No Internet New Zealand: A Comprehensive Guide to Troubleshooting and Restoring Connectivity

Experiencing a "no internet" situation in New Zealand can range from a minor annoyance to a major disruption, especially in our highly connected digital economy. Whether you are dealing with a red light on your Chorus or Enable Optical Network Terminal (ONT), a total broadband blackout in your suburb, or a simple Wi-Fi glitch, the path to restoration starts with a systematic diagnostic process. This guide provides a deep dive into the most common causes of internet failure in the Kiwi market, from physical cable damage to ISP-level authentication errors, and offers actionable steps to get you back online. By understanding how to interpret modem lights, checking regional outage maps, and mastering the "Power Cycle" protocol, you can effectively manage downtime and determine exactly when it is time to call technical support from providers like Spark, One NZ, or 2degrees.

Initial Steps for Diagnosing "No Internet" in New Zealand

When you first lose connectivity, the priority is to identify whether the issue is internal (your device or router) or external (your ISP or the national infrastructure). In New Zealand, the majority of homes connect via fibre optics, which relies on a multi-stage hardware chain: the external line, the ONT on your wall, your modem/router, and finally your device. A quick way to test is to check multiple 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 facing a network-level problem.

• Check the "Rule of Three": Are the lights on your ONT and router on? Are multiple devices affected? Is there a red light anywhere?
• Verify Account Status: Ensure a missed bill hasn't led to a temporary restriction of services.
• Test Local Availability: Check if your neighbors are also experiencing a blackout, which points to a localized line fault.
• Inspect Physical Connections: In a country with curious pets and busy households, a loose Ethernet cable between the ONT and the router is a surprisingly common culprit.

Check the "Rule of Three": Are the lights on your ONT and router on? Are multiple devices affected? Is there a red light anywhere?

Verify Account Status: Ensure a missed bill hasn't led to a temporary restriction of services.

Test Local Availability: Check if your neighbors are also experiencing a blackout, which points to a localized line fault.

Inspect Physical Connections: In a country with curious pets and busy households, a loose Ethernet cable between the ONT and the router is a surprisingly common culprit.

The Role of the ONT vs. the Modem

The Optical Network Terminal (ONT) is the box fixed to your wall that brings the fibre into your home, while the modem/router distributes that signal. If the ONT has a red "LOS" (Loss of Signal) or "Alarm" light, the problem is with the physical fibre line or the exchange—something you cannot fix yourself. If the ONT lights are green but your router has a red or flashing "Internet" light, the hardware is connected but your ISP cannot authenticate your session. Knowing this distinction helps you skip generic advice and get straight to the root cause when calling support.

Technical Hardware Diagnostics: Interpreting the Lights

The status lights on your networking equipment are the first "technical report" you receive during an outage. In New Zealand, most fibre installations use hardware from Chorus, Enable, or Northpower. While different models vary, the standard logic remains consistent: green is good, flashing green is active, and red usually signifies a critical failure. Understanding these signals allows you to provide precise information to technical support, which can speed up the lodgment of a fault ticket.

Troubleshooting the "LOS" Red Light

If you see a red light on the "LOS" (Loss of Signal) indicator of your ONT, the optical signal from the exchange is not reaching your property. This is often caused by external factors such as a technician working on a nearby cabinet, a "third-party strike" where a digger accidentally cuts a buried cable, or a major infrastructure failure. In New Zealand, these faults must be reported to your retail service provider (ISP), who will then coordinate a repair with the Local Fibre Company (LFC) like Chorus.

Common Causes of Broadband Blackouts 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 during the early hours of the morning to minimize impact. Unplanned outages are the most disruptive and are often caused by accidental damage, power cuts to local cell sites, or seismic activity in regions like Christchurch or Wellington.

• Earthworks and Construction: Contractors accidentally severing fibre lines during roadworks or landscaping.
• Weather Events: Severe gales or flooding damaging overhead lines or flooding underground exchanges.
• Hardware Failure: Aging modems or ONT power adapters finally giving out after years of use.
• Network Congestion: Sudden spikes in traffic (e.g., major software updates or sports events) overwhelming local exchanges.

Earthworks and Construction: Contractors accidentally severing fibre lines during roadworks or landscaping.

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

Hardware Failure: Aging modems or ONT power adapters finally giving out after years of use.

Network Congestion: Sudden spikes in traffic (e.g., major software updates or sports events) overwhelming local exchanges.

Infrastructure Vulnerabilities and Undersea Cables

New Zealand’s internet is connected to the rest of the world via several major undersea cables, such as the Southern Cross and Hawaiki cables. While rare, a fault on these international links can result in "no internet" for international sites while local NZ sites continue to function perfectly. If you find that you can access ".nz" websites but cannot reach Google or Netflix, you may be witnessing a major international routing event.

The "Power Cycle" Protocol: The Gold Standard Fix

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

When to Use a Factory Reset

If a standard power cycle fails, you may consider a "factory reset" by pressing a recessed button on the back of your router with a pin. Be cautious: this wipes all custom settings, including your Wi-Fi name and password. In New Zealand, if you have a "BYO" (Bring Your Own) modem, a factory reset will also delete the technical settings required to talk to your ISP (like VLAN tags or PPPoE credentials), which you will need to re-enter manually.

Regional Outage Maps and Monitoring Tools

Before spending hours on hold with technical support, you should consult the real-time outage maps provided by New Zealand's infrastructure owners. These maps use data from the exchanges to show which streets or suburbs are currently affected by a known fault. If your address falls within a highlighted zone, your ISP is already aware of the problem and working to fix it.

• Chorus Outage Map: The definitive source for fixed-line fibre and copper faults across most of NZ.
• Enable (Christchurch): Dedicated fault map for the Greater Christchurch region.
• One NZ Network Status: Real-time map for mobile and broadband users.
• Spark Outage Checker: Interactive tool and map for Spark customers.

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

Enable (Christchurch): Dedicated fault map for the Greater Christchurch region.

One NZ Network Status: Real-time map for mobile and broadband users.

Spark Outage Checker: Interactive tool and map for Spark customers.

Leveraging Crowdsourced Data via Mobile Hotspot

During a total broadband blackout, your smartphone becomes your most important diagnostic tool. Sites like Downdetector NZ provide crowdsourced reports that often flag an outage before the ISP officially acknowledges it. If you see a spike in reports from your city (e.g., Auckland or Hamilton), it confirms that the problem is not isolated to your home. Using your phone as a "Personal Hotspot" can also keep you connected for essential tasks while you wait for the main line to be repaired.

Troubleshooting No Internet on a Single Device

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

The "DNS Flush" Technique

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

Wi-Fi Interference: The "Hidden" Cause of Outages

In many cases, there is nothing wrong with your internet line, but your Wi-Fi signal is being blocked or "jammed." This creates a situation where your device shows it is connected to Wi-Fi but has "no internet." Common household items in New Zealand homes—such as microwaves, baby monitors, and even large mirrors—can severely interfere with the 2.4GHz wireless frequency.

• Microwaves: These emit signals on the same frequency as Wi-Fi; if your internet drops whenever you heat food, this is the cause.
• Mirrors and Metal: Large reflective surfaces or metal cabinets block Wi-Fi signals like a wall.
• Neighbor Interference: In high-density areas like Auckland CBD, your neighbors' Wi-Fi can "drown out" your own signal.
• Placement: Modems should be "Out, Up, and Open"—not tucked inside a wooden cupboard or behind a TV.

Microwaves: These emit signals on the same frequency as Wi-Fi; if your internet drops whenever you heat food, this is the cause.

Mirrors and Metal: Large reflective surfaces or metal cabinets block Wi-Fi signals like a wall.

Neighbor Interference: In high-density areas like Auckland CBD, your neighbors' Wi-Fi can "drown out" your own signal.

Placement: Modems should be "Out, Up, and Open"—not tucked inside a wooden cupboard or behind a TV.

Switching Between 2.4GHz and 5GHz Bands

Most modern New Zealand routers offer two Wi-Fi bands. The 2.4GHz band has a longer range and penetrates walls better, but is prone to interference. The 5GHz band is much faster and less crowded but has a shorter range. If you are experiencing frequent drops, try switching to the other band. Often, simply moving to the 5GHz channel can resolve "no internet" issues caused by a congested local wireless environment.

ADSL and VDSL: Specific Troubleshooting for Copper Lines

While most of the country has moved to fibre, thousands of New Zealanders still rely on older copper ADSL or VDSL connections. These are far more sensitive to environmental factors and internal home wiring than fibre. If your "DSL" or "Link" light is flashing, it means the modem is trying but failing to find a signal on the phone line.

• Check the Splitter: A faulty ADSL filter/splitter is the leading cause of copper outages.
• Try Multiple Jackpoints: If you have multiple phone sockets in the house, test the modem in each one.
• Unplug Everything: Unplug all landline phones and faxes, as a faulty phone handset can "kill" the internet signal on the same line.
• Distance Matters: Copper speeds degrade with distance from the local exchange; a line that was working can fail if it becomes too degraded over time.

Check the Splitter: A faulty ADSL filter/splitter is the leading cause of copper outages.

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

Unplug Everything: Unplug all landline phones and faxes, as a faulty phone handset can "kill" the internet signal on the same line.

Distance Matters: Copper speeds degrade with distance from the local exchange; a line that was working can fail if it becomes too degraded over time.

The Impact of Internal Wiring

Older New Zealand homes often have complex internal phone wiring with multiple jackpoints. Every "joint" in this wiring can introduce noise and signal loss. For VDSL users, having a "Master Splitter" installed by a technician—which separates the internet signal right where it enters the house—is often the only way to stabilize a flaky copper connection.

Mobile and Wireless Broadband Failures

Mobile broadband (4G/5G) is a popular alternative for urban renters and rural Kiwis. Because this technology relies on cell towers, it has a unique set of troubleshooting requirements. If your wireless broadband has no internet, the problem is usually signal reception or cell tower congestion.

• Placement is Key: Move your modem near a window or to a higher floor to get a better line-of-sight to the nearest tower.
• Check Data Caps: Many wireless plans in NZ have data caps; if you hit your limit, your speed might be slowed to a crawl or cut off entirely.
• SIM Activation: If you are setting up a new service, ensure your SIM card has been activated by your provider.
• Weather Sensitivity: While rare, extreme rain can sometimes affect the signal quality of fixed wireless connections.

Placement is Key: Move your modem near a window or to a higher floor to get a better line-of-sight to the nearest tower.

Check Data Caps: Many wireless plans in NZ have data caps; if you hit your limit, your speed might be slowed to a crawl or cut off entirely.

SIM Activation: If you are setting up a new service, ensure your SIM card has been activated by your provider.

Weather Sensitivity: While rare, extreme rain can sometimes affect the signal quality of fixed wireless connections.

When to Call Your Internet Service Provider

If you have performed a 60-second power cycle, checked for red lights on the ONT, verified that no regional outage exists, and your internet is still out, it is time to call your ISP. In New Zealand, the customer service hours for most telcos are typically 8:00 AM to 7:00 PM on weekdays, though some offer 24/7 chat support. When you call, be prepared to tell them exactly which lights are on or off, as this allows them to "skip" the basic troubleshooting steps and escalate your fault more quickly.

• Have Account Info Ready: Your account number or the phone number associated with the plan.
• Incident Log: If the internet has been cutting out intermittently, note the exact times it happened.
• Technician Visits: If a technician is required, someone over the age of 18 usually needs to be home for them to access the property.
• Fault Credits: Don't forget to ask for a credit on your next bill if the outage lasts for more than 24 hours.

Have Account Info Ready: Your account number or the phone number associated with the plan.

Incident Log: If the internet has been cutting out intermittently, note the exact times it happened.

Technician Visits: If a technician is required, someone over the age of 18 usually needs to be home for them to access the property.

Fault Credits: Don't forget to ask for a credit on your next bill if the outage lasts for more than 24 hours.

The Role of the TDR (Telecommunications Dispute Resolution)

If you are experiencing persistent no internet and your ISP is failing to fix the problem or provide a reasonable timeline, you can contact the Telecommunications Dispute Resolution (TDR) service. This is a free, independent service for New Zealanders to help resolve disputes between consumers and their telcos. It is a powerful tool to ensure that Kiwi consumers are not left in the dark by unhelpful providers.

Preparing for Future Outages: Resilience Tips

The best time to deal with an internet outage is before it happens. Building resilience into your home network ensures that you are never completely cut off from the world. This is particularly important for those who work from home or rely on the internet for security systems.

• UPS Battery Backup: A small Uninterruptible Power Supply (UPS) can keep your ONT and modem running for several hours during a power cut.
• Mobile Failover: Ensure you have a mobile plan with a generous data allowance that you can use as a hotspot in emergencies.
• Keep Support Numbers Offline: Write down the technical support numbers for your ISP and have them in a physical location.
• Backup DNS: Configure your router to use Google DNS (8.8.8.8) or Cloudflare (1.1.1.1) to prevent outages caused by your ISP's own DNS servers failing.

UPS Battery Backup: A small Uninterruptible Power Supply (UPS) can keep your ONT and modem running for several hours during a power cut.

Mobile Failover: Ensure you have a mobile plan with a generous data allowance that you can use as a hotspot in emergencies.

Keep Support Numbers Offline: Write down the technical support numbers for your ISP and have them in a physical location.

Backup DNS: Configure your router to use Google DNS (8.8.8.8) or Cloudflare (1.1.1.1) to prevent outages caused by your ISP's own DNS servers failing.

Final Thoughts

A "no internet" event in New Zealand is a solvable problem that usually yields to a logical, step-by-step diagnostic approach. In a country that enjoys some of the best fibre infrastructure in the world, most downtime is either a temporary software glitch that a power cycle can fix, or a physical line issue that the LFCs will resolve within a few hours. By understanding the hardware, checking the official status maps, and managing local Wi-Fi interference, you can take control of your connectivity. Remember, if you see a red light on your ONT and there is no outage on the map, your ISP is your only path to restoration—so don't hesitate to make that call and get back to the digital world.

FAQ

What should I do first when my internet stops working? The most effective first step is to turn off both your modem and your fibre box (ONT) at the wall for 60 seconds before turning them back on.

Why is there a red light on my fibre box (ONT)? A red LOS or Alarm light indicates that your property is not receiving a signal from the exchange, likely due to an outage or a physical line break.

How can I check if there is an internet outage in my street? Visit the Chorus Outage Map (for most of NZ) or the Enable faults map (for Christchurch) and enter your address for real-time updates.

Why does my phone have Wi-Fi but "no internet"? This often means your device is connected to the router, but the router cannot talk to the ISP. Try restarting the router and checking for local outages.

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

Will my landline phone work during an internet 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 connects to the ONT and provides Wi-Fi to your home.

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 laptop or TV to your phone's Wi-Fi signal.

Why is my internet out whenever I use the microwave? Microwaves operate on the same 2.4GHz frequency as many Wi-Fi routers. Moving your router further away or switching to the 5GHz band usually fixes this.

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