Internet Outage: How to Check & What to Do

If your internet has suddenly stopped working, you aren’t alone. Whether you're working from home or mid-stream, a connection drop-out is frustrating. But before you spend 30 minutes on hold with customer support, there are a few quick checks that can solve the problem in seconds.

This guide will help you identify if there is a widespread outage in your area, diagnose your equipment, and get back online as quickly as possible.

Quick Checklist: Start Here

Before diving deeper, try these three "quick fixes":

1. The 30-Second Reset: Unplug your router from the wall, wait 30 seconds, and plug it back in.

2. Check the Fibre Box (ONT): Look for a red light on the small box on your wall.

3. Toggle WiFi: Turn WiFi off and back on on your phone or laptop.

Is It Actually an Outage or Just Your WiFi?

Sometimes the "internet" isn't down, but your device or router is having a "moment."

1. The 3-Device Rule 📱

Test the connection on at least three different devices (e.g., your phone, a laptop, and a tablet).

• If one device works but the others don't: The issue is likely with the specific device settings. You might want to check our guide on how to improve WiFi if your signal is consistently weak.

• If no devices work: The issue is likely your router or a network-wide outage.

2. Understanding Your Router & ONT Lights 💡

Your ONT (Optical Network Terminal) is the small white box usually fixed to your wall.

• Green/Flashing Green: Everything is normal.

• Red "Optical" Light: There is a break in the fibre signal coming into your house. This is usually a network fault; you will need to contact your provider.

• No Lights: Check the power cable. If it’s plugged in but dark, the power adapter may have failed. If you think your hardware is the problem, you can browse the best modems and routers available in NZ.

3. The Mobile Data Test 📶

Switch your phone to mobile data (turn off WiFi). If you can browse the web on your mobile data but not on your home WiFi, you’ve confirmed the issue is specific to your broadband connection. You can use this connection to check the average broadband speed in NZ to see if your connection has been degrading before it finally cut out.

How to Check for Outages in New Zealand

In New Zealand, the company you pay (your ISP) often doesn't own the physical cables in the ground. Most of the network is managed by Local Fibre Companies (LFCs).

Step 1: Check the Chorus Outage Map 🗺️

Chorus manages the vast majority of the fibre and copper network in NZ. Their map is the most accurate way to see if a digger has hit a cable in your street.

• Chorus Outage Map

Step 2: Check Your Regional Fibre Provider 📍

If you live in specific regions, your infrastructure might be managed by a different company. Outages can often be localized to major cities:

• Auckland: Check the Auckland broadband page for local updates.

• Wellington: Visit the Wellington broadband section.

• Christchurch: Enable Fibre Outages or check our Christchurch guide.

• Waikato & Hamilton: Tuatahi First Fibre Status or the Hamilton coverage map.

Step 3: Use DownDetector NZ 🔍

DownDetector NZ is a great "social" tool. It tracks user reports. If you see a massive spike in reports for your provider (like Spark or One NZ) in the last 10 minutes, it’s a confirmed outage.

Provider Status Pages (Direct Links)

If the infrastructure maps look clear, the issue might be with your specific provider's authentication servers. Here are direct links and helpful info for the major NZ providers:

What to Do During an Outage

1. Set Up a Mobile Hotspot 🌐

If you need to keep working, use your smartphone as a temporary router. If you find yourself doing this often, you might need a dedicated mobile plan with more data.

• iPhone: Settings > Personal Hotspot > Allow Others to Join.

• Android: Settings > Network & Internet > Hotspot & Tethering.

2. Reporting the Fault 📞

Even if you see the outage on a map, it is worth reporting it to your provider via their app or website. If your current provider is hard to reach, it might be time to learn how to switch internet providers.

3. Asking for Compensation 💰

Under the Consumer Guarantees Act, you are entitled to a service that is fit for purpose. While short outages are expected, significant downtime may qualify you for account credits or free data boosts.

Preventing Future Connection Issues

If you rely on the internet for gaming or work, consider these backup options:

• UPS for your ONT 🔋: A Small Uninterruptible Power Supply can keep your fibre box running during a power cut.

• Satellite Backup: For those in remote areas, our rural internet guide suggests Starlink NZ as a highly reliable secondary option.

• Compare More Reliable Options ⚖️: Not all providers have the same uptime records. You can compare the best broadband plans in New Zealand to find a provider with a better reputation for stability.

Frequently Asked Questions (FAQs)

Q: Why is the light red on my fibre box (ONT)?

A: A red light on the 'Optical' or 'LOS' (Loss of Signal) port means the box isn't receiving a light signal from the street. This is usually a physical fault with the line and requires a technician from your Local Fibre Company to investigate.

Q: Does my internet work during a power cut?

A: Usually, no. Even though the fibre network itself can work without power, your home router and ONT need electricity to function. A UPS battery backup can solve this by providing temporary power to your networking hardware.

Q: How do I get a credit for an outage?

A: Wait until the service is restored, then contact your provider's billing department. Mention the exact dates and times you were offline and ask for a pro-rata credit to be applied to your next bill.

Ready to find a more reliable plan? Compare the best NZ Broadband deals here at Broadband.co.nz

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