There are several reasons that can cause a slow internet or weak wifi signal, and they are:

  • Router / modem needs to be rebooted.
  • Slower broadband type (DSL instead of Fibre for example).
  • WiFi issues (older WiFi technology, or signal strength issues).
  • Wiring issues in the property.
  • Network issues.
  • Large number of simultaneous uploads/downloads on your connection.
  • Old computer or smartphone being used.

The good news is that broadband in New Zealand is easily in the best shape it’s ever been, and there are usually several things we are able to do to help make sure we are getting an awesome fast internet experience.

Follow this guide for step-by-step instructions that can resolve the issue.

Troubleshoot your device

Determine number of devices experiencing disconnections

Before starting the troubleshooting process, we will first need to determine the number of devices experiencing this issue. If you notice that some of your devices (computers, smartphones, laptops, tablets etc.) can connect successfully, then the problem could be the device experiencing the issue itself. Try these troubleshooting steps on the device experiencing problems.

  1. Turn it off and then on again. Test connecting to your WiFi network and see if problem continues.
  2. Check your device is not in Aeroplane mode.
  3. Ensure that the WiFi is enabled on your device.

Troubleshooting single device

If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.

  1. Turn it off and then on again.
  2. Check your device is not in Aeroplane mode.
  3. Ensure that the WiFi is enabled on your device.

Troubleshoot your internet connection

The troubleshooting steps differ depending on if you’re testing with WiFi or the ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable.

If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.

Troubleshoot your WiFi network

These steps will cover troubleshooting for no internet on devices that connect over WiFi. We recommend running through these steps if you do not have devices capable of ethernet connectivity.

Restart your modem

Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check you’re connected to the correct WiFi network

If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double check that you’re looking for the right name – the default name and password are on the sticker on the bottom of your modem. If you have changed the network name or password but forget what they are, a factory reset will restore the default name and password.

Position of your modem

The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you’re getting the most from your modem.

  • Where possible, place your modem up high.
  • Dense obstacles such as walls, floors, ceilings, hot water cylinders, aquariums etc. limit WiFi performance and range.
  • Don’t place the modem near electronic devices such as microwave ovens, cordless phones or wireless transmitters like baby or room monitors – these can cause interference of your WiFi signal.
  • Don’t place the modem in an enclosed space such as a cupboard, under or behind a desk or large item of furniture.
  • If you want your WiFi coverage over a large area, try a WiFi extender or similar product.

Changing the WiFi channel

  • The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity.

Factory reset your modem

  • Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration.