Common Issues - Spark Smart Modem 3 Quick Start Manual

5. 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
Scan to check internet
Check and fix your internet
by scanning the QR code
using your mobile phone
camera or QR code reader
Possible reasons
Incorrect setup
•
Loose or disconnected cables
•
behind the modem
Network related issue outside the
•
house
Poor WiFi signal strength
•
Multiple users connected at the
•
same time
Poor WiFi signal strength
•
Network related issue outside the
•
house
Faulty or missing filter for
•
ADSL/VDSL
Poor WiFi signal strength
•
Issue with the device
•
There are already too many devices
•
connected to the WiFi
Need assistance?
If you are still having issues go
to spark.co.nz/help to chat or
book a call with us.
How to fix
Check the cables are
•
connected securely
Restart your modem
•
Use the Spark app to
•
check your internet
Restart your modem
•
If possible, use a wired
•
connection
If possible, relocate the modem
•
to a more centralised location
Restart your modem
•
Connect a filter to all jackpoints
•
in use if you are using
ADSL/VDSL
Restart your modem
•
Ensure the WiFi on the modem
•
is switched on
Restart your device
•
Check your WiFi username and
•
password
Download the app
14