If you’ve chosen to use your own (“Bring Your Own” or BYO) router instead of a router supplied by Lightwire, this article explains what our support team can and can’t help with.
This applies no matter which Lightwire service you’re on — Rural Wireless, UFB (fibre), FMA, or any other service we offer.
On this page
Where our support starts and ends
When you’re using your own router, Lightwire can support everything up to the point your service reaches your equipment. We call this the demarcation point. Beyond that point, your router and home or business network are yours to manage.
What we can help with
Supported
- Checking your connection logs — we can see whether your service is authenticating correctly and confirm session details (start, stop, and any rejection reasons)
- Checking your line or fibre status — we can confirm whether the underlying Lightwire service (wireless link, fibre, etc.) is up and delivering traffic to your router
- Line and ONT health checks — we can check signal levels and the status of your fibre equipment (ONT) where relevant
- Login credentials — we can provide or confirm the PPPoE login details you need to set up your service
- Connection settings — we can provide the DHCP configuration details needed to provision a new service
- Routed IP details — we can provide IP address and subnet information (e.g. /31s, /29s) if your service requires this
What we can’t help with
Not supported
- Entering settings into your router — we can give you the credentials and configuration details you need, but we don’t have access to your router’s settings interface to enter them for you
- Your internal network setup — this includes Wi-Fi settings, LAN configuration, VLANs, DHCP scopes, firewall rules, port forwarding, static routes, and similar settings, which sit entirely within your own equipment
- Troubleshooting your router itself — hardware faults, firmware issues, or configuration problems on your own device are outside what our tools and access allow us to diagnose
Why this boundary exists
- Lightwire doesn’t have remote access, management credentials, or vendor tools for equipment we didn’t supply
- Router models, firmware, and configurations vary widely between manufacturers, so troubleshooting steps that work for one device may not apply to another
- Trying to support hardware we can’t see into risks giving you inaccurate or unsafe guidance
What to expect when you contact support
1 |
We’ll confirm you’re using your own router rather than a Lightwire-supplied one. |
2 |
We’ll check your connection logs and line/ONT status to see whether your service is authenticating and delivering traffic correctly. |
3 |
If everything looks healthy on our side, the issue is likely with your router or internal network. We’ll let you know this is the case and recommend contacting your router’s manufacturer or your own IT support. |
4 |
If we find a fault on our side, we’ll continue troubleshooting as normal. |
5 |
If you’re setting up a new service, we’ll provide the PPPoE credentials and DHCP configuration you need — you’ll just need to enter these into your own router yourself, or have your IT support do this for you. |
In summary
Summary
Because you’re using your own router rather than one supplied by Lightwire, our support is limited to what we can see on our network. We can check things like your connection logs and the health of your line or ONT, and we can give you the credentials you need to get set up. What we’re not able to do is log into, configure, or troubleshoot the router itself, as we don’t have access to it. For that, we’d recommend checking with the router’s manufacturer or your own IT support.
Still need a hand?
Talk to our NZ-based support team
We’re open Monday to Friday 8am–7pm, and weekends 9am–5pm. Reach out any time and we’ll pick it up as soon as we’re back.
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