How do I conduct my data speed test?
This Data Speed Test uses the Java programming language. It works effectively if your computer is equipped with the latest Java plugin. To check if your computer has the latest Java tool installed, click on this link (Java plugin link) to install any required updates (suitable for your operating system) before you conduct the data speed test.
Things to know and do before the data speed test
- Have your customer ID ready (if unsure, call the Department on freecall 1800 883 488 weekdays 8:30 am to 5:00 pm for assistance)
- Have your broadband service plan (including peak and minimum data speed) and email address (as provided by your ISP) ready
- Ensure you are not sending or receiving emails while running the test
- if the test fails to start ensure all software firewalls and anti-spyware applications are disabled
- If you obtain FAILED test results, run the test at different times of the day to get a more conclusive result
The speed test
- Click on this link to commence the data speed test
- Click on the Java Applet (displayed after you have installed the latest Java plugin)
- Enter your details as required
- Click the start button to run the test
- A result of PASSED or FAILED will be displayed after the test
- Remember to re-activate your software firewall and anti-spyware application if you had disabled them
What to do if you receive a failed result
- If you receive a FAILED result on your first try, perform the test a second time in 1 hours time
- If you receive a FAILED result again, perform the test a third time in 24 hours time
- If you receive a third FAILED result, email the Consultant helpdesk at helpdesk@bctest.com.au for assistance
- Repeat this testing process one week later to obtain a more conclusive indication of your data speed test result
- If you receive a series of FAILED results, approach your internet service provider (ISP) for assistance
Important: You should bear in mind that some adverse results may be caused by factors outside of your ISP's control and therefore may not constitute a breach of your ISPs broadband service data speed obligations under the relevant program.
What should I do if my ISP is unable to help me?
If you believe your ISP has not satisfactorily addressed your complaint or resolved your data speed issues, you can contact the Department on freecall 1800 883 488 weekdays between 8.30 am and 5.00 pm (AEST) for further assistance. You will, however, need to provide the Department with the following details:
- Your name, contact phone number, and the address where your Australian Broadband Guarantee service is located
- The plan you have with your provider, including download/upload speeds
- When you conducted the data speed test and what results you obtained
- What information on your data speed results you obtained from the Consultant
- The details of any contact you have had with your ISP in trying to resolve the issue
If after investigating your complaint the Department determines that your ISP is not meeting its data speed obligations, the Department may recommend that you forward your query to the Telecommunications Industry Ombudsman (TIO), free call 1800 062 058 or www.tio.com.au.