Welcome to our Fibre Troubleshooting guide. Before diving into specific issues, here are some crucial points to ensure you make the most of our help center.

Important Warning: Never factory-default your ONT or Modem/Router unless you are confident in reconfiguring it.

Before You Start: The Essentials

ONT (Optical Network Terminal): The wall-mounted box connecting to your router.

ROUTER/MODEM: The device linking to the ONT, providing internet access to your devices.

NFF (No Fault Found Fee): A fee, billed if a fault unrelated to the fibre network is found by the LFC.

LFC (Local Fibre Company): The company serving your fibre connection, such as Chorus, Enable Fibre, Ultrafast Fibre, or Unison.

Troubleshooting Steps:

  1. Disconnect and reconnect the power cable to your router for 30 seconds.
  2. Restart affected devices connected to the router.
  3. Check chorus.co.nz/outages for localized outages.

Speed Issues:

  • Occasionally, speed issues stem from router, Wi-Fi, or device-related bottlenecks.
  • If speed decreases during peak hours, it should not severely impact your connection.
  • Troubleshoot by unplugging the router for 30 seconds, turning off Wi-Fi, connecting a single cabled device, and running a speed test.

Connection Issues:

  • Verify connections between the ONT and router.
  • Ensure both ONT and router have power.
  • Confirm an illuminated LAN1 light on the ONT.
  • Disconnect power cables from ONT and router for 30 seconds, then reconnect.
  • Test connectivity after waiting up to ten minutes.

Wi-Fi Issues:

  1. Confirm fibre is not causing speed issues.
  2. Address Wi-Fi problems related to distance, interference, and device limitations.

Wi-Fi Factors to Consider:

  • Distance: Optimize router placement for better signal strength.
  • Interference: Identify and change the router channel for minimal interference.
  • Devices: Disconnect unnecessary devices; test with different devices.
  • 2.4Ghz vs. 5Ghz: Understand the differences and manage separate network names.
  • Mesh Networks: Explore options like AmpliFi Mesh Router for improved Wi-Fi coverage.

Raising a Fault:

After following troubleshooting steps, raise a fault if needed. Ensure you've checked our guides and for outages to avoid potential fees from the LFC.

Raise a Fault: 

Please note: Free-of-charge repairs are subject to the LFC's findings. Fees may apply if the fault is unrelated to the fibre connection.

This comprehensive guide aims to empower you with the knowledge needed to address common fibre-related issues. If further assistance is required, feel free to contact our support team.