How can we help?
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.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
If you are an existing Broadband customer with us you can change your plan online through "My Account". If you have a modem capable of the new naked broadband services we wont ask you to agree to a new 12 month contract.
When selecting your new plan we will be able to let you know if the current modem from us can handle the new services you want.
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.