---
title: 🛠️ Kiwi VoIP – Help! My Broadband Isn’t Working
description: Broadband not working? Follow this step-by-step troubleshooting guide from Kiwi VoIP to check your router, ONT, lights, settings, and connection before contacting support.
---

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15 July 2025

# 🛠️ 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.

---

#### 🔄 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

---

#### 💡 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

---

#### 🔌 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

---

#### ⚙️ 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

---

#### 🧪 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](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.

---

#### 📞 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

---

#### 🧠 Glossary

| Term | Meaning |
| --- | --- |
| **ONT** | Optical Network Terminal – your fibre box |
| **RGW** | Residential Gateway – usually your router |
| **CPE** | Customer Premises Equipment – everything on your side |
| **xDSL** | ADSL or VDSL broadband over copper |
| **LFC** | Local Fibre Company (e.g. Chorus, Enable, Northpower, TFF) |
| **OLT** | Optical Line Termination – part of the fibre network core |

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