Having trouble with your Broadband Connection? Try these steps before opening a support ticket.
Step One: Perform Preliminary Checks
Power Status: Ensure all devices are powered on. If a device is not powering on, seek a replacement.
Service Outage: Check our status page for any outage notifications or planned work notices at https://status.2talk.co.nz/
Perform a Line Test: If you can access the broadband section of the 2talk web portal under the "Test Connection" tab, there is an option to perform a line test. This can check the status of the ONT and the RGW.
Step Two: Restart Your Equipment
Single Device: First, restart the device having issues connecting to the internet.
Multiple Devices: If you are experiencing connectivity issues with multiple devices, restart all Customer Premises Equipment (CPE), including the Optical Network Terminal (ONT), routers, and switches. For optimal results, power off each device for at least 10 seconds before turning them back on.
Step Three: Check Status Lights
If you have restarted your equipment and are still unable to connect to internet check the status lights on your equipment.
Indicator Lights:
- Fibre ONT: Check if the ONT optical light is green. If it's red, log a fault with us immediately. This suggests a problem with the physical fibre between the ONT and the LFC's OLT.
- xDSL: Check if the router/modem has DSL sync (Is the DSL light flashing, solid, or off?). If it's flashing, log a fault. If it's off, the router is not trying to get sync and may need replacing.
Step Four: Check Physical Connections
If your status light checks are fine next check your physical connections including cables.
Cables: Ensure all cables are securely connected and not damaged. If you have a spare Ethernet cable, swap this out.
Ports: Check that the correct ports are being used, e.g., the router's WAN port is connected to the provisioned port on the ONT.
Step Five: Confirm Router Settings
Router Settings: Confirm that the settings on the router have not been removed or reset. Ensure the router is set up to connect with DHCP or PPPoE and has the relevant VLAN settings if provisioned on the connection. See our settings page for details.
Step Six: Perform Diagnostic Tests
Ping Test: Perform a ping test to a Fully Qualified Domain Name (FQDN) like 2talk.co.nz. Does it respond? Perform a ping test to the IP address 27.111.14.65. Does it respond?
Traceroute: Run a traceroute to the site having issues and collect the results to share with support.
Slow Performance: Provide speed test results to local speed test servers, e.g. https://speed-tester.nzpbx.com/
Try Another Router: If another router is available we recommend trying it to rule out router issues.
DHCP with No Tagging: If the connection does not have VLAN tagging enabled (set when the connection was ordered), you can test the connection without a router by plugging a computer directly into the provisioned port on the ONT. An IP address should be allocated, and you should be able to access the internet.
Step Seven: Contact Support
If you continue to have issues after all your checks please contact our support team for assistance.
Contact Support: Reach out to our support team by opening a support case to report the issue.
Provide Details: Provide as much detail as possible from the troubleshooting steps above. Describe the issue being observed and provide examples.
Glossary of Abbreviations
- ONT: Optical Network Terminal
- RGW: Residential Gateway
- CPE: Customer Premises Equipment
- xDSL: ADSL or VDSL Copper Connections
- LFC: Local Fibre Company (e.g., Chorus, TFF, Enable, Northpower)
- OLT: Optical Line Termination