My internet is not working - what can I do?

If you are having trouble connecting to the Internet, not to worry! There are several simple checks that you can try before contacting our support team which may get you back online quickly!

Firstlyif possible, be sure to either check your emails, our support page or our status page to see if we have any current network outages or planned works happening.  

 
Can’t connect to Wi-Fi? 

Can you see the "WLAN" light on or flashing on your router/modem? If it is off, this means the Wi-Fi is not turned on. To turn this on, there should be a WLAN button on the side or back of your router to turn it on. 

If the WLAN light is on, can you see the name of your Wi-Fi on your wireless devices? If you cannot see the Wi-Fi name, try restarting the router, as well as the devices having an issue. 

 

Connected to Wi-Fi, but cant access the internet? 

Are the "Internet" and "WAN" lights on or flashing on your router? If both are offthis indicates you do not have internet access. 

If the WAN light is not on, there could be a possible issue between the router and the dish on the roof.  Make sure that there is a cable plugged into the WAN port on the back of your router. If you follow that cable to its other end, it should be connected to a LAN port in a small black or white box (POE Injector) This small box powers the dish on your roof.  If it is not showing a power light, please check that it’s power cable and the socket it is in are connected correctly.  

If the WAN light is flashing, but there is no Internet light on, try restarting the router and the dish (you can restart the dish by turning the small black/white box off and back on). 

 

Are all connected devices having issues? 

Wherever possible, make sure you test the connection on more than one device. In some cases, there will be one specific device (PC / tablet / smartphone / printerthat is experiencing an issue, which may not be related to the internet connection. If the problem is isolated to one device, you can try restarting it to see if that resolves it.  If this does not resolve the problem, you may need to consult with an IT professional.  

 

None of these steps have helped, what do I do? 

Do NOT try 'resetting' your equipment unless instructed to do so by our support team. This is different to simply powering your device off and on again. 

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 modem/router 

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

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