How can we help?
- How do I stop my broadband disconnecting or resetting?
- How do I troubleshoot my Slingshot broadband connection?
- Do I need line filters for my Slingshot broadband?
- How do I change to Naked Broadband
- What is Ultra-Fast VDSL?
- Where is Ultra-VDSL available?
- VDSL Modem Settings
- Do I need a new modem/router for Ultra-VDSL?
- What speeds can I expect from Slingshot ADSL Broadband?
How do I troubleshoot my Slingshot broadband connection?
If your broadband connection is slow, disconnecting or not working, this guide will take you through some troubleshooting 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 Click 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 (see step 3 below for an illustration of how to do this).
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
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 0800 89 2000 to raise a fault
- Filter: Try another filter or connect the phone or modem directly to the jackpoint to see if it makes a difference.
- 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 small pin to activate. Press and hold this button for 10 seconds or until the lights turn off and/or flash simultaneously
- The Slingshot router should authenticate back on to the network automatically and if you have a VoIP line it should come back up after 5 or 10 minutes.
Once the modem has re-established the 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.slingshot.co.nz/contact/contact or call us on 0800 89 2000 to lodge a fault.
Make sure to note down all of the steps you've already completed, and anything interesting you may have noticed.
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