Broadband Troubleshooting
Slow, dropping out, or offline? Work through these quick checks to get your Be Connect broadband back up to speed — most issues are sorted in just a few minutes.
Not sure if it is actually slow?
Run our free speed test to see exactly how fast you are connecting, then compare it to your plan.
Try these first
Four quick checks that fix the majority of broadband problems.
Restart your device
Turn WiFi off and on, or restart the device that is having trouble. Often that is all it takes.
Power-cycle your modem
Switch the modem off at the wall, wait 30 seconds, then switch it back on.
Check your cables
Make sure every cable is firmly seated — power, the ONT or DSL cable, and any Ethernet leads.
Give it 2 minutes
After a restart your connection can take a couple of minutes to come back. Then try again.
Find your issue
Pick the problem that sounds like yours for step-by-step fixes.
Nothing is online — no internet at all
- Check the lights on your modem (and the ONT on the wall if you are on fibre) — the power and internet lights should be solid, not red or off.
- Power-cycle the modem: off at the wall for 30 seconds, back on, then wait 2 minutes.
- Plug a device in by Ethernet to rule out WiFi.
- Check for a known outage on our Network Status page.
- Still nothing? Call our team on 0800 233 444.
It is slow on every device
- Run a speed test on a device connected by Ethernet, right next to the modem, with nothing else downloading.
- Restart the modem and test again.
- If the wired speed is good but WiFi is slow, it is a WiFi coverage issue — see the section below.
- Compare your result against your plan speed on our Speed Test page.
Only one device has a problem
- Restart the device, then forget the WiFi network and rejoin it.
- Check it is on your network — not a guest network or a neighbour’s.
- Move closer to the modem to test, and install any pending device updates.
WiFi drops out or will not reach parts of the house
- Move the modem to a central, open, elevated spot — away from thick walls, metal and other electronics.
- Keep it clear of microwaves, cordless phones and baby monitors, which can interfere.
- For larger homes, add a WiFi mesh or extender to widen coverage.
- Setting up your own router? See our BYO Modem guide.
Understanding your modem & ONT lights
- Power — solid means the unit is on.
- Fibre / Broadband / DSL — solid means the line is connected; flashing or red means it is syncing or has no signal.
- Internet / Online — solid means you are online; off or red means no internet.
- WiFi — solid or flashing means WiFi is on.
- If a light is red or off after a restart, note which one and call us on 0800 233 444.
Still stuck? We are here to help
Our NZ-based support team can look into it with you and get you back online.
