Common Issues - Spark 5G Smart Modem Quick Start Manual

4.3 Common issues

Issues
My internet has
stopped working
My internet is really slow
My internet keeps
dropping out
I cannot connect my
device to the WiFi
Need assistance?
If you are still having issues.
Go to spark.co.nz/help to chat or book a call.
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Possible reasons
• Incorrect setup
• Loose or disconnected
cables behind the modem
• Network related issue
outside the house
• S IM Card is not
inserted correctly
• Poor WiFi signal strength
• M ultiple users connected
at the same time
• Poor WiFi signal strength
• Network related issue
outside the house
• Poor WiFi signal strength
• Issue with the device
• E xceeds the maximum
number of devices on
connected on WiFi
How to fix
• Check the cables are
connected securely
• Restart your modem
• C heck that SIM card
is inserted correctly
and securely
• Restart your modem
• If possible, use a wired
connection
• If possible, relocate
the modem to a more
centralised location
• Restart your modem
• Restart your modem
• Ensure the WiFi on the
modem is switched on
• Restart your device
• Check your WiFi
username and password
Download the app
15/07/20 2:53 PM 15/07/20 2:53 PM