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My internet is not working - what can I do?

If you are having trouble connecting to the Internet there are a number of simple checks that you can try before contacting our support team. 

Firstly, try switching the power off on all devices for 10 seconds then switching them back on. Please also check that all cables are plugged in firmly.

Additionally, we recommend that you restart your edge device (PC / laptop / tablet  / smartphone) while you are restarting everything else.

Do NOT try 'resetting' your devices unless instructed to do so by our support team. This normally involves sticking a pin into a small reset hole on the back of a device. This is different to simply powering your device off and on again.

Once you have restarted all your devices and waited for a couple of minutes, try connecting to the internet again. 

Wherever possible, make sure you test the connection on more than one edge device. In some cases there will be a specific device (PC / tablet / smartphone) that has it's own problem and that has nothing to do with the internet connection. If this is the case, you should consult your IT professional.

If you are still unable to connect to the internet on any of your devices, please take note of the lights that are active and inactive on the Lightwire equipment. 

With this information on hand please contact our support team on support@lightwire.co.nz or call 0800 12 13 14

Please include as much information as you can to help our team resolve your issue as quickly as possible.

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Comments

  • Avatar
    TJ Dalton

    Hi, our internet has been regularly disconnecting itself as does our phoneline and we think the 2 problems are caused by the same issue. This has been happening since we got connected to the Lightwire network. Lightwire is looking at the phone network but we need you to look at internet also as we are paying for this and you can't supply what we are paying for. Please contact me urgently to resolve this issue. 0272378680 Regards. Trev Dalton

  • Avatar
    Sean Williams

    Hi Trev, I'm sorry to hear this. I have created a ticket in our system for this and will make sure somebody picks it up.