- Fibre box lights. Power and PON/Optical should be solid. A red light or no PON light means a line fault – skip to step 5. See Fibre box (ONT) lights.
- Restart the router properly. Unplug the Ethernet cable between the ONT and the router, turn the router (not the fibre box) off for 10 minutes so the old address expires, turn it back on and reconnect the cable to the ONT port named in your activation email.
- Cable or Wi-Fi? If a device connected by cable works but Wi-Fi does not, the problem is the router or Wi-Fi, not the fibre. If it is one device only, forget the network on that device and reconnect. See Wi-Fi coverage and mesh.
- Own router? Check it is set to DHCP / Dynamic IP with VLAN 10 and no PPPoE – see Connection settings for your own router. Old routers from other providers often will not take our connection.
- Still down? Log a ticket in the customer portal, email [email protected] or call 09 269 4000 and tell us: what the ONT and router lights show, whether it fails on cable as well as Wi-Fi, and when it started. We check your connection from our side first, then lodge a fault with the fibre company if needed.
“Connected, no internet”
Try using the internet anyway – that message is sometimes wrong. If it really is down, follow the steps above. Call us and we can see whether your router has picked up an address.
Activation day
The most common causes on activation day: the router is set to PPPoE instead of DHCP, VLAN 10 is not enabled, or the cable is in the wrong ONT port. Activations happen at the scheduled time in your activation email, so check the time first.
Is it an outage?
If our checks show a fibre-company fault we will tell you and lodge it with them; most outages are fixed within a day or two. Search “Chorus outage” to check your address on their outage page. We email affected customers once a fault is cleared.
Hyperfibre ONT just replaced?
The new ONT has a new serial number and needs activating on our side – reply to your Hyperfibre email or contact us, then power the router off for five minutes. Your router settings do not change.
Still need help? Email [email protected] or log a ticket in the customer portal.