🛠️ Kiwi VoIP – Help! My Broadband Isn’t Working

✅ Step 1: Quick Checks

🔌 Power

• Make sure all devices (modem, router, ONT) are powered on.

• If something won’t power on, try another power outlet or replace the device.

📡 Service Status

• Check for outages or maintenance at:
  status.kiwivoip.co.nz

🔍 Run a Line Test (if available)

• If you have access to your Kiwi VoIP broadband portal, go to “Test Connection” under the broadband section to check the status of your ONT and router.

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🔄 Step 2: Restart Your Equipment

📱 One Device Having Issues?

• Restart the specific device first.

🌐 Multiple Devices Affected?

• Power off your ONT, router, and any switches.

• Leave them off for at least 10 seconds, then power them back on in this order:

  1. ONT

  2. Router

  3. Switches/devices

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💡 Step 3: Check the Lights

Indicator lights can tell you a lot about your connection.

Fibre (ONT):

• Green optical light: ✅ All good

• Red optical light: ❌ Likely fibre fault – contact support immediately

ADSL/VDSL (xDSL):

• DSL light solid: ✅ Connected

• DSL light flashing: ❌ Sync issue – log a fault

• DSL light off: Router may be misconfigured or faulty

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🔌 Step 4: Check Cables & Ports

• Make sure all cables are securely plugged in and undamaged

• Try swapping out the Ethernet cable if you have a spare

• Confirm the router’s WAN port is plugged into the correct port on the ONT

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⚙️ Step 5: Review Router Settings

• Has your router been reset?

• Confirm your router is configured for DHCP or PPPoE

• If your connection requires VLAN tagging (usually VLAN 10), make sure this is still enabled

• Refer to Router Setup Guide

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🧪 Step 6: Run Some Diagnostic Tests

📶 Ping Test

• Ping a website: ping kiwivoip.co.nz

• Ping an IP address: ping 8.8.8.8

🔍 Traceroute

• Run a traceroute to any site you're having trouble with and save the output.

🐢 Slow Internet?

• Run a speed test at:
  https://speed-tester.nzpbx.com

🔁 Try a Different Router

• If you have a spare router, try it to rule out hardware issues.

💻 Direct Connection Test (DHCP only)

• If your connection does not use VLAN tagging, plug a computer directly into the ONT.

• If an IP address is assigned and internet works, the issue may be with your router.

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📞 Step 7: Still Not Working? Contact Support

If you’ve followed the steps above and still have issues:

• Open a support case via your Kiwi VoIP customer portal or email

• Provide as much detail as possible:

  • What you’ve tested

  • What lights are showing

  • Any error messages

  • Speed test or ping results

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🧠 Glossary