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Broadband help and support

Troubleshooting

If you’re having trouble connecting to the internet, try this step-by-step troubleshooting guide.

1. Have you been connected yet? i.e. have you received confirmation by email/text that your connection was completed?

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.


2. Check for planned/unplanned faults

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.


3. Confirm wiring and lights are correct

Check your wiring matches the wiring in your Modem User Guide. If wiring is incorrect, please fix this.


4. Complete an isolation test – ADSL/VDSL connections only (if you’re on Fibre, skip to step 5)

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.


5. Complete a soft reset

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.


6. Complete a hard reset (factory reset)

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.

7. Contact us to discuss further

You can call us on 0800 401 373.

 
There are a few factors that can impact the speed of your connection, including how close you are to an exchange, your computer’s capability, modem, line quality, software downloads and the number of devices connected.

Our broadband plan speeds represent the theoretic maximum speeds at which you are able to download and upload data from our network. 

How to check your broadband speed

The best way to do an accurate speed test is by completing a quick Linetest. You will need to have your device plugged in via an ethernet cable.
 

Use an ethernet cable

Consider plugging your devices into your modem using an ethernet cable to provide better performance. We sent you a yellow ethernet cable with your modem. One end of this goes into your computer and the other end goes into one of the yellow Ethernet ports on the back of the modem.

Avoid Peak times (ADSL/VDSL connections only)

Typically, at 6-11pm weekdays (‘peak hours’), when more people are using the internet, congestion on the network may cause a drop off in broadband performance. If you find this keeps happening, and you need to download large files, like software updates, consider downloading them outside peak hours.

Upgrade to Fibre

It's best to be on a Fibre connection when possible. Fibre is the fastest, most reliable and highest capacity broadband you can get in New Zealand. 
 

Ethernet cable connection

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.

 

WiFi connection

1. Ensure only one device (preferably a laptop) is connected to WiFi
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 menu, select Device Info on the left hand side and then DHCP.

This will list the devices currently connected to the network. You’ll need to locate and turn off the WiFi on all devices other than the single device you'll use for testing.

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 follow these instructions to change your WiFi Channel.

Can I upgrade to Fibre when I switch to Contact?

Yes (if Fibre is available in your area). If you want to upgrade to Fibre, the best option is to sign up to the service you are currently using and we can start the upgrade process from there. That way you're online now rather than waiting for your local fibre company to come and complete the process. 

I’m already a customer, can I upgrade to Fibre or change my Fibre speed? 

Yes (if Fibre is available in your area). Give us a call on 0800 401 373 and we’ll organise the upgrade/speed change.
 
Fibre isn’t available everywhere just yet. Use the websites below to find out if it’s available at your place right now. 

Chorus (Most of New Zealand): chorus.co.nz
North Power Fibre (Whangarei): northpower.com/fibre
Ultra Fast Fibre (Waikato, Bay of Plenty, Taranaki): ultrafast.co.nz
Enable Networks (Christchurch): enable.net.nz/can-i-get-fibre
 

Choose a good location for your modem to avoid interference

Put your modem in a central location, ideally within the line of sight of where you use the internet most. The modem needs to be somewhere off the ground and away from electronic devices such as microwaves, cordless phones and baby monitors.

Note: Certain materials can cause issues for WiFi such as concrete, steel, brick, marble, water, glass, wood and plaster. Neighbours Wi-Fi networks can also cause issues, meaning those in dense areas will likely experience issues.

Shorten the distance from the modem to the device

You should expect a strong connection up to 5 metres away and a useable connection up to 10 metres. If you have a large house, or multiple stories, chances are there's going to be parts of the house that are out of range of the wireless signal. WiFi signal weakens as you get further away from your modem.

Slow WiFi or WiFi drops out

If you are experiencing slow WiFi or WiFI drops out, try changing your WiFi channel.
 

Frequently Asked Questions

Here is an explanation of some of the equipment that could help with WiFi speed:

Range extenders relay the WiFi signal wherever installed and can help extend the distance that the WiFi reaches.

Powerline Adapters use the internal copper wiring to transmit the signal (almost like using the internal electrical wiring of your house as an Ethernet cable). These are particularly useful in large or concrete house.

Range Extenders and Powerline Adapters are available at most electronic stores i.e. Noel Leeming, JB Hi-Fi, PB Tech etc.

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.

  1. Open your preferred browser (eg Safari, Internet Explorer) and log in to your Modem by typing http://192.168.20.1 into the address bar. This is your Admin IP Address.
  2. Enter your admin username and password into the login window that appears (the default for name and password is admin).
  3. Once logged in to your modem, go to Management > Access Control > Passwords.
  4. To change the password enter admin under Old Password and then enter your new desired password under New Password and Confirm Password.
  5. Once completed click on the Apply / Save button.
  6. When you update the password, be sure to write down your new admin password and keep this somewhere safe.
From your phone, simply dial *55. After listening to any new messages you may have, you can press ‘0’ to access your greetings settings.

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.

 modem

 NetComm NF18ACV

  1. Click on 'Wireless"
  2. Click on 2.4 GHz
  3. Click on 'Advanced'
  4. Change the bandwidth to 20 MHz. (It's important to do this step before moving to step 5)
  5. Change the channel to either 1, 6 or 11.  Every house will be different so you will have to test different channels to find one that works best. (It will most likely be set to auto by default).
  6. Click 'Apply/Save'

modem

NetComm NF4V

  1. Click on 'Wireless"
  2. Click on 'Advanced'
  3. Change the bandwidth to 20 MHz in both bands. (It's important to do this step before moving to step 4)
  4. Change the channel to either 1, 6 or 11. Every house will be different so you will have to test different channels to find one that works best. (It will most likely be set to auto or wlcfgadv94 by default).
  5. Click 'Apply/Save'

modem

Test the new settings

  1. After 30 seconds, turn your modem off and then turn it back on again using the power button at the side of the modem.
  2. After the modem has fully rebooted, try testing the WiFi. You may need to repeat steps to change the channel until you find a WiFi Channel that works for you.
  3. Note: If this does not improve performance, try using the 5 GHz band (only applicable on the NF18ACV). This is usually less congested with neighbouring Wi-Fi connections and offers higher potential speeds.
     
If changing your WiFi channel does not fix the issue, please give us a call on 0800 401 373 to discuss further.

If your home phone isn’t working, try this step-by-step troubleshooting guide.

1. Check wiring

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.

2. Check the phone is VoIP compatible 

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.

telepermit

3. Complete a hard reset (factory reset)

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.

4. Call us on 0800 401 373 to discuss further