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.

Wi-Fi related issues:

To quickly diagnose and potentially resolve your broadband issue, we recommend using the network scanning feature in your Slingshot app. This tool can identify and fix common Wi-Fi related issues without the need to speak to a specialist. To access the app, search for Slingshot in your app store.

Troubleshooting Process

• Step 1: Restart your equipment
  Power off all devices that are connected to the internet including your modem. Power on the modem first, once the modem comes back online, you can restart your other devices and then try connecting to the internet.
• Step 2: Check cables
  Ensure all cables are plugged in correctly and securely. Loose or faulty cables can cause loss of internet services.
• Step 3: Check the modem lights
  Please refer to What do the lights on my modem mean? for more information.
• Step 4 (Fibre only): Check the Optical Network Terminal lights
  Scenario 1: The Optical/PON light on your Optical Network Terminal (ONT) is red. Please check our outages page for any known issues in your area before contacting our team for further assistance.

  Scenario 2: The Alarm/LOS light on your ONT is red. Please check our outages page for any known issues in your area before contacting our team for further assistance.

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.

• ADSL and VDSL Broadband Connections

  • Before we begin

    The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.

    Click the right arrow to begin the Isolation Test!

  • Step 1: Unplug your equipment

    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, we recommend getting in touch with your alarm provider first, to let them know what's going on.

  • Step 2: Testing other jackpoints

    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’ illuminates , then your modem has reconnected.

  • Step 3: Reconnecting your devices

    Did your modem successfully reconnect?

    Yes

    This means your devices/equipment is the reason behind the 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.

    No

    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.

  • Step 4: Final checks

    Lastly, we recommend running through steps 2 and 3 with another modem, to rule out your existing modem as being faulty.

    If you find that you have completed these checks and are unable to restore your services, we recommend contacting our team. Remember to let them know that you have already completed the isolation test.

   

   
• Fibre Broadband Connections

  • Begin the Isolation Test Process

    The isolation test takes around 10-15 minutes and you will require access to your modem to successfully complete it.

    Click the right arrow to begin the Isolation Test!

  • Step 1: Check your network setup

    Confirm that your modem is correctly and securely connected to your Optical Network Terminal (ONT). Our Modem Setup Guides present information regarding the physical setup of your modem.

  • Step 2: Restart your modem

    Turn the power to your modem off and wait about 5 minutes before turning this back on. Test again to check if your loss of service has been resolved.

  • Step 3: Test another cable

    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.

   

   

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.

Why Is My Internet Slow? Let’s Solve the Mystery!

Ever wondered why your internet feels like it’s stuck in slow motion? Here are some common culprits:

• Wi-Fi Woes: If you’re far from your router or there are walls in the way, your Wi-Fi signal might be struggling to reach you. Plus, other gadgets like microwaves can interfere with your signal.
• Device Drama: Older devices might not keep up with the latest Wi-Fi standards. Background apps and pesky malware can also hog your bandwidth, slowing things down.
• Cable Chaos: Damaged or loose cables can mess with your connection. Make sure everything’s plugged in snugly!
• Network Nuisances: During peak times, everyone’s online, which can slow things down. 
• External Factors: Bad weather or ongoing network upgrades can temporarily affect your speeds. 

Found on this page will be several tips & tricks on how to improve the speed issue at hand

Basic Checks

Below are some checks that we recommend performing to help solve your speed issue. Further down on the page are more detailed descriptions to further assist you in finding a solution. 

Check the cables

This one is simple, look at all the cables connected to you Modem and make sure all the cables are secure.

1. Cables to check - power cable, ethernet Cables, WAN/DSL cable (if on Fixed Broadband connection).
2. Try an alternative ethernet cable between your Optical network terminal (ONT) and the modem.

Power Cycle

That age old saying "have you tried turning it Off and On again", as funny as it is holds some truth as even technology needs a restart every now and then

1. To power cycle the modem simply turn the modems power off for 10 - 15 seconds and then back on again. Just like humans waking up in the morning give the modem a few mins to find its feet again.
2. Run a Scan

All the physical checks done. Still having issues?

Head over to the Slingshot App and run a Wi-Fi Network Scan

1. This will run a health check on your network to let you know if we think anything is amiss. It has a lot of smarts and will suggest ways you can improve your connection
2. After following the suggestions try browsing like normal and see how its improved, still need more help run another scan!

Identifying where the problem may lie

Various factors impact the broadband speeds you experience with your connection. Found below are several different things to consider when trying to locate the reason why your Broadband speed is slowing down. Again, we recommend trying the Wi-Fi scanner found on the Slingshot app to help identify if the issue is due to Wi-Fi interference or modem placement. 

Be sure to also check out our Outages page, as it may be that there is an outage in your area or nearby that could be impacting your speed temporarily. 

• Wireless Connections

  Speed issues often arise when using a Wi-Fi connection. This is due to the nature of Wireless technologies, and that they need to travel through the air to reach their destination, making them prone to interference along the way.

  We recommend downloading the Slingshot Broadband app to run the Wi-Fi assistance tool. This will allow the tool to scan the Wi-Fi from your modem to your device, and its surroundings from which it can make a range of suggestions on how it thinks your connection may be better improved.

• Users at any given time

  The more people using the internet simultaneously, the more strain it puts on the modem and connection, potentially reducing speeds for everyone.

  Does the speed seem to reduce when there are multiple devices running at once? If so, it may be that your internet speed needs an upgrade, or your modem may be out of date to support multiple users more efficiently simultaneously. Check out our Broadband plans to see if there is a faster one for you!

• Distance from Modem and the Size of the property

  Wi-Fi signals travel through the air and can be interfered with by objects. Slower speeds may occur if you are far from the modem. Wi-Fi only has a finite range before its signal begins to diminish, this is just the nature of how Wireless technologies work.

  If you find yourself in this situation, and you have a larger or multi-storied property, we suggest looking taking up one of our mesh units to help strengthen the Wi-Fi signal across your property.

• Restarting the modem
  The old saying, have you tried turning it off and on again actually goes a long way in the realm of internet technology. Switching your modem off and on again can quite often resolve some of the issues you may be experiencing. This isn’t because the hardware is failing, but more because the memory on board may have been full, or the unit was simply getting a bit too hot after being online for quite some time. Disconnect the power for 30 seconds and try again!
• Checking Cables
  Ethernet cables are often overlooked when diagnosing internet issues. These cables although do last a very long time, can be prone over time to damage and simply just not do their job. For example, you may have a 1 Gigabit internet connection, but the cable between the ONT and your modem has been a bit damaged, therefore your highest achievable speeds may only be around 90Mbps on a speed test. Try replacing the cable here, and seeing if it works, you never know!
• Age of hardware
  Sometimes a culprit for slow speeds may simply be the age of the modem itself. It may be that you’ve had it for several years, and it’s just always worked without any second guessing, but now that you’ve come across some issues with the speed or even signals dropping off, it may be that your modem just simply isn’t cutting it anymore. Contact our friendly team, and discuss taking up one of our newer models, you may find that with the new Wi-Fi technologies it will give you an even greater experience than before!
• Gaming
  Do you experience speed issues only when gaming? This may be because the server you are connecting to isn’t hosted locally in New Zealand, and because of this it is prone to external factors. This includes the distance to the host server, and the load on that server. Some games for example may experience an overwhelming increase in players when some new content is released, and when combined with the server being overseas, may cause some issues to how your game performs. A good work around here is to see if there is a closer game server for you to join, for example, quite often Australasian servers provide a better Ping compared to American or European servers.
• External interference (Wireless Customers)
  If you are a wireless broadband customer, sudden speed drops may be due to external interference. More than likely, this is due to a change in the weather, with rainy stormy weather reducing the signal strength. What we suggest here is that you try switching the modem off and moving it to another location at your property to see if it can establish a stronger connection.

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.

While Wi-Fi is super convenient, this convenience does have a trade-off. Wireless is generally not as reliable as a wired connection to your modem and has a few limitations.

To quickly diagnose and potentially resolve your broadband issue, we recommend using the network scanning feature in your Slingshot app. This tool can identify and fix common Wi-Fi related issues without the need to speak to a specialist. To access the app, search for Slingshot in your app store.

We’ve put together this handy guide to help everyone get the most out of their wireless network.

What affects Wi-Fi speeds?

Distance

The closer you are to the wireless access point, the better it will perform. Wireless connectivity (Wi-Fi) has a limited range and can only reach so far. Other devices, household appliances and physical obstructions can also reduce Wi-Fi range.

Number of users

The more users connected to your Wi-Fi, the less wireless bandwidth there is available to each device. This can cause your Wi-Fi to slow down (even if you are connected to Ultra-Fast Fibre). Where possible, connect devices to the Ethernet to conserve Wi-Fi bandwidth for mobile devices.

Interference

There are many things that can interfere with the quality of your Wi-Fi signal. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for signal to pass by. Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also get in the way.

Other access points

Neighbours Wi-Fi is the most common cause of signal interference, especially if you live in an apartment with lots of other Wi-Fi access point around. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. You can reduce interference by selecting the best Wi-Fi channel.

Device

A recent, name-brand modem is highly likely to outperform a no-name branded one. It’s best to use a modern device, like our NF18 modem, which use the latest Wi-Fi technology. Older modems can limit the speed and quality of wireless signal.

Position

It is best to have your router placed up high and centralized in the home. A single modem positioned behind a desk won’t be able spread signal very far. For tips on router positioning, check out our modem positioning guide.

How to fix common Wi-Fi issues

• I can’t get Wi-Fi signal in my bedroom

  Wireless connectivity (Wi-Fi) has a limited range and can only stretch strong signal so far. The further you move away from your access point, the weaker the signal will become.

  A single wireless access point will struggle to reach every room, because of several factors such as the layout of your house, solid building materials, metal appliances and interference from other nearby Wi-Fi networks.

  

  Home Wi-Fi Solutions:

  A mesh network is the most comprehensive solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for just $399 or $15 per month rental. Find out about Google Wifi.

• Wi-Fi is frequently dropping out

  Your Wi-Fi connection can drop as you move around the house.

  In general, the further you move away from your access point, the more likely you are to experience signal drops. This is because of obstructions like walls, home appliances and interference from other nearby networks.

  

  Home Wi-Fi Solutions:

  A mesh network is the most comprehensive solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for just $399 or $15 per month rental. Find out about Google Wifi.

• I’ve installed Fibre, but now I’m having Wi-Fi issues

  It’s likely the placement of your modem has moved and there is a greater distance for the Wi-Fi to travel to your living area or bedrooms. Your modem is probably sitting next to your ONT (the white Fibre box), which often isn't installed in a central location.

  The further you move away from your access point, the weaker the signal will become. This is because of obstructions like walls, home appliances and interference from other nearby networks.

  

  Home Wi-Fi Solution:

  Given your new modem placement, a mesh network is the best solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for just $399 or $15 per month rental. Find out about Google Wifi.

• One device can’t connect to the Wi-Fi

  There are a few smart devices (often Android) that are designed for the USA market and aren’t compatible with some common New Zealand Wi-Fi settings. These devices are incompatible with Wi-Fi channels 12 and 13.

  You can resolve this issue by connecting the device to your 5Ghz Wi-Fi network. Another solution is to change the Wi-Fi channel on your 2.4Ghz network. Login to your modem portal (usually 192.168.1.1) and change the Wi-Fi channel to 1,6 or 11.

  Please contact our support team if you need help troubleshooting this issue.

• I've forgotten my Wi-Fi password

  No worries. Changing your Wi-Fi password is easy.

  Simply download My Slingshot from the App Store or Google Play, or head to My Slingshot online and select ‘My Wi-Fi’ from the menu. If you have an older modem, you can change your Wi-Fi password on your modem’s interface by following this guide.

The most important factor affecting Wi-Fi performance in your home is modem placement. Re-positioning your Wi-Fi modem can make a huge difference to your internet experience.

Before you re-position your router, it’s good to understand what factors typically slow down your Wi-Fi. Check out How to fix slow Wi-Fi before you begin. 

Wi-Fi related issues:

To quickly diagnose and potentially resolve your broadband issue, we recommend using the network scanning feature in your Slingshot app. This tool can identify and fix common Wi-Fi related issues without the need to speak to a specialist. To access the app, search for Slingshot in your app store.

Tips to improve your Wi-Fi

• Don’t keep your modem in a cupboard or patch panel as the walls can block your modem's signal.

• Place your modem somewhere near the center of your house. You will have the best connection if your devices can see the modem.

• Make sure your modem is standing upright or is positioned the way it is intended – this allows Wi-Fi signals to transmit the best.

• Keep it away from the kitchen - some appliances such as microwaves can interfere with the signal.

Best places for your modem

A good rule of thumb is to place your modem in the room where you will be using Wi-Fi the most. Ensure it’s in the best location for your Wi-Fi needs:

• If gaming is most important to you, your modem is best placed in the same room as your PC or gaming console and connected to the modem via an Ethernet cable.

• If streaming via TV is most important, place your modem near your TV.
• If Wi-Fi coverage in the home is most important to you (including streaming video in all parts of your home), place your modem in a central location or by your TV with an additional mesh Wi-Fi system.

Best placement: 

Best for general Wi-Fi coverage in the home

NF18 2.4Ghz

Poor placement: 

Place your modem somewhere near the centre of your house to get the best coverage 

NF18 2.4Ghz

Best placement:

Best for general Wi-Fi coverage in the home

NF18 5Ghz

Poor placement: 

Don’t keep your modem in a cupboard as the walls can block some of your router’s signal

NF18 5Ghz

Images are indicative of possible coverage with our NF18 Modem, but results within your own home may vary.

Still can't get a signal in every room?

While changing the positioning of your router can improve performance in certain environments, you will probably still have ‘dead zones’ in other rooms.

A single wireless access point will struggle to spread a strong signals to every room in the home, because of several factors such as the layout of your house, solid building materials, metal appliances, and interference from competing Wi-Fi networks.

You can see the limitations of Wi-Fi in your own home by walking around and measuring signal strength with apps like Wi-Fi Strength Meter or Wi-Fi Sweetspots.

Generally, the best solution to the poor range is to introduce more wireless access points.

A mesh network is the best solution for full wireless coverage. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer powerful Mesh Wi-Fi Satellite units to give you great Wi-Fi coverage in every room for just $5 each per month. To order, simply get in touch with us.

Learn how you can resolve your internet disconnections and receive the best overall online experience.

Troubleshooting Process

To help resolve the disconnections you are experiencing, select your broadband service and complete the steps provided.

• ADSL and VDSL Broadband Connections

  • Before we begin

    This will help us determine the exact kind of internet disruptions you are facing and to ensure we are accurately diagnosing the root cause. You will require access to:

    • Ethernet cable
    • Your modem
    • Computer/laptop

    Click the right arrow to begin the troubleshooting process!

  • Step 1: Testing over ethernet

    Connect an ethernet cable to one of the LAN ports on the back of your modem and the other end to the ethernet plug on your computer. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing another ethernet cable.

  • Step 2: Testing over WiFi

    Remove the ethernet cable from your computer and connect to your modem WiFi network. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing with another device. Please note that our modems are only designed to support a range of up to 10 metres.

  • Step 3: Determine your issue

    Did you experience disconnections over ethernet?

    Yes

    This means your modem, jackpoint, phone cable or the Chorus network could be the cause behind your disconnections. We recommend completing an isolation test before contacting our team.

    No

    This indicates that the problem is Wi-Fi related. We recommend referring to our Wi-Fi troubleshooting section for your particular modem.

   

   
• Fibre Broadband Connections

  • Before we begin

    This will help us determine the exact kind of internet disruptions you are facing and to ensure we are accurately diagnosing the root cause. You will require access to:

    • Ethernet cable
    • Your modem
    • Computer/laptop

    Click the right arrow to begin the troubleshooting process!

  • Step 1: Testing over ethernet

    Connect an ethernet cable to one of the LAN ports on the back of your modem and the other end to the ethernet plug on your computer. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing another ethernet cable.

  • Step 2: Testing over WiFi

    Remove the ethernet cable from your computer and connect to your modem WiFi network. Test the connection to confirm if you continue to experience disconnections or dropouts. If disconnections persist, we recommend testing with another device. Please note that our modems are only designed to support a range of up to 10 metres.

  • Step 3: Determine your issue

    Did you experience disconnections over ethernet?

    Yes

    This means your modem, ethernet cable or the Fibre network could be the cause behind your disconnections. We recommend completing an isolation test before contacting our team.

    No

    This indicates that the problem is Wi-Fi related. We recommend referring to our Wi-Fi troubleshooting section for your particular modem.

   

   

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.

Having trouble loading YouTube? There is a quick way to tell if it is an issue with our services or not.
If you can watch videos online through another platform (say Netflix) this is a good indication that something is up with youtube

Where can you check for outages?

1. Check our Network Status page. This is updated by our Networks team when there is an issue/outage on our network.
2. Check with YouTube (chances are it is YouTube that is having streaming issues- shocking we know! but these things happen). We would recommend checking their help section or they may even have something up on their social media channels about it.

Can't see any outages? It might just be your connection/device, try some of these general troubleshooting steps for your connection

If you wish to speak to us regarding any other technical issues, please contact us.

Manually selecting your Wi-Fi channel could improve wireless performance if you live in an apartment or suburb with lots of other access points around.

This should only be used as a last resort, if you experience frequent signal drops within close range to your modem. Before you change your Wi-Fi channel, check out how to fix slow Wi-Fi.

What are Wi-Fi channels? 

A router can have multiple frequencies to broadcast data, for example, our NF18AC supports two frequency bands: 2.4Ghz and 5Ghz. Each band can be split into chunks commonly called channels, which isolate a small portion of the frequency to better serve all Wi-Fi devices connected to it. 

2.4Ghz wireless has great range and will be fine for general browsing, YouTube and Facebook. If you’re close to the router and want to enjoy High Definition streaming, you should connect to 5GHz as it has a much greater throughput capability. Due to the high frequency of 5Ghz, it's signal cannot travel as far as 2.4Ghz. 

Should I change my Wi-Fi channel?

The reason certain channels aren’t the best choice to use is because they are crowded by many wireless networks trying to talk over each other.

Your Slingshot wireless router is already quite smart and automatically changes the Wi-Fi channel to avoid interference from other networks. It’s generally better to leave your channel setting as 'AUTO' and let your modem do it's thing. However, as a last resort, if you are noticing that your signal is dropping often it is worth manually selecting the least congested channel. 

Note: When we update modem firmware, it can take 1-2 days for your modem to automatically select the best channel. After an update, please wait a few days before changing the channel. 

How to change your Wi-Fi channel

1. Download a Wi-Fi analyser to your device. 

Go to the Google Play or MacOS App Store to download a Wi-Fi analyser to your mobile, tablet or computer. NB: Slingshot does not support these applications.

2. Run the application and you should see other nearby wireless networks.

In the above screenshot, you can see that there are several neighbouring Wi-Fi networks, concentrated around the 1,6 and 11 channels. These channels are crowded and are likely interfering with each other.

3. Select the least congested channel

Login to your modems interface and select the least congested channel for your 2.4 and 5Ghz bands. We recommend choosing a channel above 7 for your 2.4Ghz band.

You can usually access your modem interface by visiting 192.168.1.1 in your browser. If that doesn’t work, you can access your wireless settings here. 

Still can't get Wi-Fi in every room?

While changing your Wi-Fi channel can improve performance in certain environments, it is unlikely to provide strong performance and range throughout your home. 

A single wireless access point will struggle to spread strong signal everywhere, because of several factors such as the layout of your house, solid building materials, metal appliances and interference from other Wi-Fi networks.

You can see the limitations of Wi-Fi in your own home by measuring signal-strength with apps like Wi-Fi Strength Meter (Android) or Wi-Fi Sweetspots (iOS)

Generally, the best solution to poor Wi-Fi performance is to introduce more wireless access points. 

A mesh network is the best full-coverage solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for just $399 or $15 per month rental. Find out about Google Wifi.

Follow these steps to reset your 4G Wireless Broadband router (Huawei B535-232) to factory default settings. This will wipe all data and settings on your router, including your Wi-Fi network name and password.

1. Connect the black power adaptor and turn your router on at the wall.
2. Insert a paper clip or pin into the hole labelled Reset on the bottom of the router, hold it down for 3-5 seconds, and release.

Your router will automatically reboot and be reset to factory default settings. You'll now be able to log in to your router using the default login details.

The LED lights on your modem indicate whether your Slingshot connection, Wi-Fi and local network are up and running. Select your modem and connection type below to find out which lights should be on.

Netcomm NFV4 & Netcomm NF18

• ADSL or VDSL

  LIGHT LABEL	LED COLOUR & ACTIVITY	WHAT THIS MEANS FOR YOU
  Power	Solid green	The modem is performing as expected
  DSL	Solid Green	Your modem is physically connected to our network
  Internet	Solid Green	Your modem is passing data and is communicating with our network
  WLAN	Flickering Green	Your Wifi is enabled and working as expected
  Phone 1	Solid Green	This led will only light up after the Internet led has lit up and you have signed up for VOIP

• Fibre

  LIGHT LABEL	LED COLOUR & ACTIVITY	WHAT THIS MEANS FOR YOU
  Power	Solid green	The modem is performing as expected
  Internet	Solid Green	Your modem is passing data and is communicating with our network
  WAN	Flickering Green	This light identifies the port which the Fibre ONT is connected to
  WLAN	Flickering Green	Your Wifi is enabled and working as expected
  Phone 1	Solid green	This led will only light up after the Internet led has lit up and you have signed up for VOIP

Fritzbox 7490

• Fibre

  LIGHT LABEL	LED COLOUR & ACTIVITY	WHAT THIS MEANS FOR YOU
  Power/DSL	Solid green	Modem device is ready for operation.
  Internet	Solid Green/Off	Illuminated when a voice call is in progress or the phone is off the hook, otherwise the light is off.
  Fixed Line	Off	This will not be illuminated.
  WLAN	Solid Green	Wi-Fi network is enabled.
  Info	Solid Green	Illuminate solid green when there is an active established connection and you are free to browse the internet.

Orbi Wi-Fi 6

• Fibre

  LIGHT LABEL	LED COLOUR & ACTIVITY	WHAT THIS MEANS FOR YOU
  Router LED (front)	Off	The modem is working normally.
  	Pulsing White	The router is booting or the Sync button has been pressed.
  	Solid White	The router is resetting to its factory default settings.
  	Solid Magenta	The router cannot connect to the internet.
  Power LED (back)	Solid Green	Power is on.
  	Blinking Amber	The router is resetting to its factory default settings.
  	Blinking Red	The routers firmware is corrupted.
  	Off	Power is not supplied to the router

If your modem will not Power on, please try your modem at another power point. If you are still unable to get your modem connected to power, contact our team to organise a replacement modem. 

If for whatever reason the lights on your modem do not light up accordingly please contact us on 0800 89 2000.

A Media Access Control (MAC) address is a unique address for networked devices, based on the hardware of the device.

You'll find the MAC address on the base of your Slingshot modem.

The last 6 digits of this MAC address are the password to login to your modem's interface (all lower-case). 

For example, the password to log in to the modem would be "a57993".

For help logging into your modem settings, check out configuring your modem.

Google Wifi delivers seamless Wi-Fi coverage by creating a mesh network of individual Wi-Fi points that work together to spread a strong Wi-Fi signal throughout your home, so everyone can stream, share, and download.

Key Features

Improved Wi-Fi coverage

• Enjoy a fast Wi-Fi signal in every room, on every device
• Helps solve Wi-Fi coverage issues commonly found in large New Zealand homes.
• Seamlessly transition between access points with Google Wifi's mesh technology

Increased Wi-Fi speeds

• Reduces the Wi-Fi speed bottleneck created when multiple devices connect to a single Wi-Fi access point
• Connects you to the fastest and least congested access point

Family-friendly controls for your Wi-Fi network

• Offers family-friendly controls to stay on top of the kids’ screen time and block unsavoury content.
• Decide when your kids have access by pausing Wi-Fi for specific devices or scheduling internet time-out during busy times like bedtime or homework time.

Simply plug in the Google Wifi units and they will create a mesh Wi-Fi network, providing seamless coverage throughout your home.

Frequently Asked Questions

• I’m already a customer, how do I get one?

  Visit My Slingshot to see what mesh Wi-Fi solutions are available to rent from us today! Note: depending on your modem type, you might be able to get our awesome Netcomm mesh units instead.
• Does Google Wifi come with a warranty?

  Google Wifi comes with a standard 12-month warranty.

  Warranty returns: We will replace your Google Wifi units with new or refurbished units functionally at least equivalent to yours.

• What happens if I decide to leave Slingshot and I have a Google Wifi rental?

  Google Wifi is an expensive bit of kit, so we have made an affordable rental option for our customers. In the unlikely event that you no longer require Google Wifi or decide to leave Slingshot, you'll need to return the Google Wifi units to us. If you’d like to cancel, just call the team on 0800 89 2027 and we will send a return bag for your Google Wifi.

  A $399.00 (incl. GST) fee applies if the units aren't returned.

• How do I set up my Google Wifi?

  To set up your Google Wifi units and access their features, download Google Home app from the Google Play Store or Apple App Store. Or check out Google’s awesome help articles here.

  Once you have set up Google Wifi, we highly recommend turning off your modem’s Wi-Fi so that it doesn’t interfere with Google Wifi’s mesh network. In My Slingshot, select Wi-Fi from the menu and turn your modem Wi-Fi off.

• How do I set up Family Wi-Fi controls?

  Family-friendly controls can be set up on the Google Home app. Find out more here.

• What’s under the hood?

  The full Google Wifi spec sheet is available to view here.

Troubleshooting

• What if my Wi-Fi point isn’t found during setup?

  The issue could be that your Wifi point isn’t properly connected. Check the power and Ethernet cables and make sure they’re securely in place. Find out how here.

• Stuck in setup?

  In rare cases, you may have issues connecting to the setup network or get stuck on the “Checking Wifi point status” screen for several minutes. This could mean that your mobile device’s Wi-Fi is in an unstable state.

  In general, tapping your mobile device’s back button and restarting the setup process can fix this. If that doesn’t work:

  1. Close the Google Home app. Ensure you fully quit the app.

  • For Android, tap the Recent Apps button and swipe the Google Home app to close it.
  • For iOS, double-tap the Home button and swipe upward on the Google Home app to close it.

  2. Open your mobile device’s Wi-Fi settings. Toggle the Wi-Fi switch OFF then ON.
  3. In the list of available networks, select any nearby connected networks and ‘forget’ them. You can keep your Wifi point’s setup network.
  4. Open the Google Home app, and try to set up your Wifi point again.

  If you still need assistance, please contact Google online support.

• What if my Wi-Fi point can’t connect to the internet?

  If your Wifi point isn’t getting an internet connection from your modem:

  1. Unplug your modem and your Wifi point from power.
  2. Wait about 2 minutes. This will make sure your modem and Wifi point are fully off.
  3. Then plug the power cable back into only your modem and wait 1 minute.
  4. Plug the power cable into your Wifi point and wait 20 seconds for it to power on.
  5. If you're setting up a Wifi point, close the Google Home app and reopen it to attempt setup.
  6. Your Wifi point’s light will continually pulse blue when it’s ready for setup.

  Check out this help article if you still have issues.  

• How can I add Wi-Fi point(s) to an existing Google Wifi network?
  Simply follow the step-by-step instructions in the Google Home app.
• How can I access Google Wifi Support?

  Online Google Wifi support pages are located here. https://support.google.com/wifi/

  NZ Support line for Google Wifi 0800 700 643 (24 hours a day, 7 days a week)

  Request a chat with a Google Wifi specialist here. https://support.google.com/wifi/contactflow

Connecting your Android to your wireless network for the first time is a straightforward process.

Step-by-step guide

1. From your Home screen, open Apps and then Settings.
   
2. Under Wireless and Networks, make sure Wi-Fi is turned on. Then press Wi-Fi.
   
   
   
   
3. You may have to wait a moment as your Android device detects wireless networks in your area, and displays them in a list. To rescan for available networks at any time, select Scan.
   
   
4. Press the name of your network, and enter the password when requested.
   
   
5. Press Connect.
   
   

If you need further assistance, please speak with the supplier of your android device.

Connecting your iPhone to your wireless network for the first time is a straightforward process.

Step-by-step guide

1. From your Home screen, open Settings and then Wi-Fi.
    
2. Turn on Wi-Fi. Your device will then automatically search for any of the available Wi-Fi networks in your area.
   
3. Press the name of your network, and enter the password when requested.
   
   
4. Underneath the Wi-Fi heading on the right of the screen, you should see your wireless network with a blue tick. This means that you're connected!
   
   

If you need further assistance, please see the Apple Support site.

Learn about factory resetting a FRITZ!Box 7490.

Before you start: Resetting your modem to its factory settings will remove any changes that you have made. This means that you will need to reapply these adjustments once the modem has been reset. 

Method 1: Modem Interface

1. Connect to your Wi-Fi network or connect your device to your modem over ethernet.

2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.178.1, then press 'Enter' on your keyboard.

3. A box will then ask for a Username and Password. The username is normally created by you when you originally login to this page, otherwise try admin for the username and admin for the password.

4. Click 'System' from the left hand selection and choose 'Backup' from the options below.

5. Click 'Factory Settings' and then push the 'Loading the Factory Settings' button at the bottom. This will factory reset your modem.

Method 2: Calling Reset

1. Plug a phone device into either 'FON 1' or 'FON 2' ports of your modem. 

2. Dial the following numbers '#991*15901590*'. 

3. Wait for up to 30 seconds and your modem will begin to reset to its factory settings.

Learn about factory resetting a Netcomm NB604N modem. 

Before you start: Resetting your modem to its factory settings will remove any changes that you have made. This means that you will need to reapply these adjustments once the modem has been reset. 

Method 1: Reset button

1. While the modem is running, find the 'RESET' button on the back of your modem. 

2. Use a small pin or paperclip to press and hold the 'RESET' button for 5-10 seconds.

3. Release the button and your modem will begin to restart. Once your modem is back on, it has been factory reset.

Method 2: Modem Interface

1. Connect to your Wi-Fi network or connect your device to your modem over ethernet. 

2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.1.1, then press 'Enter' on your keyboard.

3. A box will appear requesting a Username and Password. Enter the details shown below:

Username: admin
Password: admin

If admin does not work as the password, please try the last 6 characters of your MAC address. This information is located on the bottom of your modem. 

4. Once logged in click 'Management' from the left hand selection and choose 'Settings' from the options below.

5. Choose 'Restore Default' from the options below.

6. Select 'Restore Default Settings' to complete the factory reset.

Learn about factory resetting a Netcomm NF4V modem. 

Before you start: Resetting your modem to its factory settings will remove any changes that you have made. This means that you will need to reapply these adjustments once the modem has been reset. 

Method 1: Reset button

1. While the modem is running, find the 'RESET' button on the back of your modem. 

2. Use a small pin or paperclip to press and hold the 'RESET' button for 5-10 seconds.

3. Release the button and your modem will begin to restart. Once your modem is back on, it has been factory reset.

Method 2: Modem Interface

1. Connect to your Wi-Fi network or connect your device to your modem over ethernet. 

2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.1.1, then press 'Enter' on your keyboard.

3. A box will appear requesting a Username and Password. Enter the details shown below:

Username: admin
Password: admin

If admin does not work as the password, please try the last 6 characters of your MAC address. This information is located on the bottom of your modem.

4. Once logged in click 'Management' from the left hand selection and choose 'Settings' from the options below.

5. Choose 'Restore Default' from the options below.

6. Select 'Restore Default Settings' to complete the factory reset.

This guide looks at exploring the Wi-Fi setup and troubleshooting steps to help boost your Wi-Fi reception for the Netcomm NF18 modem.

Wireless Setup Method

• How to setup my Wi-Fi and change my Wi-Fi password through My Account?
  1. Login to your Slingshot My Account. If you do not know your password, you can click the ‘Forgot Your Password’ link near the bottom of the page.

  2. Once you are logged in, select ‘My WiFi’ from the top.

  3. Enter your desired Wi-Fi network name in the 'Wireless Network Name' field and password in the 'Wireless Network Password' section. We recommend ensuring your password is 8 characters long with 1 capital letter and 1 number, to make it secure.

  4. Click 'Save Changes' and you will receive confirmation of the changes you have made.

  

• How to setup my Wi-Fi and change my Wi-Fi password through the modem interface?
  1. Connect the yellow Ethernet cable from one of the free LAN ports on your modem to the Ethernet plug on your computer.

  2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type 192.168.1.1 into the address bar, then press 'Enter' on your keyboard.

  3. A box will appear requesting a Username and Password. Enter the details below:

  1. Username: admin
  2. Password: last 6 characters of the MAC (all lower case). This information is located on the bottom of your modem.

  4. Navigate to 'Wireless' in the left-hand side.

  5. Select '2.4 GHz' on the left-hand side underneath Wireless. Ensure 'Enable Wireless' is ticked and enter your preferred Wi-Fi network name in the 'SSID' field. Click 'Apply/Save' to save your changes.

  

  6. Choose ‘Security’ under the ‘2.4GHz’ section. Enter your desired Wi-Fi password in the WPA/WAPI passphrase section and click ‘Apply/Save’. Ensure your password is secure and at least 8 characters long.

  

  7. Repeat steps 5 and 6 for the '5 GHz' frequency, ensure the Wi-Fi name (SSID) and password are identical to the '2.4 GHz' Wi-Fi. This will enable Wi-Fi Band Steering encouraging your smart devices to connect to the faster 5GHz Wi-Fi, and leave the 2.4GHz Wi-Fi less-crowded for those devices only supporting 2.4GHz frequencies. 

Troubleshooting your Wi-Fi

• What factors impact my Wi-Fi performance?
  Distance

  The closer you are to the wireless access point, the better it will perform. Wireless connectivity (Wi-Fi) has a limited range and can only reach so far. Other devices, household appliances and physical obstructions can also reduce Wi-Fi range.

  Number of users

  The more user connected to your Wi-Fi, the less wireless bandwidth there is available to each device. This can cause your Wi-Fi to slow down (even if you are connected to Ultra-Fast Fibre). Where possible, connect devices to the Ethernet to conserve Wi-Fi bandwidth for mobile devices.

  Interference

  There are many things that can interfere with the quality of your Wi-Fi signal. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for signal to pass by. Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also get in the way.

  Other Wi-Fi Networks

  Neighbours Wi-Fi is the most common cause of signal interference, especially if you live in an apartment with lots of other Wi-Fi access point around. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. You can reduce interference by selecting the best Wi-Fi channel.

  Device

  A recent, name-brand modem is highly likely to outperform a no-name branded one. It’s best to use a modern device, like our NF18 modem, which use the latest Wi-Fi technology. Older modems can limit the speed and quality of wireless signal.

  Position

  It is best to have your router placed up high and centralised in the home. A single modem positioned behind a desk won’t be able spread signal very far. For tips on router positioning, check out our modem positioning guide.

• I can't receive Wi-Fi reception in my bedroom?
  Wireless connectivity (Wi-Fi) has a limited range and can only stretch signal so far. The further you move away from your modem, the weaker the signal will become.

  A single wireless access point will struggle to reach every room, because of several factors such as the layout of your house, solid building materials, metal appliances and interference from other nearby Wi-Fi networks.

  

  Home Wi-Fi Solutions:

  A mesh network is the most comprehensive solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for $399 or $15 per month rental. Find out about Google Wifi.

• Where to position my modem for best Wi-Fi coverage?
  The most important factor effecting Wi-Fi performance in your home is modem placement. Re-positioning your Wi-Fi modem can make a huge difference to your internet experience.

  Tips to improve your Wi-Fi

  1. Don’t place your modem in a cupboard or patch panel as the walls can block your modem's Wi-Fi signal.
  2. Don’t keep your modem in a cupboard or patch panel as the walls can block your modem's signal.
  3. Make sure your modem is standing upright or is positioned the way it is intended – this allows Wi-Fi signals to transmit at their best.
  4. Keep it away from the kitchen - some appliances such as microwaves can interfere with the signal.

  
  Best places for your modem

  A good rule of thumb is to place your modem in the room where you will be using Wi-Fi the most. Ensure it’s in the best location for your Wi-Fi needs:

  1. If gaming is most important to you, your modem is best placed in the same room as your PC or gaming console and connected to the modem via an Ethernet cable.
  2. If streaming via TV is most important, place your modem near your TV.
  3. If Wi-Fi coverage in the home is most important to you (including streaming video in all parts of your home), place your modem in a central location or by your TV with an additional mesh Wi-Fi system.

  
• I’ve installed Fibre, but now I’m having Wi-Fi issues
  It’s likely the placement of your modem has moved and there is a greater distance for the Wi-Fi to travel to your living area or bedrooms. Your modem is probably sitting next to your ONT (the white Fibre box), which often isn't installed in a central location.

  The further you move away from your access point, the weaker the signal will become. This is because of obstructions like walls, home appliances and interference from other nearby networks.

  

This guide explores the Wi-Fi setup for the Netcomm NB604N modem. We have also presented an audio version of the instructions to assist you in your Wi-Fi Setup below.

Wireless Setup Method

• How to setup my Wi-Fi and change my Wi-Fi password?
  1. Firstly, connect your modem to your computer using an Ethernet cable as shown below. The Ethernet cable will go from one of the yellow LAN ports of the modem to the ethernet plug on your computer.

  

  2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.1.1, then press ‘Enter’ on your keyboard.

  

  3. A box will appear requesting a Username and Password. Try the details below:

  1. Username: admin
  2. Password: admin

  If admin does not work as the password, please try the last 6 characters of your MAC address. This information is located on the bottom of your modem.

  4. Once logged in click ‘Wireless'on the left.

  

  5. Ensure ‘Enable Wireless’ is ticked and enter your preferred Wi-Fi network name in the ‘SSID’ field. Click ‘Apply/Save’ to save your changes.

  

  6. Choose ‘Security’ under the ‘Wireless’ section. Select Network Authentication type as ‘WPA2-PSK’ and enter your desired Wi-Fi password in the WPA/WAPI passphrase section. Ensure your password is secure and at least 8 characters long. Click ‘Apply/Save’ to finish your Wi-Fi setup.

  

• Step by step video tutorial

Troubleshooting your Wi-Fi

• What factors impact my Wi-Fi performance?
  Distance

  The closer you are to the wireless access point, the better it will perform. Wireless connectivity (Wi-Fi) has a limited range and can only reach so far. Other devices, household appliances and physical obstructions can also reduce Wi-Fi range.

  Number of users

  The more user connected to your Wi-Fi, the less wireless bandwidth there is available to each device. This can cause your Wi-Fi to slow down (even if you are connected to Ultra-Fast Fibre). Where possible, connect devices to the Ethernet to conserve Wi-Fi bandwidth for mobile devices.

  Interference

  There are many things that can interfere with the quality of your Wi-Fi signal. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for signal to pass by. Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also get in the way.

  Other access points

  Neighbours Wi-Fi is the most common cause of signal interference, especially if you live in an apartment with lots of other Wi-Fi access point around. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. You can reduce interference by selecting the best Wi-Fi channel.

  Device

  A recent, name-brand modem is highly likely to outperform a no-name branded one. It’s best to use a modern device, like our NF18 modem, which use the latest Wi-Fi technology. Older modems can limit the speed and quality of wireless signal.

  Position

  It is best to have your router placed up high and centralised in the home. A single modem positioned behind a desk won’t be able spread signal very far. For tips on router positioning, check out our modem positioning guide.

• I can't receive Wi-Fi reception in my bedroom?
  Wireless connectivity (Wi-Fi) has a limited range and can only stretch signal so far. The further you move away from your modem, the weaker the signal will become.

  A single wireless access point will struggle to reach every room, because of several factors such as the layout of your house, solid building materials, metal appliances and interference from other nearby Wi-Fi networks.

  

  Home Wi-Fi Solutions:

  A mesh network is the most comprehensive solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for $399 or $15 per month rental. Find out about Google Wifi.

• Where to position my modem for best Wi-Fi coverage?
  The most important factor effecting Wi-Fi performance in your home is modem placement. Re-positioning your Wi-Fi modem can make a huge difference to your internet experience.

  Tips to improve your Wi-Fi

  1. Don’t place your modem in a cupboard or patch panel as the walls can block your modem's Wi-Fi signal.
  2. Don’t keep your modem in a cupboard or patch panel as the walls can block your modem's signal.
  3. Make sure your modem is standing upright or is positioned the way it is intended – this allows Wi-Fi signals to transmit at their best.
  4. Keep it away from the kitchen - some appliances such as microwaves can interfere with the signal.

  
  Best places for your modem

  A good rule of thumb is to place your modem in the room where you will be using Wi-Fi the most. Ensure it’s in the best location for your Wi-Fi needs:

  1. If gaming is most important to you, your modem is best placed in the same room as your PC or gaming console and connected to the modem via an Ethernet cable.
  2. If streaming via TV is most important, place your modem near your TV.
  3. If Wi-Fi coverage in the home is most important to you (including streaming video in all parts of your home), place your modem in a central location or by your TV with an additional mesh Wi-Fi system.

  
• How to select the best Wi-Fi channel?
  Manually selecting your Wi-Fi channel could improve wireless performance if you live in an apartment or suburb with lots of other Wi-Fi networks nearby.

  Your Slingshot wireless router is already quite smart and automatically changes the Wi-Fi channel to avoid interference from other networks. It’s generally better to leave your channel setting as 'AUTO' and let your modem do it's thing. However, as a last resort, if you are noticing that your signal is dropping often it is worth manually selecting the least congested channel.

  1. Download a Wi-Fi analyser to your device. 

  Go to the Google Play or Apple App store to download Wi-Fi analyser application to your mobile, tablet or computer device. You can learn more about Wi-Fi analyser here.

  2. Run the application and you can view other nearby wireless networks.

  

  In the above screenshot, you can see that there are several neighbouring Wi-Fi networks, concentrated around the 1,6 and 11 channels. These channels are crowded and are likely interfering with each other.

  3. Select the least congested channel for your modem

  Login to your modem by entering 192.168.1.1 into your browser address bar. 

  

  A box will appear requesting a Username and Password. Enter admin for the username and the last 6 characters of your MAC address as the password (this information is available on the bottom of your modem).

  4. Once you are logged into your modem. Select "Wireless" and choose "Advanced" from the options below. Choose "20Mhz" in the "Bandwidth" section and select the Wi-Fi channel determined to be best for you as per the WiFi Analyser application. 

  

This guide looks at exploring the modem Wi-Fi setup for the Netcomm NF4V modem. We have also presented an audio version of the instructions to assist you in your Wi-Fi Setup below.

Wireless Setup Method

• How to setup my Wi-Fi and change my Wi-Fi password?
  1. Firstly, connect your modem to your computer using an Ethernet cable as shown below. The Ethernet cable will go from one of the yellow LAN ports of the modem to the ethernet plug on your computer.

  

  2. Open your web browser (Internet Explorer, Google Chrome, Mozilla Firefox or Safari) and type in the address bar 192.168.1.1, then press ‘Enter’ on your keyboard.

  

  3. A box will appear requesting a Username and Password. Try the details below:

  1. Username: admin
  2. Password: last 6 characters of MAC address (this information is located on the bottom of your modem)

  4. Once logged in click ‘Wireless'on the left.

  

  5. Ensure ‘Enable Wireless’ is ticked and enter your preferred Wi-Fi network name in the ‘SSID’ field. Click ‘Apply/Save’ to save your changes.

  

  6. Choose ‘Security’ under the ‘Wireless’ section. Select Network Authentication type as ‘WPA2-PSK’ and enter your desired Wi-Fi password in the WPA/WAPI passphrase section. Ensure your password is secure and at least 8 characters long. Click ‘Apply/Save’ to finish your Wi-Fi setup.

  

• Step by step video tutorial

Troubleshooting your Wi-Fi

• What factors impact my Wi-Fi performance?
  Distance

  The closer you are to the wireless access point, the better it will perform. Wireless connectivity (Wi-Fi) has a limited range and can only reach so far. Other devices, household appliances and physical obstructions can also reduce Wi-Fi range.

  Number of users

  The more user connected to your Wi-Fi, the less wireless bandwidth there is available to each device. This can cause your Wi-Fi to slow down (even if you are connected to Ultra-Fast Fibre). Where possible, connect devices to the Ethernet to conserve Wi-Fi bandwidth for mobile devices.

  Interference

  There are many things that can interfere with the quality of your Wi-Fi signal. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for signal to pass by. Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also get in the way.

  Other Wi-Fi Networks

  Neighbours Wi-Fi is the most common cause of signal interference, especially if you live in an apartment with lots of other Wi-Fi access point around. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. You can reduce interference by selecting the best Wi-Fi channel.

  Device

  A recent, name-brand modem is highly likely to outperform a no-name branded one. It’s best to use a modern device, like our NF18 modem, which use the latest Wi-Fi technology. Older modems can limit the speed and quality of wireless signal.

  Position

  It is best to have your router placed up high and centralised in the home. A single modem positioned behind a desk won’t be able spread signal very far. For tips on router positioning, check out our modem positioning guide.

• I can't receive Wi-Fi reception in my bedroom?
  Wireless connectivity (Wi-Fi) has a limited range and can only stretch signal so far. The further you move away from your modem, the weaker the signal will become.

  A single wireless access point will struggle to reach every room, because of several factors such as the layout of your house, solid building materials, metal appliances and interference from other nearby Wi-Fi networks.

  

  Home Wi-Fi Solutions:

  A mesh network is the most comprehensive solution. Mesh networks work independently from your current modem and use multiple Wi-Fi points to spread a strong signal to every room. We offer Google Wifi (3-pack) mesh network for $399 or $15 per month rental. Find out about Google Wifi.

• Where to position my modem for best Wi-Fi coverage?
  The most important factor effecting Wi-Fi performance in your home is modem placement. Re-positioning your Wi-Fi modem can make a huge difference to your internet experience.

  Tips to improve your Wi-Fi

  1. Don’t place your modem in a cupboard or patch panel as the walls can block your modem's Wi-Fi signal.
  2. Don’t keep your modem in a cupboard or patch panel as the walls can block your modem's signal.
  3. Make sure your modem is standing upright or is positioned the way it is intended – this allows Wi-Fi signals to transmit at their best.
  4. Keep it away from the kitchen - some appliances such as microwaves can interfere with the signal.

  
  Best places for your modem

  A good rule of thumb is to place your modem in the room where you will be using Wi-Fi the most. Ensure it’s in the best location for your Wi-Fi needs:

  1. If gaming is most important to you, your modem is best placed in the same room as your PC or gaming console and connected to the modem via an Ethernet cable.
  2. If streaming via TV is most important, place your modem near your TV.
  3. If Wi-Fi coverage in the home is most important to you (including streaming video in all parts of your home), place your modem in a central location or by your TV with an additional mesh Wi-Fi system.

  
• How to select the best Wi-Fi channel?
  Manually selecting your Wi-Fi channel could improve wireless performance if you live in an apartment or suburb with lots of other Wi-Fi networks nearby.

  Your Slingshot wireless router is already quite smart and automatically changes the Wi-Fi channel to avoid interference from other networks. It’s generally better to leave your channel setting as 'AUTO' and let your modem do it's thing. However, as a last resort, if you are noticing that your signal is dropping often it is worth manually selecting the least congested channel.

  1. Download a Wi-Fi analyser to your device. 

  Go to the Google Play or Apple App store to download Wi-Fi analyser application to your mobile, tablet or computer device. You can learn more about Wi-Fi analyser here.

  2. Run the application and you can view other nearby wireless networks.

  

  In the above screenshot, you can see that there are several neighbouring Wi-Fi networks, concentrated around the 1,6 and 11 channels. These channels are crowded and are likely interfering with each other.

  3. Select the least congested channel for your modem

  Login to your modem by entering 192.168.1.1 into your browser address bar.

  

  A box will appear requesting a Username and Password. Enter admin for the username and the last 6 characters of your MAC address as the password (this information is available on the bottom of your modem).

  4. Once you are logged into your modem. Select "Wireless" and choose "Advanced" from the options below. Choose "20Mhz" in the "Bandwidth" section and select the Wi-Fi channel determined to be best for you as per the WiFi Analyser application.

  

To protect our customers from cyber attacks, we network block inbound traffic (TCP/UDP) associated with the following ports. If you have an onsite email server (business email server), NAS servers, Web server or remote admin access to router, then network port filtering may impact you. To resolve this, simply log onto My Slingshot and select ‘Settings’ from the right hand menu, then select ‘Off’ under Port filtering.

Network port filtering does not affect Wireless Broadband connections.

Note: Network port filtering will not impact your normal internet browsing, video streaming, gaming or email services.

How to check the network interface card and/or ethernet adapter speeds on your Windows computer?

1. Press Windows + R and type “cpl”. The command should work on various Windows OS versions.
   
   
2. Right Click on “Ethernet or Local Area Connection” and Click on “Status”
   

3. The Status window will show you the Speed of the Network Interface Card of your PC.

For examples –

A PC with a 100Mbps Network Card will show up only 100Mbps next to speed.

A PC with 1000Mbps or 1Gbps Network Card will show 1.0Gbps next to speed

If you have a 100mbps Ethernet Card/Network Interface Card on a Gigabyte connection, upgrade the card to 1Gbps or test speeds with another PC which has a Gigabyte Ethernet Card/Network Interface Card.

1. Make sure your Ethernet cable is plugged in, and verify that you are connected to the network in System Preference > Network.

2. Locate the Network Utility on your mac. It is in Applications > Utilities > Network Utility. Alternatively, search Network Utility in Spotlight Search.

3. In the Info tab, under Network Interface, use the drop-down menu to select the Ethernet.

4. You should be able to view network connection details including network addresses, and connection link speed.

If you have a 100mbps Ethernet Card/Network Interface Card on a Gigabyte connection, upgrade the card to 1Gbps or test speeds with another PC which has a Gigabyte Ethernet Card/Network Interface Card.

The team at Slingshot will ask you to perform a trace route when you’re experiencing issues resolving websites or experiencing slow speeds, the tool allows us to see the path the traffic is taking and the response time from each node, this helps us determine if the problem is within or outside of our control to fix.

Step 1: Bring up the command prompt.

WINDOWS

• Hold down your windows key on the keyboard and press the R key at the same time, type cmd into the run box and press enter.

Or

• Click on the Windows Start menu and type cmd and press enter

Step 2: Enter the command

Tracert www.example.com and press enter, you’ll see the tool work through each hop until completion.

You should see that the tracert should perform several “hops”. If the number of hops is above 4-5 then the tracert is outside of our network and there will be little certainty that we will be able to fix the fault.

Step 3: Copy the data

Windows 10 drag the cursor while holding down the left mouse button to highlight the text, once highlight, press the enter button on the keyboard to copy it. Open a new notepad document and right mouse button click to paste or press ctrl + v

Previous version of windows you will have to right mouse click and select mark or select all, once highlight pressing the enter key would copy the text.

Step 4: Save results to a notepad and attach them with any further technical comments to https://www.slingshot.co.nz/contact/contact

Here are some youtube.com searchs demonstrating the trace route function:

Windows 10

https://www.youtube.com/results?search_query=preforming+a+tracert+in+windows+10

Windows 8

https://www.youtube.com/results?search_query=preforming+a+tracert+in+windows+8

Windows 7

https://www.youtube.com/results?search_query=preforming+a+tracert+in+windows+7

MAC

https://www.youtube.com/results?search_query=preforming+a+tracert+in+MAC

Connecting your iPad to your wireless network for the first time is a straightforward process.

Step-by-step guide 

1. From your Home screen, open Settings.
    
2. In the top of the navigation menu, tap on Wi-Fi. Make sure the Wi-Fi is turned on.
   
3. A new screen will slide in from the right, showing a list of available wireless networks. Press the name of your network, and enter the password when requested.
   
   
   
   
4. Underneath the Wi-Fi heading on the right of the screen, you should see your wireless network with a blue tick. This means that you're connected!

If you need further assistance, please see the Apple Support site.

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 Internet provider. 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.

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. 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.

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 here or call us on 0800 89 2000, and let us know which steps you’ve already completed.

DNS Server Details

IPv4 address:
Preferred DNS Server: 202.180.64.10
Alternate DNS Server: 202.180.64.11

IPv6 address:
Preferred DNS Server: 2404:4400::1
Alternate DNS Server: 2404:4400::2 

Router/Modem: Netcomm NF18ACV (New GUI)

1. Login into your router to see how to do this.
2. Once you have log into your router click Internet.
3. For ADSL: Click DSL, for VDSL: VDSL10 or for Fibre: ETHWAN10.
4. Click More Options and manually enter in the IP addresses.
   
   

Router/Modem: Netcomm NB604N, NF4V, GF1v, NF18ACV (Old GUI)

1. Login into your router to see how to do this.
2. Once you have log into your router click
3. Advanced Setup
4. DNS
5. Select the below radio buttons and manually enter in the IP addresses.

Be sure not to make an error with the IP addresses else you may not be able to resolve web pages, if you make this change and noticed you’re unable to resolve web pages please double check you have entered the correct ones. Also, we recommend using our DNS to help resolve websites promptly, using other DNS may increase latency and therefore may increase load times of web pages.

The NF4v, GF1v, and NB604n may not have the option to configure IPv6 IP addresses but could become available as new firmware is released.

Router/Modem: Fritzbox 7490

• Log into the router – see here for how to do this
• Click on Internet
• Account information
• Click the DNS Server
• Enter 202.180.64.10 in Preferred and 202.180.64.11 in the Alternative
• Click apply.

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 at. 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).

What if I'm renovating or want it moved to another part of the house?

We understand a lot 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.

Apple recommends that you use channels that are available for use in your country. In New Zealand, these channels are 1-11 for a standard 2.4 Ghz wireless connection with the bandwidth setting of 20 Mhz.

For a 5 Ghz wireless connection it is best to leave the channel selection on your wireless router to Auto.

IPv4 (Internet Protocol Version 4) addresses are stored in an easy to read 32-bit format, making it easy to configure home networks and routers. For example 192.168.0.1 is a IPv4 address and so is 8.8.8.8

IPv6 is designed as a replacement for IPv4 as IPv4 only had a limited number of public address available. IPv6 is a 128-bit format that is written as a hexadecimal and can be written like 2001:4860:4860::8888 or 2001:4860:4860::8844.

IPv6 would only affect your public facing address for now as everyone is assigned a unique number when you go online.