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Broadband troubleshooting guide
If your broadband connection is slow, disconnecting or not working, this guide will take you through a number of steps designed to solve a wide range of common problems.
If your issue is related to your connection dropping out or resetting - see our guide here
Follow step 1 below to get started. Please note; it is important that you follow the details in this guide closely as your problem could be the result of one minor detail, so it's always best to cover all the possibilities.
STEP 1: CONNECT VIA ETHERNET
If you are trying to connect via wireless, begin by plugging your computer directly into the modem using an Ethernet cable.
Next, try browsing the internet to see if the problem persists - if you are able to browse the internet then it means you have a wireless network issue, in which case you need to follow the Wireless Troubleshooting Guide instead.
STEP 2: REBOOT YOUR MODEM
Often when the internet appears to be broken, a simple restart of the modem can solve the problem quickly and with minimal fuss. So, before proceeding to any further steps, always try a modem reboot.
- Turn the modem off at the wall
- Leave it off for 2 minutes
- Turn the modem back on at the wall
The modem will take a few minutes to start back up and re-establish the connection. If this has solved the problem, then you’re free to surf on! If the problem persists, continue to step 3.
STEP 3: CHECK THE CABLES
Missing cables, dodgy double adapters, or frayed extension cables can all cause problems with your broadband. Begin by checking that your modem is correctly plugged in, and everything is where it should be.
If everything’s plugged in correctly, try unplugging or replacing any double adapters or extension cables as these are often cheap parts which fail regularly.
Reboot your modem as per step 2, and see if that has solved the problem. If not, proceed to step 4.
STEP 4: ISOLATION TEST
If you're on UFB, VDSL or ADSL with a Genius phone line, then you shouldn't have anything plugged into your jackpoints. ADSL Genius especially, this is important as other devices can still cause interference on your line even though they no longer work.
If you're on ADSL with a normal phone line, other devices plugged into your phone system can interfere with your broadband service, and an isolation test checks whether the internal wiring of your house, a faulty ADSL filter, or another device is causing your problems.
- Disconnect all private equipment plugged into a jackpoint e.g. double adapters, phones, filters, extension cords, fax machines, modems, Sky etc.
- Wait for at least 30 seconds to allow the line to reset.
- 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: then this means that your other devices or equipment are causing interference on your phone line. Plug your equipment back in piece by piece, checking the connection each time. When the problem returns then you have discovered the faulty equipment. Keep testing the rest of your equipment as well.
- If your modem does not reconnect then the problem may lie with your jackpoint or phone cable. Try a different cable, and if that doesn't work, then try the other jackpoints in your house, still checking the connection each time.
Any faulty equipment will either need to be replaced, or may simply require a new ADSL filter.
If your modem still won't reconnect after checking the other jackpoints, proceed to step 5.
STEP 5: OTHER EQUIPMENT
If an isolation test isn't able to locate the problem, try checking the following equipment:
- Modem: The best way to test your modem is to take it to someone else's place and plug it in there, or try a different modem at your own place. This will confirm whether or not the problem lies with the modem. If you have tried all the jackpoints in your home with no success, but your modem works elsewhere, then you may have a wiring issue. Please contact us at https://www.orcon.net.nz/contact.
- Filter: Try another filter or connect the phone or modem directly to the jackpoint to see if it makes a difference. (Filters should not be used for customers on the Genius plans)
- 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.
- Medical and Monitored Alarms: If your alarms are still active, then you should have a master filter (or splitter) hardwired into your phone line. If you don't have them filtered then your broadband won't be able to work properly. If you don't use your alarm anymore, make sure it's no longer programmed to dial out as this will also cause disruptions to your broadband service. Talk to the alarm company if you have any questions.
If you've tried all this, or it doesn't apply - on to the next step!
STEP 6: FACTORY RESET
A factory reset changes all the settings in your modem back to the way they were straight from the factory. This eliminates the possibility that there are settings which are preventing the modem from making a connection, or that the modem has simply encountered a quirk which needs to be ironed out.
Please note that this resets ALL modem settings – this includes your wireless network settings (name & password), or any special settings such as port forwarding. Please take note of these so you can re-enter them once the reset has been completed.
It's very important that you DO NOT power off your modem while completing a factory reset - this will 'brick' the modem and you'll need a new one.
- Unplug the Ethernet cable connecting your computer to the modem
- Find the ‘reset’ button – usually a button on the back or bottom of the modem that requires you to use a ballpoint pen or a small pin to activate. Press and hold this button for 10 seconds or until the lights turn off and/or flash simultaneously
- Wait a minute or two for the modem to start itself again.
- You should now be able to log into the modem using the default password (usually 'admin') and set your modem up for broadband. This usually means you need to enter your Orcon broadband username and password - instructions for re-entering username and password details for some modems are here.
- Orcon Genius Customers:your modem will take ten or so minutes to download its settings from our servers before it's able to set itself up again
After a few minutes the modem should have re-established an internet connection. Plug your computer back into the modem with an Ethernet cable and you should be able to surf the internet again.
If this also hasn't worked, it's time to go to the final step.
STEP 7: FINAL CHECKS
If you have reached this stage in the troubleshooting process and have not yet been able to solve your problem, please contact us at https://www.orcon.net.nz/contact and lodge a fault.
Make sure to note down all of the steps you've already completed, and anything interesting you may have noticed.
Setting up your broadband may seem daunting, but with some instructions it’s actually pretty simple.
There will be an instruction booklet included with your modem that contains all the steps you need to follow. These general instructions will just help assist you in making sure you’ve checked off each step. Some modem install guides can be downloaded here.
Attention Genius customers! If you’re an Orcon Genius customer, then these instructions don’t apply to you – please consult your installation guide.
How to get connected:
- On your connection date we’ll send you an email and/or an SMS to let you know when the connection has been made. Once you’ve received this notification then you’re good to go.
- Before plugging in the modem, make sure your other devices such as phones, faxes, alarms, are all connected to ADSL filters. Without filters your internet may run very slowly, or not at all.
- Plug your modem in: plug the small white phone cable into the ‘ADSL’ port on the ADSL Line Filter, and then plug the other end into the modem. Plug your computer into the modem using the yellow (or blue) Ethernet cable. Then plug the power in and turn the modem on.
- Log into the modem: you’ll need to log into the modem in order to enter your username and password details so that your modem can connect to our systems. Instructions on how to do this vary greatly from modem-to-modem so once again, the modem’s manual is the best place to look. You will have selected your username and password when you signed up, but if you can’t remember them please call on 0800 13 14 15.
- Set up your wireless: you may need to set up your modem’s wireless network – see the manual for specific instructions. Remember it’s important to make sure your network has a secure password.
If you’ve followed these steps as per your specific modem and your internet still isn’t working, please contact us at https://www.orcon.net.nz/contact and we can look into it for you.Do I need a liine filter for my Orcon Broadband
In most cases, yes. You need a line filter in every phone jack that is being used in your house. The only exception to this is your broadband modem. If your modem is the only thing plugged into a particular jackpoint, it does not need a line filter.
If you chose a Connection & Wiring install when you activated broadband, then you will not need any line filters! This is because you will have a separate line for broadband and homeline in your house.
Line filters work by separating the low frequency and high frequency signals (voice, and data) on the same line. This means that the signals stay separate and do not interfere with each other. If you received a modem from Orcon, a line filter will have been included.How do I stop my broadband disconnecting or resetting?
1. Confirming that your computer equipment is functioning properly is the first thing to check off the list. Check your modem lights to see if you’re connected to your ISP. Also ensure nothing is sitting on top of your modem as it can overheat.
If your modem appears to be working fine and dropouts occur with your wireless-connected devices but not with cable-connected devices, then the issue could be with your wireless network, see our wireless troubleshooting guide.
2. Ensure that all other devices such as phones, faxes, Sky TV, that use a phone line have a DSL filter on them. If you find any that don’t have a filter, then either disconnect them or buy a filter – interference from an unfiltered device can disconnect your broadband. Orcon Genius customers don’t need filters because nothing else except the modem should be plugged into a phone jack – if something’s still plugged in it can still cause interference.
If this doesn’t solve the problem, perform an isolation test to see if any of your cabling, devices or DSL filters are broken.
3. If your modem is plugged into a multi-plug or is plugged in next to a large appliance that draws a lot of power, try plugging it into its own power socket or somewhere else. If too much power is drawn away from the modem it may drop the connection.
4. Does your house have an alarm system or medical alarm that is or used to be monitored? They’re programmed to dial out periodically, even if they’re no longer being used, and they override anything else connected to the phone line. Check to make sure you either have a master splitter installed, or that the alarm is no longer programmed to dial out. If your alarm is causing disconnections then you’ll notice they’re happening at the same time every day.
If the above steps have not resolved your broadband connection issues, then please contact us at https://www.orcon.net.nz/request_support, and let us know which steps you’ve already completed.I've set up my broadband but it is not working, what do I do?
Good question, let’s see!
First, make sure you've set up your modem correctly according to the modem's installation guide. We have some instructions to help you along here.
If your installation date has passed but you haven’t received a text message to let you know your connection is active, then there may have been a problem at the exchange. Perhaps some wires have quite literally been crossed – please contact us at https://www.orcon.net.nz/request_support so we can get those wires uncrossed ASAP.
If the above doesn't apply to you, and you still don’t see a solid 'ADSL Sync/ADSL/WAN' light on your modem, then this means your modem is not talking to the exchange. Complete an isolation test to see if you can get this light to come up - click here for instructions. If you are still unable to get the ADSL/WAN light up then something is not quite right - please contact us at https://www.orcon.net.nz/request_support so we get you up and running.
Don’t worry we won’t start charging you for your connection until you can use it.
Still have questions?