Internet Not Working New Zealand: A Comprehensive Guide to Troubleshooting and Restoration

Experiencing a situation where your internet is not working can be a significant disruption to both professional and personal life in New Zealand's digitally integrated society. Whether you are facing a total blackout, intermittent dropouts, or a red light on your Chorus or Enable fibre box (ONT), the path to restoration begins with a systematic diagnostic process that isolates the source of the fault. Currently, New Zealand’s broadband landscape is dominated by Ultra-Fast Broadband (UFB) fibre, which relies on a multi-stage hardware chain: the external line, the ONT on your wall, your retail service provider's (RSP) modem, and finally your device. By understanding how to interpret hardware signals, checking regional outage maps for providers like Spark, One NZ, or 2degrees, and mastering the "30-second power cycle" protocol, you can determine if the issue is a simple software glitch or a physical infrastructure failure requiring a technician. This guide provides a detailed framework for troubleshooting your connection, navigating the technical nuances of Kiwi hardware, and identifying when it is essential to escalate the issue to your ISP's technical support team.

Initial Steps for Diagnosing Internet Connectivity Issues

When your connection drops, the primary objective is to identify whether the issue is internal (your device or router) or external (the ISP or national infrastructure). In New Zealand, the majority of homes connect via fibre, which uses an Optical Network Terminal (ONT) fixed to the wall. A quick way to test the scope of the problem is the "Rule of Two": check at least two different devices. If your laptop has no internet but your smartphone works on the same Wi-Fi, the issue is device-specific. However, if every device in the house is offline, you are likely facing a hardware or network-level failure.

• Check ONT and Modem Lights: Look for red or flashing lights on the hardware boxes.
• Verify Account Status: Ensure a missed bill hasn't led to a temporary service restriction via your ISP app.
• Test Local Availability: Check if your neighbours' internet is also down, which indicates a localized line fault.
• Inspect Physical Cables: Ensure the blue or yellow Ethernet cable between the ONT and the router is clicked in firmly.

Check ONT and Modem Lights: Look for red or flashing lights on the hardware boxes.

Verify Account Status: Ensure a missed bill hasn't led to a temporary service restriction via your ISP app.

Test Local Availability: Check if your neighbours' internet is also down, which indicates a localized line fault.

Inspect Physical Cables: Ensure the blue or yellow Ethernet cable between the ONT and the router is clicked in firmly.

The Role of the ONT vs. the Modem-Router

The ONT is the white box installed by Chorus, Enable, or Northpower that brings the light signal into your home. The modem (or router) is the device supplied by your ISP (e.g., Spark Smart Modem) that distributes Wi-Fi. If the ONT has a red "LOS" (Loss of Signal) light, the problem is with the physical fibre line outside—something you cannot fix yourself. If the ONT lights are green but your router has a red "Internet" light, the hardware is connected but your ISP cannot authenticate your session.

Technical Hardware Diagnostics: Interpreting Status Lights

The status lights on your networking equipment are the first "technical report" you receive during an outage. In New Zealand, while different models vary, the standard logic remains consistent: green or blue is good, flashing indicates activity, and red signifies a critical failure. Understanding these signals allows you to provide precise information to technical support, which can significantly speed up the lodgement of a fault ticket with the LFC (Local Fibre Company).

Troubleshooting the "LOS" Red Light on NZ Fibre

If you see a red light on the "LOS" (Loss of Signal) indicator of your ONT, the optical signal from the local exchange is not reaching your property. This is frequently caused by external factors such as a "third-party strike" where a digger accidentally cuts a buried cable during roadworks, or a major exchange failure. In New Zealand, you must report this to your retail ISP (Spark, One NZ, etc.), who will then coordinate a repair with Chorus or Enable.

Common Causes of Internet Not Working in New Zealand

Broadband outages in New Zealand can be broadly categorized into "Planned" and "Unplanned" events. Planned outages are essential for network upgrades and typically occur between 11 PM and 6 AM to minimize impact. Unplanned outages are the most disruptive and are often caused by accidental damage, power cuts to local cell sites, or technical faults at the exchange.

• Construction and Earthworks: Accidental severing of fibre lines during suburban development.
• Weather Events: Severe gales or flooding damaging overhead lines or flooding underground infrastructure.
• Hardware Exhaustion: Aging modems or ONT power adapters failing after several years of continuous use.
• Network Throttling: Reaching a fair-use data cap on certain wireless or rural plans.

Construction and Earthworks: Accidental severing of fibre lines during suburban development.

Weather Events: Severe gales or flooding damaging overhead lines or flooding underground infrastructure.

Hardware Exhaustion: Aging modems or ONT power adapters failing after several years of continuous use.

Network Throttling: Reaching a fair-use data cap on certain wireless or rural plans.

Regional Infrastructure Vulnerabilities

New Zealand’s rugged geography creates unique "choke points" for internet infrastructure. In areas like Wellington or Christchurch, seismic activity or terrain-based construction can lead to more frequent localized outages. Furthermore, if you are on a Wireless Broadband plan (4G/5G), your connection is susceptible to "tower congestion"—where too many people in your neighborhood connect to the same tower simultaneously, causing your internet to "stop working" during peak evening hours.

The "Power Cycle" Protocol: The Most Effective Home Fix

Approximately 70% of "soft" internet outages in New Zealand can be resolved by a properly executed power cycle. This process clears temporary software bugs and refreshes the connection state with the local exchange. However, many users perform this too quickly; for the cycle to be effective, the hardware must be off long enough for the electrical capacitors to fully drain, ensuring a "cold boot".

When to Consider a Factory Reset

If a power cycle fails, a "factory reset" may be required. This is done by holding a pin in the recessed "Reset" hole on the back of the modem for 15 seconds. Warning: This wipes all custom settings, including your Wi-Fi name and password. For Spark or One NZ customers using a supplied modem, it will typically reconfigure itself automatically once back online.

Regional Outage Maps and Monitoring Tools for Kiwis

Before calling technical support, always consult the real-time outage maps provided by New Zealand's infrastructure owners. These maps use automated data from the exchanges to show which streets or suburbs are currently affected by a known fault. If your address is within a highlighted zone, your ISP is already aware, and you can save time by not calling them.

• Chorus Outage Map: The definitive source for fixed-line faults across most of NZ.
• Enable Outage Map: Dedicated real-time monitoring for the Greater Christchurch region.
• One NZ Network Status: Map covering mobile, wireless, and fixed broadband.
• Spark Outage Checker: Interactive tool for Spark customers to check their specific line.

Chorus Outage Map: The definitive source for fixed-line faults across most of NZ.

Enable Outage Map: Dedicated real-time monitoring for the Greater Christchurch region.

One NZ Network Status: Map covering mobile, wireless, and fixed broadband.

Spark Outage Checker: Interactive tool for Spark customers to check their specific line.

Leveraging Crowdsourced Data via Mobile Hotspot

If the official maps aren't updated yet, sites like Downdetector NZ provide crowdsourced reports that often flag an outage 15-30 minutes before the ISP acknowledges it. If you see a spike in reports from your city (e.g., Hamilton or Dunedin), it confirms the issue is regional. Use your phone as a "Personal Hotspot" to access these sites if your primary connection is completely dead.

Troubleshooting "Internet Not Working" on One Device

If the internet works on your phone but not your laptop, the problem is localized to that specific machine. This is often caused by a stalled Wi-Fi card, incorrect DNS settings, or your device being in "Airplane Mode". In New Zealand, many users find that a simple "Forget this Network" and re-entering the Wi-Fi password resolves the majority of these individual device glitches.

The "DNS Flush" Technique for PC Users

Sometimes your computer "remembers" a broken path to a website even after the internet has returned. This is fixed by a "DNS Flush". On Windows, open Command Prompt and type ipconfig /flushdns. This forces your device to ask the router for a fresh set of directions to the web, effectively bypassing "stale" connection data.

Wi-Fi Interference: The "Hidden" Outage Cause

In many New Zealand homes, there is nothing wrong with the internet line, but the Wi-Fi signal is being blocked or "jammed". This results in your device showing a Wi-Fi connection but having "no internet". Common household items—microwaves, baby monitors, and large mirrors—can severely interfere with the 2.4GHz frequency used by most older routers.

• Microwave Interference: If your internet stops working whenever you heat food, the microwave is "drowning out" the Wi-Fi.
• Physical Blockages: Large metal objects (fridges) or thick concrete walls act as shields.
• Modem Placement: Use the "Out, Up, and Open" rule—don't hide the modem in a cupboard.
• Channel Congestion: In high-density apartments, your neighbours' Wi-Fi can interfere; try switching to the 5GHz band.

Microwave Interference: If your internet stops working whenever you heat food, the microwave is "drowning out" the Wi-Fi.

Physical Blockages: Large metal objects (fridges) or thick concrete walls act as shields.

Modem Placement: Use the "Out, Up, and Open" rule—don't hide the modem in a cupboard.

Channel Congestion: In high-density apartments, your neighbours' Wi-Fi can interfere; try switching to the 5GHz band.

Optimising Your Wireless Environment

Most modern NZ routers are "Dual-Band". The 2.4GHz band has long range but slow speeds and high interference. The 5GHz band is much faster and less crowded but has a shorter range. If you are experiencing frequent "not working" periods, try moving closer to the router and switching to the 5GHz channel in your device settings.

ADSL and VDSL: Specific Fixes for Copper Lines

While fibre is the national standard, thousands of Kiwis still rely on older copper ADSL or VDSL lines. These are far more sensitive to environmental factors than fibre. If your "DSL" or "Link" light is flashing on your Spark or Mercury modem, it means the device is struggling to find a signal on the physical phone line.

• Faulty Splitter: A damaged ADSL filter/splitter is the leading cause of copper outages.
• Multiple Jackpoints: If you have multiple phone sockets, test the modem in each one.
• Internal Noise: Unplug all landline phones and fax machines to see if they are interfering with the signal.
• Distance Decay: Copper speeds degrade with distance from the local exchange; a degraded line can fail entirely during heavy rain.

Faulty Splitter: A damaged ADSL filter/splitter is the leading cause of copper outages.

Multiple Jackpoints: If you have multiple phone sockets, test the modem in each one.

Internal Noise: Unplug all landline phones and fax machines to see if they are interfering with the signal.

Distance Decay: Copper speeds degrade with distance from the local exchange; a degraded line can fail entirely during heavy rain.

The Move Away from Copper in NZ

Chorus is currently in the process of retiring the copper network in areas where fibre is available. If your copper internet is consistently "not working," it may be because the local infrastructure is no longer being maintained at the same level. Upgrading to fibre is usually free and provides a 10x boost in reliability, effectively eliminating these copper-specific headaches.

When to Call Your Internet Service Provider

If you have performed a 60-second power cycle, checked for red lights on the ONT, and verified that no regional outage exists on the map, it is time to call your ISP. In New Zealand, technical support hours for most providers are 8 AM to 8 PM on weekdays. When you call, tell the agent exactly which lights are on and what troubleshooting you have already done; this allows them to "skip" the basics and log a fault with Chorus or Enable immediately.

• Have Your Info Ready: Account number or the phone number linked to the broadband.
• Note the ONT Model: Tell the agent if it’s a Chorus or Enable box.
• Reporting Intermittent Faults: If the internet works only some of the time, keep a log of the dates and times it drops.
• Technician Access: If a technician needs to visit, someone over 18 must be home to grant access to the ONT.

Have Your Info Ready: Account number or the phone number linked to the broadband.

Note the ONT Model: Tell the agent if it’s a Chorus or Enable box.

Reporting Intermittent Faults: If the internet works only some of the time, keep a log of the dates and times it drops.

Technician Access: If a technician needs to visit, someone over 18 must be home to grant access to the ONT.

The Role of the TDR (Telecommunications Dispute Resolution)

If you are experiencing persistent "not working" issues and your ISP is failing to fix the problem or provide a credit, you can contact the Telecommunications Dispute Resolution (TDR) service. This is a free, independent service for New Zealanders to resolve disputes with their telcos. It is a powerful tool to ensure you aren't paying for a service that isn't being delivered.

Mobile Failover: Staying Connected When Fixed-Line Fails

For those who work from home, having a backup plan is essential. Most modern NZ modems from Spark and One NZ support "4G Failover"—where you plug a USB dongle into the router to stay online via the mobile network. Alternatively, every smartphone can act as a bridge to the internet via the "Personal Hotspot" feature.

• Personal Hotspot: Instantly shares your 4G/5G data with your laptop via Wi-Fi.
• USB Tethering: Connect your phone to your PC via cable for a more stable backup link.
• Check Data Caps: Hotspotting can consume several gigabytes per hour; ensure you have enough mobile data.
• Signal Strength: Place your phone near a window to get the best cellular signal while hotspotting.

Personal Hotspot: Instantly shares your 4G/5G data with your laptop via Wi-Fi.

USB Tethering: Connect your phone to your PC via cable for a more stable backup link.

Check Data Caps: Hotspotting can consume several gigabytes per hour; ensure you have enough mobile data.

Signal Strength: Place your phone near a window to get the best cellular signal while hotspotting.

Advanced Resilience with Mesh and UPS

For 100% uptime, many Kiwi home offices now use an Uninterruptible Power Supply (UPS). A small UPS can keep your fibre ONT and Wi-Fi router running for several hours during a local power cut. Since the fibre network itself often has backup power at the exchange, a UPS ensures your internet "stops working" only when the physical glass line is severed, rather than just because the lights went out.

Final Thoughts

A situation where your internet is not working in New Zealand is a solvable problem that usually yields to a logical, step-by-step approach. In a country with world-leading fibre infrastructure, most downtime is either a temporary software glitch that a 60-second power cycle will fix, or a physical line fault that your ISP can resolve with the help of Chorus or Enable. By understanding your hardware, checking official status maps, and managing local Wi-Fi interference, you can take control of your connectivity. Remember, if the "Optical" light is red, the fix is outside your home—so don't waste time on your settings and make that call to your provider to get back to the digital world.

FAQ

What is the first thing I should do if my internet stops working? Turn off both your modem and your fibre box (ONT) at the wall for 60 seconds before turning them back on; this fixes ~70% of common glitches.

Why is there a red light on my Chorus box (ONT)? A red LOS or Alarm light indicates that your house is not receiving a signal from the local exchange, likely due to a cable break or a major outage.

How do I check if there is an internet outage in my street? Visit the Chorus Outage Map or the Enable status page and enter your address for real-time fault updates in your area.

Why does my phone have Wi-Fi but says "No Internet"? This means your device is connected to the router, but the router cannot talk to the ISP. Try restarting both and checking for account restrictions.

Can I fix a broken fibre cable myself? No. Fibre cables use glass and light; any physical damage must be repaired by a professional technician using specialized equipment.

Will my phone work during a broadband outage? If you have a modern "Fibre Landline" (VoIP), it will not work during an internet outage or power cut unless you have a battery backup.

What is the difference between a modem and an ONT? The ONT is the wall-fixed box that receives the fibre signal; the modem is the device that provides Wi-Fi to your various home devices.

How do I use my phone as a backup for my home internet? Go to your phone settings and enable "Personal Hotspot." You can then connect your other devices to your phone's Wi-Fi signal.

Does bad weather affect fibre internet in NZ? Fibre is generally immune to weather, but severe flooding or gales can physically damage the poles or the exchanges that power the network.

Who should I call for a New Zealand internet outage? Always contact your retail service provider (e.g., Spark, One NZ, 2degrees) first, as they are your point of contact for all technical faults.