Troubleshooting Guide

Step-by-step guides to help you resolve the most common broadband issues. Try these before getting in touch — most problems can be fixed in minutes.

No Internet Connection

7 steps

Slow Internet Speeds

7 steps

WiFi Not Working or Dropping

6 steps

Internet Keeps Dropping Out

6 steps

Specific Device Cannot Connect

5 steps

Router Setup & Configuration

5 steps

Still stuck?

No worries — send me an email and I will sort it out for you personally.

sales@connect-ed.nz

Troubleshooting Guide

No Internet Connection

1Check your modem/router lights

2Restart your modem/router

3Check your cables

4Check the ONT (fibre box)

5Try a direct connection

6Check for outages

7Contact Connect-ED

Slow Internet Speeds

1Run a speed test

2Check how many devices are connected

3Restart your router

4Check for interference (WiFi)

5Check your device

6Try a different DNS

7Consider your plan

WiFi Not Working or Dropping

1Check WiFi is enabled

2Forget and reconnect to the network

3Check your router placement

4Switch WiFi bands

5Update router firmware

6Consider a WiFi extender or mesh system

Internet Keeps Dropping Out

1Note when dropouts happen

2Check cable connections

3Check for overheating

4Restart the router

5Test with a wired connection

6Contact us for a line test

Specific Device Cannot Connect

1Restart the device

2Forget and reconnect to WiFi

3Check for software updates

4Reset network settings

5Check if your router has reached its device limit

Router Setup & Configuration

1Accessing your router settings

2Changing your WiFi name and password

3Enabling both WiFi bands

4Setting up a guest network

5Port forwarding (advanced)

Still stuck?