How to identify speed issues.
We know how frustrating a slow connection or constant buffering can be, especially when you're trying to stream your favorite show or play an online game. Let's get to the bottom of it.
If you suspect your speeds aren’t performing optimally, we’re here to help.
Step one - Check our status page.
This page will let you know if there is an outage or anything affecting your speeds.
Click here. If everything looks good, continue to the next step.
Step two - Test the speeds.
There are two ways to accurately test and ensure your home is receiving the correct speeds.
- Disconnect your Plume SuperPod from the modem and connect a device such as a laptop, PC, or tablet directly into your modem with the ethernet cable provided. Turn on Airplane mode on the device, open a browser, and go to speedtest.net. Click “GO” to start the speed test. A hardwired speed test result like this will let you know the speeds currently being supplied to your home.
- If you don’t have a device that can be hardwired, you can also use the speed test feature on the Plume Home app. Open the eero app on your smartphone and tap the Activity icon at the bottom > Speed > Run Speed Test. Since the eero is already hardwired to the modem, this result will show what speeds the eero is receiving from your modem.
Results from either of these methods should show speeds at or very close to your current speed plan.
I tested my speed using one of the methods above and it’s lower than my speed plan.
If your speed test results are lower than your plan's speed, it sounds like something may be affecting your connection. Let's start troubleshooting to get your speeds back on track. Continue to Step Three to start troubleshooting.
I tested my speed and it’s at or close to my speed plan.
In that case, it could be a specific device that’s experiencing issues.
Keep in mind that speed test results on a device over Wi-Fi can be affected by a number of factors such as device placement or interference from other devices and neighbouring networks. It is normal for devices to show speed test results lower than your speed plan. Devices can only achieve maximum download & upload speeds when hardwired directly to the eero router.
- Try moving the device closer to your Plume SuperPod or, if possible, hardwire the device to the available port on the modem with an ethernet cable. Ensure the cable is of cat5E technology or greater to receive full speeds (the cable category will be printed on it).
If you’re still experiencing issues, keep reading.
Step three - Troubleshoot Your Connection
Let's try a few simple steps.
- Reset your equipment.
- Reach out to our team if the issue persists.
Step 1: Start with a factory reset of the modem.
This is required to refresh the modem diagnostics.
First, ensure all cables are properly connected between the equipment and a power outlet, and that the coaxial cable is screwed on tightly. From there, factory reset the modem by holding the small RESET button on the back with a pin or sharp object for 30 seconds. Allow 10 minutes for the equipment to fully reboot.
Once the reboot is complete, retest your speed using one of the methods from Step Two.
If there's still no improvement, please continue with the next step.
Step 2: If you're still getting slow speeds after trying all of the above, we'll take it from here.
Please contact our Technical Support team directly via SMS or chat. To help us get a head start, please provide the following in your initial message:
- A list of the steps you've already completed.
- Photos of your current equipment setup.
- A screenshot of your speed test results.
Updated on: 28/08/2025