the best result, use a LAN cable.
Step 3: Check for anything that may affect your speed
Before testing, temporarily disconnect or disable:
- WiFi extenders, repeaters or mesh devices
- Work or personal VPN connections
- Downloads, gaming and streaming on other devices
- Cloud backups and automatic software updates
When testing over WiFi:
- Test as close to the ONT as possible.
- Keep doors open where possible to reduce the number of walls between your device and the ONT.
- Large objects, walls and electrical appliances between your device and the ONT can weaken the WiFi signal.
- Compare the WiFi result with a LAN cable test to determine whether the issue is related to WiFi or the Fibre connection.
If the problem only affects one app, website or streaming service, the issue may be with that service rather than your internet connection.
Step 4: Check your device and network cable
Your speed test result may also be limited by the device or cable you are using.
Check that:
- Your network cable is Cat5e or newer.
- The LAN cable is not damaged.
- Your device supports your package speed.
- Your device is not running downloads, updates or security scans in the background.
- You are not using an old or faulty USB network adapter.
Vuma Reach packages are available in different speeds. Your test result should be compared with the package you are subscribed to.
Step 5: Restart your ONT
A restart can clear temporary connection or WiFi problems.
- Unplug the ONT from the power source.
- Wait 30 seconds.
- Plug it back in.
- Allow two to three minutes for the ONT to restart and reconnect.
- Run another speed test once the connection is back online.
Do not press the reset button, as this may restore the ONT to its factory settings.
Still experiencing slow speeds?
Please contact our Support Team if your LAN speed is still much lower than your package speed after completing these checks.
Have the following information ready:
- Screenshots of your LAN speed test results
- The date and time of each test
- Whether the problem affects every device or only one
- Whether the problem is constant or happens at certain times
- The number of devices normally connected
- Whether you use an extender, repeater, mesh device or VPN
This information will help our team investigate the connection and log a fault with Vumatel if necessary.