Opticomm
troubleshooting
Get back online, improve your speed
This support article will assist you with common Vodafone Opticomm connection and speed issues.
From time to time there may be planned maintenance or unforeseen incidents that may cause an outage. When this happens, you’ll get an email and/or SMS from us with an estimated fix time.
If you’re unable to connect to Vodafone Opticomm using your Vodafone modem, try these troubleshooting steps:
Find your modem and make sure all cables are plugged in securely. If any cables show signs of damage, they may need to be replaced.
Find your Opticomm Connection Box (connected to your modem’s WAN port) and turn off the Connection Box for at least 10 seconds. You can turn this off via the power button or the main power outlet.
Turn off the power outlet for your modem for at least 10 seconds.
Once both devices have been turned back on, wait for your modem’s internet light to turn solid or flashing green – this may take up to 15 minutes. Then test your connectivity by seeing if you can visit a website.
If your Ethernet cable-connected devices can get online but your Wi-Fi devices can’t, try these Wi-Fi tips:
- Stay within range of your modem’s Wi-Fi signal
- Place your modem in an elevated spot, clear of obstructing walls and large objects
- Make sure Wi-Fi isn’t turned off in your Wi-Fi devices’ settings
If your issue requires an appointment to fix, you can change the appointment time by using Live Chat 24/7 in the My Vodafone app (for the best experience) or on this page. You can also give us a call on 1300 650 410. You’ll need to notify us at least two business days before your appointment in order to reschedule. If Opticomm need to reschedule your appointment, they’ll send you a text message with a link for you to select another time that suits you.
Still can’t get online?
If you’ve tried these steps and still can’t connect to the Opticomm network, please give us a call when you’re at home.
Connection speeds through the Opticomm network will vary. There are many factors that affect the speed you'll receive.
If you're experiencing slower than usual connection speeds using your Vodafone Super Wi-Fi, try these troubleshooting steps:
Head to the Speedtest website on your device and follow the prompts to see what your current download and upload speeds are. It's best to test your speed at various times during the day to see if you are experiencing consistently slower speeds.
If the speed of your Ethernet cable-connected devices is good but your Wi-Fi devices are slow, try these Wi-Fi tips:
- Place your modem in an elevated spot, clear of obstructing walls and large objects.
- Move closer to your modem, as it might be automatically connecting you to the slower, longer-range 2.4GHz channels, rather than the faster, shorter-range 5GHz or 6GHz channels.
Find your modem and make sure all CAT6/CAT5e Ethernet cables are connected and in good condition. If any cables show signs of damage, they may need to be replaced. Older Cat5 Ethernet cables are not recommended as they may not support your Opticomm plan speed.
If you have antivirus/anti-malware software which uses any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet. Additionally, run a scan using your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support for further assistance.
- Disconnect the Wi-Fi and unplug the ethernet cables of all devices connected to your modem, except for one (e.g., mobile or laptop).
- On this single device, close any apps which might be using the internet, then run a speed test.
If your speed improves on your device, it may suggest that your current Opticomm plan can’t support the amount of apps/devices which you had connected. Give us a call on 1300 650 410 for support.
Still experiencing slow speeds?
If you’ve tried these steps and are still experiencing slow speeds on the Opticomm network, please give us a call when you’re at home.
Opticomm support articles
Frequently asked questions
Opticomm is a privately owned fibre network, separate to the nbn® network. It offers a competitive range of basic, mid and high-speed plans, suitable for all types of users and households.
Our Opticomm plans run on Fibre to the Premises (FTTP) technology and Fibre to the Riser (FTTR) technology.
Unlimited data
All Vodafone Opticomm plans come with unlimited data so you can stream, download and share what you love. Fair Use Policy applies. T&C apply.
Super Wi-Fi with the latest Wi-Fi 7 technology
Our Vodafone Super Wi-Fi Modem, paired with Super Wi-Fi Mesh, creates a powerful, self-optimising network. The result? Smarter coverage, stronger performance and connection that just works. T&C apply.
Month-to-month plans
All Vodafone Opticomm plans are month to month, so you can change or cancel your plan to suit your needs at any time without paying a fee. If you have a plan with a Vodafone Super Wi-Fi Modem, and cancel within 24 months, simply pay out your modem when you leave on your next bill.
Receive modem
If you signed up to a plan with a modem, we’ll send you the Vodafone Super Wi-Fi Modem with free next day delivery on orders approved by 12pm weekdays.
Opticomm installation
We’ll let you know if you need an Opticomm installation appointment.
Connect to Opticomm
Once your service is activated and your modem is setup, you'll then be able to connect to the Opticomm network. If you need help, check out our modem setup guide.
Optional Mobile Backup feature
With the Vodafone Super Wi-Fi Modem, you can configure the modem to connect to your phone's mobile hotspot before your Opticomm service is active. The feature uses your mobile data at your own cost. If you use the Mobile Backup feature, you’ll automatically come off your mobile data once your Opticomm service is ready to go.
Typically, you can swap to Vodafone Opticomm with little downtime. It’s recommended that you confirm with your old service provider if there are any termination fees prior. Once your Vodafone Opticomm service is connected, make sure to confirm with your previous provider that your service has been cancelled.
This depends on the type of fibre technology installed at your address and if an appointment is required. Here are some estimated timeframes (which may be subject to change):
- If no appointment is required for connecting the Opticomm service, then can take 2–5 business days to get you connected.
- If an appointment is required, it can take 5–10 business days to get you connected.
Depending on your address and connection requirements, you may be charged additional fees to get connected to the Opticomm network. These fees may be used to cover the cost of:
- Installing fibre at new or subdivided premises which has no pre-existing connection to the network. Also known as a New Development Charge
- Technician appointments for fault rectification
Certain devices, equipment or services may be impacted and no longer operate including but not limited to, medical devices or alarms, security alarms, EFTPOS machines, lift emergency phones, fax services and existing pay TV services. Please contact the device or equipment manufacturer or service provider if you are unsure if you will be impacted. Vodafone does not offer Priority Assistance.
By connecting to Opticomm, your existing smart wiring setup may need to be re-wired to work with your Opticomm service. You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed or to re-wire your existing cabling.
Vodafone Super Wi-Fi is your ticket to fast, reliable room-to-room connection – so you can scroll, stream and stay connected without a second thought.
The system pairs the Vodafone Super Wi-Fi Modem with up to 3 Super Wi-Fi Mesh units to create one powerful, self-optimising network. The result? Smarter coverage, stronger performance and connection that just works.
Wi-Fi 7 is the latest leap in wireless tech – and it’s a big one. Think faster downloads, smoother streaming and lower lag, even when your whole household is online.
It’s designed to handle more devices at once. Whether you're gaming in 4K, video calling from the kitchen or streaming in every room, Wi-Fi 7 keeps things speedy and stable on our high-speed plans. Compatible devices required.
Both help boost your Wi-Fi, but they work in different ways. Extenders stretch your signal. Mesh systems surround you with it.
Wi-Fi extender: Think of it as a signal repeater. It grabs the Wi-Fi from your modem and rebroadcasts it to reach further. It’s simple and affordable, but can sometimes slow things down or create a separate network name.
Wi-Fi mesh: This is next-level. Mesh uses multiple devices placed around your home. They all talk to each other and your modem, creating one network with strong signal everywhere. No switching networks, no dropouts – just smooth coverage throughout your home.