Power cycle
Turn the router off at the wall, then the fibre box (ONT). Wait 60 seconds. Turn the ONT on first, wait for its lights to settle, then the router.
Check your devices
Is it one device or all of them? If only one, forget the Wi-Fi network on that device and reconnect, or test with a cable.
Check for outages
Look at the fibre company’s outage map (Chorus, Enable, Tuatahi or Northpower) and our status emails.
Flush DNS
On Windows open Command Prompt and type
ipconfig /flushdns; on a phone, toggle flight mode.
Still Stuck?
Check the ONT lights: a red or flashing light usually means a fault on the fibre line – contact us and we’ll raise it with the fibre company. If the lights are normal but the router shows no internet, we can check the connection from our end.
Call 09 269 4000 during phone hours, email [email protected] or log a ticket in the customer portal. More answers in the FAQ – No internet or slow speed.
Before You Call
- Note which ONT lights are on and their colour
- Note whether it is one device or every device
- Try a cable from the router to a laptop if you can
- Have your account reference number handy