To check if there is an outage in your area, please click on your Network Provider below.
When your outage has been fixed, you will need to reset your modem to reconnect to the network.
For more information click here.
If your connection is slow, there may be too many devices using your broadband connection and there may be a better plan for your household usage.
For Wireless Connections: Make sure your router isn’t blocked by any large obstacles or located near a hot water cylinder, mirror or filing cabinet. You may also need to move the modem so that it is in a central location of the house or switch between your two Wifi connections (D-Link DVA-2800 & D-Link DVA-2800 5GHz).
For ADSL or VDSL connections: You may need to move the cables away from any appliances that may interfere such as microwaves or fridges. If Fibre is available in your area it might be worth upgrading. To do so, please contact us.
For more tips visit 'How to fix slow Wi-fi'
If your internet is not working, you may need to:
For more modem trouble shooting information please click here.
Alternatively, you can contact our Customer Care Team here.
To measure the speed of your broadband you can use a free independent website, such as www.speedtest.net
Before testing, make sure the Wifi on your modem is turned off and that no internet use is in process (Such as Netflix or downloads). You will need to make sure the device you are testing is plugged directly into your modem via the ethernet cable.
If you are not getting the desired result, please change the server to ensure it is not an issue with the remote server.
Your modem relies on electricity as a power supply so your broadband connection will not work if there is a power cut. It is a good idea to always have a fully charged mobile phone in case of emergencies.
On some specific devices, you may be able to connect without a password if the device has a 'WPS' (WiFi Protected Setup) button.
To connect to WiFi, simply press the respective WPS buttons on your D-Link modem and your device to instantly establish a secure connection.
There are many things you can do to help your Wi-Fi if you believe it is not performing as fast as it should be. We have outlined these below.
The more people using your Wi-Fi connection, the less wireless bandwidth there is available to each person’s device. This can often cause your Wi-Fi to slow down. We recommend that where possible you connect internet devices to the Ethernet so that the Wi-Fi bandwidth can be reserved for mobile devices.
For best performance, we recommend that you place your modem up high in a central area of your house. If the modem is at ground level and behind a desk or piece of furniture your signal may be affected.
The closer your devices are to the signal, the stronger your connection will be. This will result in better Wi-Fi performance.
We highly recommend you use the modem we supply to you with your plan. Our modems are one of the fastest on the market and provide better performance than many others.
Often home appliances such as Bluetooth speakers, microwaves, baby monitors and cordless phones can interfere with your Wi-Fi signal. Other barriers in your home that can cause Wi-Fi interference include hot water cylinders, walls or any obstacles that contain metal.
Your neighbours' Wi-Fi can often cause signal interference with your Wi-Fi. This is more common in apartment buildings where there are many access points. We highly recommend choosing a different Wi-Fi channel – this will be either 2.4Ghz or 5Ghz.
The further away from your modem you are, the more likely you are to experience a weaker WiFi signal.
Try positioning your modem in a central area of your house away from obstacles such as walls or other home appliances.
For more tips, check out ‘How do I fix my slow Wifi’
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