Kiwi MobilePowerBroadbandAbout usSupport
Login
Broadband Troubleshooting
Join

Connection issues?

We do our best to make the Electric Kiwi broadband journey as simple as possible - but every now and then there's a bump in the road.

Here's some top tips to get your broadband connection back on track.

Outage check

First confirm if there is a fibre outage in your area:

Christchurch 
enable.net.nz/about-enable/our-network/network-outages

Hamilton, New Plymouth, Tauranga, Whanganui, Tokoroa, Hawera, Cambridge, and Te Awamutu ultrafastfibre.statuspage.io

Whangarei 
northpower.nz/fibre-outages

The rest of New Zealand/some parts of Christchurch
chorus.co.nz/optimise/internet-outages-map


No outages showing?

  1. Power off all devices that are connected to the internet, including your modem and the ONT.
  2. Leave the modem off for two minutes.
  3. Restart the modem, then once it comes back online, restart your other devices and try connecting to the internet.

Check the cables

If the previous steps don’t solve the issue, make sure all the cables are plugged in correctly and securely.

Check the ONT

If the Optical/PON light on your Optical Network Terminal (ONT) is red: Please check again for any outages before contacting our team for further assistance.

If the alarm/LOS light on your ONT is red: Please check again for any outages before contacting our team for further assistance.

Isolation Testing

To rule out your equipment or the physical setup of your home network as being the reason behind your loss of service, it is crucial to complete the steps outlined below. This will ensure that we are taking all the necessary precautions to avoid any technician call out charges.

  • Confirm that your modem is correctly and securely connected to your Fibre Optical Network Terminal (ONT).
  • Turn the power to your modem off and wait about 5 minutes before turning this back on. Firstly turn on your ONT and then turn on your modem. Test again to check if your loss of service has been resolved.
  • Test another Ethernet cable from your ONT to your modem. This is to ensure that the Ethernet cable you are currently utilising hasn't become faulty. The Ethernet cable goes from the WAN port of your modem to the GE1/LAN1 port of your ONT.
  • If LAN1 doesn’t work, you might be set up on LAN2, 3, or 4. Unsure? Drop us a line on Live Chat.

Troubleshooting FAQs

I'm able to connect, but my speeds are slower than I expected - what can I do?

Check out our broadband speeds page for more information on what might be slowing down your connection. If you're still not having any luck, feel free to reach out to the team on live chat. For stuff like gaming where latency is important, a wired ethernet connection is recommended for best results.

Is there a full instruction manual available online for my router?

If you'd like to get into the nitty gritty, the full guides for the routers we supply or have supplied previously can be found below:

- TP-Link HB410
- Orbi RBR350 
- Netcomm NF18

What do the lights on my Orbi modem mean?

Power Lights

  • No light: Your modem is not powered on. Try a different power point, or contact our team for a replacement.
  • Solid green light: The modem is powered on.
  • Solid amber light: The modem is rebooting.
  • Pulsing amber light: Reset your modem (and satellite, if you have one) to factory default settings.
  • Pulsing red light: There may be an issue—please contact our support team.

Ring Lights

  • No light: The modem is working normally (as long as the green power light is on).
  • Solid white light: The modem is powering up.
  • Pulsing white light: The modem is in factory default mode.
  • Pulsing magenta light: This could mean:
    1. The WAN port link is down
    2. The modem can't get an IP address from your ISP
    3. The modem can't connect to the internet
  • Pulsing red light: There may be an issue—please contact our support team.

If you’ve already power cycled your modem, please do a hard reset to factory default settings using the reset pinhole on the back.

How do I set up port forwarding?

If you have a server in your home network, you can allow certain types of incoming traffic to reach the server. For example, you might want to make a local web server, FTP server, or game server visible and available to the internet.

For Orbi, follow these steps after manually logging in.

  1. Select ADVANCED > Advanced Setup > Port Forwarding/Port Triggering.
  2. Leave the Port Forwarding radio button selected as the service type.
  3. In the Service Name menu, select the service name.
  4. For the ServerIP Address field, enter the IP address of the computer that will provide the service, then click the "add" button.
  5. Click the "add custom service" button. The Ports - Custom Services page will display.
  6. In the Protocol menu, select the protocol. If you are unsure, select TCP/UDP.
  7. In the External Port range field, enter the port numbers, and then the "add" button.

For TP-Link, follow these steps after manually logging in.

  1. Select Advanced > NAT Forwarding > Virtual Servers.
  2. Click the Add button to create a new rule.
  3. In the Service Name field, enter a name for the service.
  4. In the Internal IP field, enter the IP address of the device that will provide the service.
  5. In the External Port and Internal Port fields, enter the required port number(s).
  6. In the Protocol menu, select the protocol. If you are unsure, select TCP/UDP.
  7. Click Save to apply the rule.
How do I reset my router to default factory settings?

This can be done by following the steps below. Please note this will delete any personalized settings, such as your network name (SSID) and password.

Orbi

  1. Make sure your Orbi device is powered on.
  2. Using a paper clip or similar object, press and hold the Reset button until the Power LED on your Orbi device blinks amber.
  3. Your router will now be reset.

TP-Link HB410

  1. Ensure the device is plugged in and turned on.
  2. Locate the small Reset hole on the rear or bottom panel.
  3. Using a pin, paperclip, or similar tool, press and hold the button inside the hole for 10–15 seconds.
  4. Release the button when the lights blink, flash, or the system LED changes from slow-flash to quick-flash, indicating the device is restarting.
  5. Wait for the device to reboot and return to factory settings. Do not power off the device during this process.
How do I change my WiFi network name and password without using the app?

We recommend doing this via the app, but if you don’t have access to a mobile device or tablet, follow the steps below:

Orbi

  1. Launch a web browser from a computer that is connected to your Orbi network.
  2. Enter https://orbilogin.com. A login window will appear.
  3. Enter the user name and password. The user name is admin. The default password is password.
    The user name and password are case-sensitive.
  4. When the homepage appears, select "Wireless".
  5. To change the network name (SSID), type a new name in the Name (SSID) field.
  6. To change the password, type a new password in the Password (Network Key) field.
  7. Click Apply to save your settings.

TP-Link HB410

  1. Connect your computer or smartphone to the HB410 Wi-Fi network or connect using an Ethernet cable.
  2. Open a web browser and enter 192.168.0.1 or tplinkwifi.net in the address bar.
  3. Log in with your admin username and password. If you haven't changed them, check the sticker on the bottom of your router for the default login credentials.
  4. Go to the Wireless or Wi-Fi Settings tab.
  5. Change the Wireless Network Name (SSID) to your preferred name.
  6. Change the Password (Pre-shared Key).
  7. Click Save or Apply. You’ll need to reconnect all your devices using the new WiFi name and password.

Note: After these details are changed, you may need to reconnect other devices to your network.

Still having trouble?

If you have any issues getting your broadband up and running, feel free to get in touch with us on live chat.

Chat now