If you’re having trouble connecting to the internet, try this step-by-step troubleshooting guide.
If yes: Move to step 2.
If no: We will send you an email/text when your order is completed. If it’s been 24 hours since your scheduled connection timeframe, please call us on 0800 401 373 to discuss further.
ADSL/VDSL connections:
Chorus – chorus.co.nz/outages
Fibre connections:
• Chorus (most of NZ) – chorus.co.nz/outages
• Enable (Christchurch) – enable.net.nz/our-network/network-outages/
• North Power Fibre (Whangarei) – northpower.com/fibre/faults-and-outages
• Ultra Fast Fibre (UFF) (Waikato, Bay of Plenty, Taranaki) – Contact will be notified of any outages in UFF areas by email, so please call us on 0800 401 373 and we’ll let you know of any faults.
Check your wiring matches the wiring in your Modem User Guide. If wiring is incorrect, please fix this.
An isolation test will rule out whether your equipment or the jackpoint is the reason behind the fault.
• Unplug all devices from all jackpoints in your house (phones, modems, splitters, extension cables and adapters etc). Note that some monitored alarm systems may be automatically triggered if unplugged, so contact your alarm provider first.
• Plug your modem into a jackpoint. Test it without the use of a splitter and turn it on. If the light labelled ‘DSL’ lights up, it means your modem has reconnected.
• If your modem successfully reconnected - it means that your devices/equipment (e.g. computer, mobile etc) is the reason for the loss of service. Plug your devices/equipment back in piece by piece, checking the connection. When the problem returns, you’ve found the piece of equipment that is the problem.
• If your modem did not successfully reconnect – the problem may be your modem, jackpoint or phone cable. Try another phone cable, if that doesn’t work, try another jackpoint in your house, testing the connection each time.
• If you have another modem try the above steps with it, to rule out your existing modem being at fault.
Soft reset the modem by turning off the power button on the side of the modem. Wait 30 seconds, and then turn this button back on. After 5 minutes, test to see if the problem has been resolved.
Hard reset the modem by inserting a pin or paper clip into the hole on the back of the modem that says 'reset'.
Keep the pin or paperclip inserted in the hole until the power light on the modem turns red. This can take approximately 15 seconds to change from green to red. (Once the light turns red, you can remove the pin or paperclip from the reset hole.)
This can take up to 5 minutes to fully reset. After 5 minutes, test to see if the problem has been resolved.
You can call us on 0800 401 373.
1. Restart the modem
Soft reset the modem by turning off the power button on the side of the modem. Wait 30 seconds, and then turn this button back on.
2. Complete a speed test.
Complete a Linetest. You will need to have your device plugged in via an ethernet cable. Compare the download speed to what connection type/plan you are on.
If you are on an ADSL or VDSL connection, visit www.chorus.co.nz and type in your address, it will likely give you an estimate on your download speed.
If you are on a Fibre connection, you should be getting a download speed close to the plan you have chosen. (E.g. if you chose the Fibre 100/20 plan you should be getting a download speed of 50mbps or more download and 10mbps or more upload.)
If the result of your speed test is less than half of what the expected speed is at your property, please give us a call on 0800 401 373 to discuss further.
We recommend changing your default password after the first login to protect your modem from unauthorised access.
On the base of your modem there is a section called Admin IP Address with a number address, 192.168.20.1, and the default user name and password of admin/admin.
Type 192.168.20.1 into the address bar of your web browser. This will bring up a dialog box asking for a username and password. These are both 'admin' by default.
Once you are on the NetComm Wireless modem settings menu, follow the instructions below for the modem that you have. If you aren’t sure which one you have, look at the top-left-hand side of the menu screen.
NetComm NF18ACV
NetComm NF4V
Test the new settings
If your home phone isn’t working, try this step-by-step troubleshooting guide.
Make sure broadband is working first as the phone requires an internet connection before it will work (refer to broadband troubleshooting if broadband isn’t working). Then make sure the phone is securely connected to telephone port 1 on the modem.
To do this, look for a ‘Telepermit’ Sticker. If you can’t see one, it might be a good idea to contact the manufacturer to enquire if the phone is VoIP compatible.
Hard reset the modem by inserting a pin or paper clip into the hole on the back of the modem that says 'reset'.
Keep the pin or paperclip inserted in the hole until the power light on the modem turns red. This can take approximately 15 seconds to change from green to red. (Once the light turns red, you can remove the pin or paperclip from the reset hole.)
This can take up to 5 minutes to fully reset. After 5 minutes, test to see if the problem has been resolved.