nbn® Home Internet Helper

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Troubleshoot your VPN

You indicated that you experience issues when using a Virtual Private Network (VPN) with your nbn® Sky Muster® satellite service.

Internet activity uses a system which acknowledges when data has been received before sending more.

  • On the nbn® satellite network, this acknowledgement is delayed due to latency.
  • To combat this, (when not using a VPN), nbn uses “acceleration” to acknowledge the data received mid- way through the network, rather than at the end. This helps ensure the data can be sent with as little delay as possible.
  • When data is encrypted by a VPN, the acceleration is not possible. This reintroduces latency into the network, resulting in slower download and upload speeds; or network responsiveness.

Recommendations

Firstly, check and compare your service’s speed with and without a VPN over the nbn® network. This helps identify whether your slower speeds are due to the VPN connection, or if another factor is at play. To do this, perform a speed test using the following steps:

  1. Connect your device to your nbn® connection box using an Ethernet cable rather than connecting with Wi-Fi.
  2. Turn off the VPN and perform a speed test without being connected to the VPN. You can check your speed using the speed test on your personalised nbn® Home Internet Helper landing page or alternatively use a test app or website of your choice. If you have an nbn® Sky Muster® Plus or nbn® Sky Muster® Plus Premium service, you can run a speed test using Plustest, which also allows your provider to view your results. Make note of your download and upload speed results from the test.
  3. Turn on the VPN and perform another speed test whilst being connected to the VPN. Use the same speed test service used in Step 2. Make note of your download and upload speed results from this test.
  4. Compare the download and upload speeds on both tests. If you notice a poor result without being connected to the VPN, contact your preferred internet provider for assistance.

Find out more

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