Troubleshooting - Spark HG659b User Manual

4. TROUBLESHOOTING

PROBLEM
WAN light is off
Internet light is off
or I can't browse
the internet
I can't fi nd the WiFi
network name on my
mobile or tablet
The WLAN light on
my modem is off
My connection or WiFi
was working but it
keeps dropping
My WiFi is slow
If you've tried these fi xes and the problem persists visit spark.co.nz/help
or call Spark on 0800 225 598 (Consumer) or 0800 BUSINESS (2874 6377)
8
SPA0959 HG659b QSG v1.indd 8
POSSIBLE REASONS
ADSL, VDSL or Fibre
connection is not established.
There could be a problem with
the broadband equipment or
your line.
There is no access from your
modem to the internet – this
could be because:
Provisioning of your
•
service may not have
been completed.
There is a problem with the
•
broadband network.
Incorrect password
•
on your modem.
There is a problem
•
with your account.
The modem WiFi is turned off.
There could be a problem with
your line.
There could be a problem with
the WiFi drivers on the device
you are using. (e.g. computer
or laptop).
Many factors can affect WiFi
performance – such as:
Speed of internet connection.
•
Number and specifi cations
•
of WiFi devices connected.
Your home layout.
•
Location of modem.
•
Interference from other devices.
•
HOW TO FIX
Check the modem and relevant
coloured cables are connected.
Turn the modem off for 30 seconds
then on again (and wait 5 minutes for
connection to establish).
ADSL – If you have a landline, check
that it is working. If not you may have
a line fault and need to contact Spark.
Check the date Spark has advised that
your service will be connected.
Check you have waited 5 minutes
since plugging it all together.
Turn the modem off for 30 seconds
then on again (and wait 5 minutes for
connection to establish).
Check you have correctly input your
modem password, including upper or
lower case letters.
To turn WiFi on, press the
WLAN button on the side
of the modem for 2-3
seconds (until the light
comes on).
Turn the modem off for 30 seconds
and then on again (and wait 5 minutes
for the connection to establish).
Check your device manufacturer's
website for any updates to WiFi drivers.
Check out spark.co.nz/wifi athome for
more information on WiFi performance
and how to improve it.
29/05/15 9:20 am