Essential Steps to Fix Your Connection: Resolving “My Internet is Not Working” in New Zealand

Summary: Dealing with a situation where your internet is not working in New Zealand requires a methodical approach to distinguish between a local hardware glitch and a regional network outage. This 2026 guide provides a comprehensive troubleshooting framework for Kiwi households, covering everything from interpreting Chorus ONT light signals to performing a professional-grade "power cycle" of your hardware. We explore the common causes of connectivity failure across Auckland, Wellington, and Christchurch, providing actionable insights into DNS configuration, Wi-Fi interference, and ISP-specific support tools. By following these steps, you can resolve the majority of connection issues without waiting in a long phone queue for technical support.

The Initial Triage: Identifying the Scope of the Failure

When you first realize that your internet is not working, the most critical step is determining whether the problem is limited to a single device or affects the entire property. In the New Zealand tech landscape of 2026, most homes utilize a combination of Ultra-Fast Broadband (UFB) and high-density Wi-Fi networks. If your smartphone can load a webpage but your laptop cannot, the issue is likely a localized software conflict or a "forgotten" Wi-Fi password on that specific machine. However, if every device in the house shows a "No Internet" notification, the fault lies further upstream—either with your router, the fibre box (ONT), or the provider's network itself.

• Check Multiple Devices: Attempt to connect using a phone, tablet, and laptop to rule out individual hardware failure.
• Verify Wi-Fi Status: Ensure the Wi-Fi symbol on your device is active and not showing a "Searching" or "Exclamation Mark" icon.
• Wired Connection Test: If possible, plug a computer directly into the router via an Ethernet cable to bypass Wi-Fi variables.
• Localised "Bridges": Ensure your device hasn't accidentally connected to a neighbor’s weak open network or a "public" hotspot.

Check Multiple Devices: Attempt to connect using a phone, tablet, and laptop to rule out individual hardware failure.

Verify Wi-Fi Status: Ensure the Wi-Fi symbol on your device is active and not showing a "Searching" or "Exclamation Mark" icon.

Wired Connection Test: If possible, plug a computer directly into the router via an Ethernet cable to bypass Wi-Fi variables.

Localised "Bridges": Ensure your device hasn't accidentally connected to a neighbor’s weak open network or a "public" hotspot.

Understanding "Internal" vs. "External" Faults

Before calling your ISP, use this summary to pinpoint where the breakdown is occurring.

Step 1: Performing a Professional Power Cycle

The most common solution for an internet is not working scenario is a systematic "Power Cycle." Many Kiwi users simply toggle the power switch, but a professional-grade reset requires a specific sequence to allow the network hardware to fully discharge and re-synchronize with the New Zealand fibre exchanges. This process clears the internal cache of your router and forces a fresh "handshake" with your Internet Service Provider (ISP), resolving approximately 70% of non-infrastructure-related connectivity issues.

The Correct NZ Restart Sequence

Turn off the power at the wall for both the Modem/Router and the ONT (Fibre Box).

Unplug the power cables from the back of both units and wait for at least 30 to 60 seconds.

Plug the ONT (the box on the wall) back in first and wait for the 'PON' or 'Optical' light to turn solid green (approx. 2 minutes).

Once the ONT is stable, plug in the Modem/Router and wait 3–5 minutes for all lights to settle.

Check your devices to see if the connection has been restored.

Step 2: Interpreting Chorus ONT Light Signals

If the restart fails to resolve the issue, the lights on your Optical Network Terminal (ONT) provide definitive evidence of where the fault lies. In 2026, most Auckland and Wellington properties are equipped with Chorus Type 100, 200, or 300 models. A red light on this box is the "smoking gun" of an internet is not working situation, indicating a physical loss of signal from the street-side fibre line. This is usually caused by a physical cable cut in your neighborhood or a failure at the local exchange, and cannot be fixed by the homeowner.

Decoding the Light Patterns

• Optical / PON (Red): Indicates a "Loss of Signal" (LOS); you must call your ISP to log a network fault.
• Optical / PON (Green/Flashing): Normal operation; the fibre line is healthy and data is being processed.
• ALARM (Red): The ONT hardware itself has failed; this requires a replacement from Chorus.
• LAN1 / GE1 (Off): The cable between your ONT and Router is loose or faulty; try a different Ethernet cable.
• UPDATE (Green/Orange): A software update is in progress; do not turn off the power during this time.

Optical / PON (Red): Indicates a "Loss of Signal" (LOS); you must call your ISP to log a network fault.

Optical / PON (Green/Flashing): Normal operation; the fibre line is healthy and data is being processed.

ALARM (Red): The ONT hardware itself has failed; this requires a replacement from Chorus.

LAN1 / GE1 (Off): The cable between your ONT and Router is loose or faulty; try a different Ethernet cable.

UPDATE (Green/Orange): A software update is in progress; do not turn off the power during this time.

Step 3: Checking Regional Outage Maps

Before spending time on deep technical fixes, check if your internet is not working due to a widespread infrastructure event. New Zealand's major network wholesalers (Chorus, Enable, Tuatahi) provide real-time maps that are updated every 10 minutes. In February 2026, planned maintenance in regions like Northland and the West Coast has caused brief interruptions, while unplanned outages near Auckland Airport have affected thousands of services. Accessing these maps via your mobile data (4G/5G) is the fastest way to confirm if the problem is out of your hands.

• Chorus Outages Map: The primary source for UFB fibre and copper issues across most of NZ.
• One NZ / Spark Status: Useful for checking if the issue is specific to your ISP's routing servers.
• Cell Tower Maintenance: Wireless Broadband users in Auckland should check for tower-specific upgrades in Mangere or Torbay.
• Social Media: Local Facebook community groups or Reddit NZ can often provide "boots-on-the-ground" confirmation of local outages.

Chorus Outages Map: The primary source for UFB fibre and copper issues across most of NZ.

One NZ / Spark Status: Useful for checking if the issue is specific to your ISP's routing servers.

Cell Tower Maintenance: Wireless Broadband users in Auckland should check for tower-specific upgrades in Mangere or Torbay.

Social Media: Local Facebook community groups or Reddit NZ can often provide "boots-on-the-ground" confirmation of local outages.

Step 4: Troubleshooting Wireless Interference and Range

If your internet is not working only in certain rooms, you are likely suffering from Wi-Fi interference rather than a total connection failure. Auckland's dense housing developments often lead to "channel congestion," where dozens of neighboring routers compete for the same radio frequencies. Furthermore, many Kiwi homes contain "signal killers" such as hot water cylinders, large mirrors, and brick fireplaces that absorb Wi-Fi waves. Professionals recommend the "Out, Up, and Open" rule: place your router in an open central location, elevated off the ground, and away from other electronics.

Eliminating Signal Obstacles

• Microwave Interference: Microwaves emit 2.4GHz waves that can temporarily crash your Wi-Fi when in use.
• Distance Barriers: Wi-Fi 5GHz is fast but struggles to penetrate more than one or two walls; use 2.4GHz for range.
• Structural Blocks: Mirrors and metal filing cabinets act as shields; ensure your router has a clear line of sight to high-use areas.
• Congested Channels: Use a Wi-Fi analyzer app to find an empty channel and manually set it in your router settings.

Microwave Interference: Microwaves emit 2.4GHz waves that can temporarily crash your Wi-Fi when in use.

Distance Barriers: Wi-Fi 5GHz is fast but struggles to penetrate more than one or two walls; use 2.4GHz for range.

Structural Blocks: Mirrors and metal filing cabinets act as shields; ensure your router has a clear line of sight to high-use areas.

Congested Channels: Use a Wi-Fi analyzer app to find an empty channel and manually set it in your router settings.

Step 5: Advanced Software and DNS Diagnostics

Sometimes, your hardware is fine, but your computer's "software stack" makes it seem like your internet is not working. Corrupted DNS settings or a malfunctioning DHCP client can prevent your browser from finding websites even when the physical connection is solid. For Windows users in 2026, running the built-in "Network Diagnostics" tool can often auto-repair these "logical" faults. Additionally, manually changing your DNS to a public provider like Google or Cloudflare can bypass ISP-level routing glitches that often occur during peak evening traffic.

• Flush DNS: Use the Command Prompt (ipconfig /flushdns) to clear out old, incorrect website data.
• Winsock Reset: A common "last resort" fix for Windows users to restore default network handling.
• Forget Network: "Forgetting" and re-adding your home Wi-Fi on your phone can fix authentication errors.
• Software Updates: Ensure your device isn't halfway through a major OS update that has temporarily disabled networking.

Flush DNS: Use the Command Prompt (ipconfig /flushdns) to clear out old, incorrect website data.

Winsock Reset: A common "last resort" fix for Windows users to restore default network handling.

Forget Network: "Forgetting" and re-adding your home Wi-Fi on your phone can fix authentication errors.

Software Updates: Ensure your device isn't halfway through a major OS update that has temporarily disabled networking.

Step 6: Using ISP-Specific Diagnostic Tools

Major New Zealand providers have invested heavily in app-based troubleshooting to resolve an internet is not working situation without requiring a phone call. The Spark app, for instance, includes a "Check Connection" tool that can run a diagnostic test from the exchange all the way to your modem. Similarly, One NZ and 2degrees offer guided self-checks that can identify if your plan has been suspended for non-payment or if your hardware is nearing its end-of-life.

Provider Support Channels for 2026

• Spark: Use the 'MySpark' online portal or the Spark app to run a "Modem Health" check.
• One NZ: Access the 'My One NZ' app to view real-time network status and report faults.
• 2degrees: Contact the 'Broadband Care' team specifically for fibre issues; they often request photos of your ONT lights.
• Contact Energy: Provides a 24-hour broadband helpdesk for customers with bundled utility plans.

Spark: Use the 'MySpark' online portal or the Spark app to run a "Modem Health" check.

One NZ: Access the 'My One NZ' app to view real-time network status and report faults.

2degrees: Contact the 'Broadband Care' team specifically for fibre issues; they often request photos of your ONT lights.

Contact Energy: Provides a 24-hour broadband helpdesk for customers with bundled utility plans.

Step 7: Managing Hardware Failures and Cable Damage

If you've performed all software resets and the internet is not working, you must inspect the physical cables. Pets (especially cats and puppies) often chew on the thin, fragile fibre optic patch cables that connect the ONT to your router. These cables cannot be taped back together; they contain glass filaments that must be perfectly aligned. Additionally, check your power adapters—Auckland's summer humidity can sometimes lead to thermal failure in older modem power bricks, which may look "on" but cannot provide enough current for the internal processor to function.

• Check for Kinks: Ensure no cables are bent at sharp angles or crushed under furniture.
• Port Verification: Ensure the Ethernet cable is in the 'WAN' or 'Internet' port, not a standard 'LAN' port.
• Audible "Click": Ethernet cables must make a clear clicking sound to ensure the copper pins are making contact.
• Replacement Parts: If you suspect a faulty cable, most local tech retailers (PB Tech, Noel Leeming) stock Cat6 replacements.

Check for Kinks: Ensure no cables are bent at sharp angles or crushed under furniture.

Port Verification: Ensure the Ethernet cable is in the 'WAN' or 'Internet' port, not a standard 'LAN' port.

Audible "Click": Ethernet cables must make a clear clicking sound to ensure the copper pins are making contact.

Replacement Parts: If you suspect a faulty cable, most local tech retailers (PB Tech, Noel Leeming) stock Cat6 replacements.

Step 8: Dealing with ISP Throttling and Suspension

Sometimes, the reason your internet is not working is administrative rather than technical. If you have exceeded a "Fair Use" cap on an older legacy plan, your ISP may have throttled your speed to a level that makes websites fail to load. More commonly, an missed payment can lead to an automatic service suspension. Before dismantling your hardware, log in to your ISP's billing portal to ensure your account is in good standing. In 2026, many providers also implement "service restrictions" for accounts flagged for copyright infringement or network security risks.

Step 9: Planning for Future Network Resilience

If you find yourself frequently saying "my internet is not working," it may be time to future-proof your home. In 2026, many NZ professionals are moving toward "dual-WAN" setups, where a secondary 4G/5G wireless modem automatically takes over if the primary fibre line fails. Additionally, investing in a high-quality "Mesh" Wi-Fi system can eliminate the range issues that are often mistaken for total internet outages in larger or multi-story homes.

Resilience Checklist for NZ Homes

• Uninterruptible Power Supply (UPS): Keeps your ONT and Router running during a local power cut.
• Modern Hardware: If your router is more than 4 years old, it likely lacks the processing power for modern fibre speeds.
• Wired Backhaul: If possible, hardwire your PC or TV to the router to reduce reliance on crowded Wi-Fi airwaves.
• 5G Backup: Keep a "hotspot-capable" mobile plan as a secondary safety net for work-from-home days.

Uninterruptible Power Supply (UPS): Keeps your ONT and Router running during a local power cut.

Modern Hardware: If your router is more than 4 years old, it likely lacks the processing power for modern fibre speeds.

Wired Backhaul: If possible, hardwire your PC or TV to the router to reduce reliance on crowded Wi-Fi airwaves.

5G Backup: Keep a "hotspot-capable" mobile plan as a secondary safety net for work-from-home days.

Final Thoughts

A situation where your internet is not working is always a disruption, but it is rarely a mystery. By systematically checking your Chorus ONT lights, power cycling your hardware in the correct sequence, and monitoring regional outage maps, you can accurately diagnose 95% of connectivity faults. As New Zealand's infrastructure continues to evolve in 2026 with the retirement of 3G and the expansion of Hyperfibre, maintaining your "home network hygiene" is the best defense against unexpected downtime. For more historical and technical context on our local network, you can visit the Internet in New Zealand Wiki page.

FAQ

Why is my internet not working even though the router lights are green? This usually indicates a "logical" fault, such as a DNS issue or an ISP-level routing failure. Try restarting your computer or changing your DNS settings to 1.1.1.1.

What does the red light on my fibre box (ONT) mean? A red 'LOS' or 'Alarm' light means there is a physical problem with the fibre connection from the street. You must contact your ISP to arrange a Chorus technician.

How do I check for a Spark outage in Auckland? Open the Spark app and use the 'Check Connection' tool, or visit the Spark Network Status page for real-time updates on local outages.

Can a microwave really stop my internet from working? Yes, older microwaves leak 2.4GHz interference which can temporarily kill Wi-Fi signals for devices nearby while the microwave is running.

Why is my internet not working on only one device? This is likely a device-specific issue. Try "forgetting" the Wi-Fi network and re-connecting, or restarting the affected device.

Is there an outage map for Chorus fibre? Yes, the Chorus Outages Map is updated every 10 minutes and provides a granular view of faults across the entire country.

How long should I wait after a power cycle? Wait at least 30-60 seconds before turning power back on, and then allow 5 minutes for all hardware to fully re-synchronize.

What is the "GE1" port on the fibre box? GE1 (Gigabit Ethernet 1) is the standard port where your modem's WAN cable should be plugged in for most NZ fibre connections.

Do I need a new router if my internet keeps dropping? If you have to restart your router daily to make it work, it is likely failing and needs to be replaced with a modern model.

Can weather affect my fibre internet connection? Fibre optic cables are generally immune to weather, but severe flooding or wind can occasionally damage the physical infrastructure or power lines.