My connection isn't working properly, what do I do?

If you are experiencing connection problems of any description please complete the following power restart procedure BEFORE contacting us.

• Check that all power and computer cables are correctly connected and pushed firmly into their sockets.
• Turn off the power supply to all Netspeed supplied equipment (external antenna's, modems, routers, phone ATA's, phones etc) for at least 1 minute.
• Turn the power to all units back on again. After restarting the equipment it may take up to 5 minutes before the connection is fully restored and working normally again.
• Restart your computer/s.

If these steps do not resolve your connection problems please phone us on 0800 NETSPEED (0800 638 773) for assistance, we will need to know information about what is happening, when it was happening (times and dates) and often other info like connection speed tests etc.

Please note that we can only assist with internet connectivity problems, if you are experiencing problems operating your computer please contact your local computer technician.

Warning!

Do not remove the Power or Ethernet plugs from the sockets in the devices unless you are sure that you can reconnect them again in the correct sequence.

Reconnecting a device incorrectly may result in loss of your internet connection, loss of functionality of the device or damage to the device.

Never press the reset button on any Netspeed supplied device unless specifically instructed to do so by a Netspeed technician.

Resetting a device may result in loss of your internet connection or loss of functionality of the device.

If we need to visit to reconfigure or replace reset or damaged devices our callout fee and the cost of any damaged devices that need to be replaced will be charged to your account accordingly.