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How do I stop my broadband disconnecting or resetting?
- 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, Click Here for Wifi help.
- 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. If you have over 5 analogue phone jack devices you may need to have a master splitter installed for your Copper broadband services like ADSL and VDSL
If this doesn’t solve the problem, perform an isolation test to see if any of your cabling, devices or DSL filters are broken.
- 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.
- 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.slingshot.co.nz/contact/contact or call us on 0800 89 2000, and let us know which steps you’ve already completed.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.Do I need line filters for my Slingshot 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 Slingshot, a line filter will have been included.
If you need additional filters, you can buy them by speaking with our helpdesk on 0800 89 2000 or emailing via https://www.slingshot.co.nz/contact/contact
As Naked Broadband is a slightly different service to your usual broadband plan, you’ll need to upgrade your account via the signup form on our website, or by calling us on 0800 89 2000.
There is a new 12-month contract if you would like to move to Naked Broadband from our regular broadband plans.
If you are an existing Just Broadband or Naked DSL customer you can change your plan online through "My Account" or you can give us a call on 0800 89 2000 and one of our friendly customer service representatives will change your plan for you. There is no new contract for this.
I've heard of this VDSL thing, what is it?
Very-high bit-rate Digital Subscriber Line (VDSL) is the latest generation of copper-based broadband. It uses the existing copper lines that already supply you with your homeline and/or broadband service, and gives you a better broadband connection.
VDSL can be faster than ADSL or ADSL2+, and it is subject to very similar restrictions. For example, you need to be within range of an exchange or a cabinet. VDSL operates at a much higher frequency than ADSL or ADSL2+, and as such has a more limited range. This means that the farther away from a cabinet or exchange you are, the less likely you are to see an increase in speed.
What does VDSL offer?VDSL offers an increase in both download and upload speeds, and a much more consistent Internet experience at your home. You should be able to have multiple devices and computers all connected to the Internet without experiencing the slow-down that can happen on ADSL/ADSL2+.
What speeds can I expect on VDSL?VDSL has a theoretical maximum speed of 70 Mbps download and 10 Mbps upload, and this will vary depending on multiple factors such as; distance from exchange or cabinet, home wiring, noise on the line, time of day, etc.
How can I get Ultra-VDSL?
Here are the settings you'll need if you're looking to set up VDSL on your own modem (make sure it's VDSL capable first!)
- Protocol - PPPoE
- WAN Service Type - Internet_TR069
- 802.1Q VLAN ID - 10
- Priority - 0
- IP Protocol - IPv4
- PPP Username - [Username]@slingshot.co.nz
- PPP Password - [Password]
- Auth Mode - Auto
- Dial-up Modem - Always On
- MRU Size - 1492
- MTU Size - 1490
Will I need new equipment for Ultra-VDSL?
Yes you will! A VDSL connection requires a VDSL-compatible modem/router in the same way that an ADSL connection requires an ADSL-compatible modem/router. Slingshot will provide you with a modem and anything else you need to get up and running, you will only need to pay for postage and handling ($14.95).
In the unlikely event that you decide to leave Slingshot, you will have to return the Slingshot modem to us.
On our website, we talk about high-speed broadband plans. High-speed means that we do not put a limit on the speed of your connection - it's as fast as your line allows. There are many different factors that can affect the speeds you get on your broadband connection. These include:
- When you are online, you're sending and receiving data over a physical network shared by all ISPs - if a lot of people are online all at the same time, this can affect your speeds.
- If you live in an area with a large number of broadband connections.
- If you live in an area where the Chorus equipment is quite old.
- If you have a large number of Internet-capable devices on your home network - think of tablets, smartphones, smart TVs etc
- The age of your computer is very important - if you have a computer that's 10 years old, it's going to be slow!
- How far away your property is from the local Exchange.
- If you're using an old modem/router. These generally have a lifespan of about 2 years.
It is important to know that we do not guarantee any minimum speeds or latency on any of our ADSL Broadband plans.
Have you tried our app?
The My Slingshot App makes it easy to keep track of usage, payments, and loads of other handy things.
- Still have questions? Request support.