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My Internet Is not working
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Power off all devices that are connected to the internet including your modem. Restart the modem first, once the modem comes back online, you can restart your other devices and then try connecting to the internet.
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Ensure all cables are plugged in correctly and securely. Loose cables or faulty cables can cause loss of service.
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Scenario 1: The DSL light on your modem is flashing or off or if you are on Fibre and your WAN light is off. Please refer to the Isolation Testing section.
Scenario 2: The DSL/WAN light on the modem is solid green or blue and the Internet light on the modem is red or off. Please factory reset your modem.
Scenario 3: Modem will not power on. Please try your modem at another power point and contact our team to discuss a replacement modem.
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Scenario 1: The Optical/PON light on your Optical Network Terminal (ONT) is red. Please check our outages page before contacting our team for further assistance.
Scenario 2: The Alarm/LOS light on your ONT is red. Please check our outages page before contacting our team for further assistance.
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1. Unplug all phones, modems, filters or any other devices from all jackpoints in your home. Some monitored home alarms may be automatically triggered if they're unplugged, so it might be a good idea to get in touch with your alarm provider first, to let them know what's going on.
2. Take your modem to a jackpoint in your home and plug it in. Test the modem directly plugged into your jackpoint without the use of a filter and turn it on. If the light labelled ‘DSL’ lights up, then your modem has reconnected.
3. If your modem successfully reconnects: this means that your other devices or equipment are the reason behind your loss of service. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns you have discovered the faulty piece of equipment.
If your modem doesn’t reconnect: the problem may lie with your jackpoint, phone cable or modem. Try another phone cable and if that doesn’t work, try the other jackpoints in your home, testing the connection each time.
4. Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.
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1. Confirm that your modem is correctly and securely connected to your Fibre Optical Network Terminal (ONT). This article here presents more information regarding the physical setup.
2. Turn the power to your modem off and wait about 5 minutes before turning this back on. Firstly turn on your ONT and then turn on your modem. Test again to check if your loss of service has been resolved.
3. Test another Ethernet cable from your ONT to your modem. This is to ensure that the Ethernet cable you are currently utilizing hasn't become faulty. The Ethernet cable goes from the WAN port of your modem to the GE1/LAN1 port of your ONT.
- Connect it to Power
- Connect an Ethernet cable from the LAN port of the Google Nest into any of the ports on the Switch (we would recommend port 1)
- Plugin your devices into the other available ports
- 5 Gigabit Auto-Negotiation RJ45 ports, Supports Auto MDI / MDIX
- Green Ethernet technology saves power consumption
- IEEE 802.3x flow control provides reliable data transfer
- Plastic case, desktop or wall-mounting design
- Plug and play, no configuration required
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ESET NOD32 Antivitus provides you with internet security and protects your devices from online intrusions. ESET NOD32 proactively detects and removes viruses, trojans, worms, adware, spyware, phishing, rootkits and other internet threats.
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ESET NOD32 Antivirus provides you with support and protection for one device. If you are interested in installing this application on multiple devices, we recommend purchasing ESET NOD32 Antivirus software directly from ESET. ESET NOD32 Antivirus is compatible with the following operating systems
- Microsoft Windows 10
- Microsoft Windows 8
- Microsoft Windows 7
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Installing ESET NOD32 is simple and can be completed once you have signed up for this service. Instructions for this have been provided below.
- Select the appropriate version of ESET NOD32 and the download will begin. Keep a note of your Username and Password as this will be required.
- Once the download is complete, locate the executable file (normally in Downloads folder) and double-click to begin the installation process.
- From the first screen, click Install. ESET NOD32 will then begin downloading the required files for the installation procedure.
- When the necessary installation files have been downloaded, you'll be presented with the End-User License Agreement. Read through the terms and click I Accept to move onto the next stage.
- In the next screen, you will be presented with the option to participate in the ESET Live Grid Network. When enabled, ESET Live Grid can detect and block the most recently introduced threats. This makes ESET LiveGrid a particularly effective way to defend against rapidly changing threats.
- The next stage asks if you wish to enable detection of potentially unwanted programs. Potentially unwanted and suspicious applications are programs that may not be intentionally malicious, but can negatively affect the performance and reliability of the system or send information to third parties.
- The installation of ESET NOD32 Antivirus will then begin and it can take up to 10 minutes to complete. Click Finish and ESET NOD32 will be installed on your device.
- Lastly, we will need to activate the product. Select Activate using a Username and password and click Next.
- Enter the Username and Password you recorded initially from the My Account section at the time of downloading the application and click Activate. You will also be sent an email with the subject line Setting up NOD32 which will contain the Username and Password.
Congratulations! You've successfully installed ESET NOD32 on your system!
- Navigate to the Control Panel in the Start Menu by searching for it
- Click on Network and Internet and then Network and Sharing Centre
- In the left-hand menu, click on Change adapter settings
- Right Click on the Ethernet adapter and then select properties
- Under Ethernet properties, highlight Internet Protocol Version 4 (TCP/IPv4) and click properties
- Check Use the following IP address and enter the necessary router details (this can vary from router to router)
- Click on OK to Save settings and then click OK on the properties page
- keyserver https://pgp.mit.edu
- keyserver https://keyserver.ubuntu.com
- keyserver hkp://zimmermann.mayfirst.org
- Click the following link to go to the log-in page - My Orcon
- Log in using your Orcon username and password
- If there is an amount outstanding, this will show under Your Balance
- To pay the account, click Pay Now
- Once your account has been paid in full, please turn your modem off at the wall (leave it off for 2 minutes), then turn it back on. Your service will be restored as soon as your payment has been processed and your modem has been restarted. It can take the modem/router approximately 5 - 10 minutes to completely come back on-line depending on what plan you are on. If it's not working after 15 minutes, try turning it off and on once more. If you still have no luck please contact us at https://www.orcon.net.nz/request_support .
- Disconnect all equipment plugged into your jack points e.g. double adapters, phones, filters, extension cords, fax machines, modems, Sky TV etc.
- Wait for at least 30 seconds.
- Plug the modem back in, without a filter, and wait for it to reconnect. If the lights labelled 'ADSL Sync' (sometimes labelled 'ADSL', 'Sync', 'WAN' or 'Broadband') and 'Internet' (sometimes labelled 'Online') light up, then your modem has reconnected.
- If your modem reconnects, check to see if the problem you were experiencing is resolved. If it is, this means that one of the devices you unplugged was causing interference on your phone line. Plug your equipment back in one by one, checking the connection each time. When the problem returns, you have discovered the faulty device. Keep testing the rest of your equipment as well, as it could be more than one faulty device.
- If your modem doesn't reconnect, the problem may lie with your jack point or phone cable. Try a different cable, and if that doesn't work, try the other jack points in your house, still checking the connection each time.
Learn about the broadband troubleshooting procedure and the checks you can perform which may restore your services. Before beginning these checks, we recommend referring to our outages page.
Troubleshooting Process
Isolation Testing
To rule out your equipment or the physical setup of your home network as being the reason behind your loss of service, it is crucial to complete the steps outlined below. This will ensure that we are taking all the necessary precautions to avoid any technician call out charges.
What should I do now?
If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks with you before reporting a fault.
What is the 5 Port Gigabit Switch?
Our 5-port gigabit switch lets you connect more devices in your home using an
Ethernet cable. It plugs into your router to give you additional
ports to connect PCs, TVs, gaming consoles, or any other devices you want to
connect via Ethernet.
Connecting the switch
The switch is compatible with any modem or router with at least one LAN port.
To connect it to a Google Nest Wifi router, follow these steps:
How do I get one?
The 5-port gigabit switch is available to purchase for $25 when you sign up on a
plan that includes the Google Nest Wifi router. If you’re already with Orcon, you
can purchase a switch by sending us an email
– a postage and handling fee of $14.95 will apply.
Technical specifications
Full details of the switch can be found on tp-links website.
ESET NOD32 Antivirus which protects you against internet security threats such as malware, viruses, ransomware, rootkits, worms and spyware.
ESET NOD32 Antivirus FAQs
You should not remove the ONT (Optical Network Terminator) or the power cable.
These units are provided and owned by the LFC (Local Fibre Company) and are specific to the address they are installed to.
They will not work at a different address.
The ONT should only be touched by the LFC's Technician when relocating it (or even removing it and reinstalling it). the reason is because the ONT is a delicate piece of technology owned by the LFC and they want to make sure it is not damaged.
What if I'm renovating or want it moved to another part of the house?
We understand alot of kiwis love a good DIY project. If you are renovating or simply want to move the ONT please get in touch with us here. We will let you know how to sort this.
We report on Copyright Act requests annually on our website.
We don’t publish an in-depth report on other requests. That’s not to say we never will, but at the moment we believe our time is better spent on key ISP business, and not introducing reporting that ultimately will be funded by our customers.
In general, we release information to third parties like the New Zealand Police and Courts when we are required to by New Zealand law.
Do you use the DIA’s Digital Child Exploitation FilterWe don’t currently, no.
We fully support the filter's intention, which is to prevent people accessing child exploitation material on the Internet. However, we understand there are a number of concerns about the effectiveness and operation of the proposed filter.
Currently we do not have enough detail to be able to address these concerns to our comfort. This is why we have not implemented the filter.
We do however provide an objectionable material filter (family filter) that can be turned on by logging into your My Orcon account here.
Do you tell customers if their data is breached?We actively monitor breaches, and inform customers should we identify that their email, log in details, computer, or phones have been compromised.
To date, we have identified compromised Computers, Modem/Routers, Email account details, Phone Services, Email Servers, Hosting Servers, and My Orcon login details. Based on what has been compromised and the severity of impact, we have locked these Internet connections down and communicated the breach to the impacted customers
Do you publish a security vulnerability disclosure policy?Our policy is based on the NZITF Disclosure Guidelines.
Policy
We are committed to protecting our community and users. If you are a security expert or security researcher and you believe you have discovered a security related issue with our websites, network, CPE, or other systems, we appreciate your help in reporting the issue to us responsibly.
We ask the security research community give us an opportunity to correct issues and vulnerabilities before publicly disclosing them. If you give us reasonable time to respond to your report before making any information public, and make a good faith effort to avoid privacy violations, destruction of data, and interruption or degradation of our service during your research, we will not bring any lawsuit against you, or ask law enforcement to investigate you.
Contact Information
The best method for contacting our security team is via email. You may encrypt your email to us with PGP if you wish to protect the contents of your email. We are also open to anonymous reports, so long as we have a valid method of corresponding with you (e.g. an anonymous email relay service).
Vocus Group NZ Security Team <security@vocusgroup.co.nz> (ID: E24A7B33, Fingerprint: CC3E DDBF AFD1 C03A FA10 25B8 7C84 5646 E24A 7B33)
Our public key can be obtained from most well-known public keyservers such as:
You can use this key to encrypt and secure messages to us.
To start using it, you'll need to install an OpenPGP/GPG software on your computer. Below you'll find a list of possible solutions for your operating system:
OS X https://ssd.eff.org/en/module/how-use-pgp-mac-os-x
Linux https://ssd.eff.org/en/module/how-use-pgp-linux
Windows https://ssd.eff.org/en/module/how-use-pgp-windows-pc
iOS https://itunes.apple.com/app/ipgmail/id430780873?mt=8
Android https://play.google.com/store/apps/details?id=org.sufficientlysecure.keychain
Please import the public key into your local OpenPGP Key-Manager.
YOUR ACCOUNT IS POSSIBLY OVERDUE AND HAS BEEN TEMPORARILY SUSPENDED BY OUR CREDIT DEPARTMENT.
What to do?
If you are connecting through the restricted connection you will see a ‘Block Page’. Follow the instructions on the ‘Block Page’ to get back on-line. Credit Card payments will lift the block immediately once your router has been rebooted. Internet Banking Payments will take 2-3 working days to process against your account.
If you are connecting through an alternative connection, (Mobile Data, Rural Connection, Dial-Up or a Legacy Connection) you will need to pay your account in full to get back on-line. The easiest way to do this is to go to My Orcon to check if there is an outstanding amount on your account. While there you can pay your account online.
IF YOU'VE MADE A PAYMENT AND THE RESTRICTION WAS LIFTED, BUT YOU STILL CAN'T GET ON-LINE.
Sometimes it takes a while to get back on-line after your account has been restricted. You will need to turn off your modem/router (i.e. unplug the power cord) and then turn it back on after 2 minutes. It can take the modem/router approximately 5- 10 minutes to completely come back on-line depending on what plan you are on.
Whilst your account is suspended you can still make emergency calls or contact us on 0800 13 30 30.
Annual Compliance ReportAs part of s122 of the Copyright Act, attached below is Orcon's annual compliance report.
Do you support IPv6?We provide dynamic IPv6 address' on most access types. This is assigned automatically to connections with dynamic /56 prefix allocations.
What if I need a static IP?Here you can find the answers to the most common questions about Static IPs.
What is a Static IP? Do I have one?
A Static IP is a fixed IP address that is assigned to you every time you connect to the internet. This differs from a Dynamic IP address which can change each time you connect.
If you are a residential broadband customer you will have a Dynamic IP address by default. Your IP will be returned back to us when you power down your modem. The IP address is then sent back to either yourself (if your modem is on) or another customer on our network. This won’t make any difference to how you use the internet, unless you specially need a static IP address because you are running services from your home such as a mail or web server.
The good news is you can request a Static IPv4 on our residential plans for $10 a month.
If you are a Business customers with us, you can request a Static IP on all Orcon business plans, for $10(excluding GST) a month.
If you have a static IP and would like to view this please contact us at https://www.orcon.net.nz/contact-form.
How does a Static IP work?
When you connect to the internet, we assign you an IP address. By renting an Orcon Static IPv4, we will ensure that you are given the same IPv4 address each time you connect to the internet.
Will my Static IP ever change? Can I change it?
Once a static IPv4 has been assigned the IPv4 address given will not be changed unless of course you decide to cancel your static IP service. This means your static IPv4 won't change even if you change plans or move between different Orcon internet or phone services such as Genius. Your static IP also won't change if you move house - just remember to select the Static IP option when submitting your move house order.
How can I get a Static IP?
New Orcon customers can select a Static IP during the sales process, either by selecting the Static IP service feature in the online sign up wizard, or by asking the sales agent. We will notify you of your Static IP once we have a confirmed the service start date for your Broadband.
Current customers can log in to My Orcon, select Change Hub from top right, and choose Static IP as an add-on under Change Plan Features. The static IP option is not available for selection on some of our unlimited plans. If this is the case for your plan, please contact us and we may be able to request it to be added.
Can I choose my Static IP?
Unfortunately not - your Static IP will automatically be assigned to you when you sign up for the service. We will send you an email on the day we add the service to notify you of what your IP address will be.
Can I get more than one Static IP?
There is a limit of one Static IP per access service. E.g. If you have two broadband services on different accounts, then each can have a Static IP. However, you cannot have more than one IP on the same broadband connection.
Orcon will not get involved in blacklisting of individual IP addresses. It is your responsibility to contact the relevant parties that have blacklisted the IP and request that the IP be unlisted.
On which plans can I get a Static IP?
The Static IP service is available on a large number of Orcon’s current and grandfathered broadband and Fibre plans.
If you're having problems with your ADSL/VDSL broadband or phone connection, it's important to try an isolation test. Devices plugged into your jack points can interfere with your broadband, and an isolation test checks whether things such as the internal wiring of your house, a faulty ADSL filter, or another device is causing your problems.
How to do an isolation test
If you discover a piece of faulty equipment, it will either need to be replaced or you may simply require a new ADSL/VDSL filter.
If the test so far hasn't located the problem, try checking the following equipment too:
Modem: The best way to test your modem is to take it to someone else's place and plug it in there. This will confirm whether or not the problem lies with the modem. If you have tried all the jack points in your home with no success, but your modem works elsewhere, then you may have a wiring issue. Please contact us.
Filter: Try another filter or connect the phone or modem directly to the jack point to see if it makes a difference. (Filters should not be used for customers on the Genius plans as only your modem should be plugged into the jack points, nothing else.)
Third-party devices: If you have a device connected in between your modem and computer, remove this and connect the computer directly to the modem.
Computer: If you do have another computer, connect it directly to your modem via the LAN/Ethernet cable and see if it makes a difference.
What are your DNS server addresses?Our DNS server addresses are:
IPv4
Preferred DNS Server: 121.98.0.1
Alternate DNS Server: 121.98.0.2
IPv6
Preferred DNS Server: 2404:4400::1
Alternate DNS Server: 2404:4400::2