5G Spark Smart Modem - How to troubleshoot slow internet

Determine number of devices experiencing disconnections

1. Turn it off and then on again. Test connecting to your WiFi network and see if problem continues.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

Troubleshooting single device

If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.

1. Turn it off and then on again.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

The troubleshooting steps differ depending on if you're testing with WiFi or the ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable. If possible, test both the WiFi and ethernet.

If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.

Comparing speed tests

To identify where the problem could be we recommend testing your speed on a device that is connected via WiFi and one that is connected via an ethernet cable. Compare both results to pinpoint the connection that is causing issues.

A few tips before starting the speed test:

• Close all apps.
• Only have one computer, tablet or mobile connected to the modem for each test.
• Select your nearest location. For example, Auckland, Wellington or Christchurch.
• Repeat the test a couple of times to get an average speed.

Doing a speed test

Click the link below and press GO. The application will test your internet speed.

• PING: measures the latency of your modem to your selected location. A lower number means quicker communication and faster browsing times.
• DOWNLOAD: the download speed in Mbps. A higher number means faster inbound traffic.
• UPLOAD: the upload speed in Mbps. A higher number means faster outbound traffic.
  

Run a speed test

Spark's diagnostic tool

To automatically test your connection and your home network, use the Check connection tools in the Spark app. Learn how to use Check connection

If you haven't registered for MySpark, you'll need to do this first. Register for MySpark

Check for a network outage

Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages

Check Spark plan

Check your Spark plan to make sure haven’t overused your monthly bandwidth, and are up to date with payments. Sign in to MySpark

Stop downloads or applications

Sometimes, when one device is downloading large files or running bandwidth heavy applications such as video streaming, the internet can be slow on other connected devices.

Check if your internet speeds improve after closing downloads and applications.

Clear browser cache and cookies

Some browser settings can greatly impact your internet speed. In general, we recommend keeping your browser up to date and regularly clear the browser cache and cookies.

See instructions for how to:

• Clear cache and cookies in Chrome
• Clear cache and cookies in Firefox
• Clear cache and cookies in Safari
• Clear cache and cookies in Internet Explorer

Check for viruses

Make sure you’re using up-to-date antivirus software. Viruses can slow your internet down. Learn more about staying safe online

Restart your modem

Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check the cables

It is important to check that the cables are plugged in properly. Ensure there are no loose connections.

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem

Hardware related issue

If you can use the internet okay over WiFi, but it's slow when using an ethernet cable, the problem may be caused by hardware. Contact our customer support team for how to fix this.

These steps will cover troubleshooting for no internet on devices that connect over WiFi. We recommend running through these steps if you do not have devices capable of ethernet connectivity.

Restart your modem

Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check you're connected to the correct WiFi network

If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double check that you’re looking for the right name – the default name and password are on the sticker on the bottom of your modem. If you have changed the network name or password but forget what they are, a factory reset will restore the default name and password. Learn how to factory reset your modem

Position of your modem

The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you're getting the most from your modem.

• Where possible, place your modem up high.
• Dense obstacles such as walls, floors, ceilings, hot water cylinders, aquariums etc. limit WiFi performance and range.
• Don’t place the modem near electronic devices such as microwave ovens, cordless phones or wireless transmitters like baby or room monitors – these can cause interference of your WiFi signal.
• Don’t place the modem in an enclosed space such as a cupboard, under or behind a desk or large item of furniture.
• If you want your WiFi coverage over a large area, try a WiFi extender or similar product.

Changing the WiFi channel

The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity. View our instructions on how to change your WiFi channel

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem