Troubleshooting
Choose a topic on the left and follow the steps to fix the issue.
Troubleshooting topics
No Internet
Follow the steps below to check your internet connection.
Step 1 — Check another device
Try using another phone, laptop or tablet connected to your home network to see if it can access the internet.
If you’re using a phone, turn off mobile data temporarily to make sure you’re testing your Wi-Fi connection.
If other devices are working normally, the issue is likely limited to the affected device. Try restarting it and reconnecting it to your network.
If none of your devices can access the internet, go to Step 2.
Step 2 — Check for an outage
Check whether there is a known network outage in your area. You can use mobile data to check if needed.
Check the official outage page for your local fibre network provider:
Chorus outages
https://www.chorus.co.nz/optimise/internet-outages-map
Tuatahi First Fibre (TFF) network status
https://ultrafastfibre.statuspage.io/
Enable network outages
https://www.enable.net.nz/about-enable/our-network/network-outages
If you’re unsure which fibre network provider serves your address, contact WorldNet for help. These links open in a new tab.
If there is a known outage, please follow the outage updates and check your connection again once the issue has been resolved.
If there is no known outage, go to Step 3.
Step 3 — Check your ONT
Check these three main indicators on your ONT (fibre box). The labels may vary by model.
Power / POWER: This light should be on. If it is off, make sure the ONT is connected to power and the wall socket is switched on. If it remains off, please contact us for assistance.
Optical / PON / GPON / LINK: This indicates the fibre connection. If it is off or does not settle into its normal connected state after startup, please contact us for assistance.
LAN / LAN 1–4 / GE / Ethernet: Check the indicator for the ONT port connected to your router. It may be steady or flashing. If it is off, check that the Ethernet cable is securely connected and your router is switched on. Keep using the same ONT port your service was connected to.
To restart the ONT, turn it off at the power socket, wait 10 minutes, then turn it back on. Allow a few minutes for it to reconnect. If the issue remains, please contact us for assistance.
Please do not press the Reset button or disconnect the fibre cable.
If the ONT appears to be working normally, go to Step 4.
Step 4 — Check your router
Make sure your router is powered on.
Check that the Ethernet cable connects the ONT port assigned to your internet service to the WAN/Internet port on your router. Make sure both ends of the cable are firmly connected.
If everything is connected correctly but you still have no internet connection, turn your router off at the power socket, wait 1 minute, then turn it back on. Allow 3–5 minutes for it to restart and reconnect.
Please do not press the Reset button.
If you still cannot access the internet, go to Step 5.
Step 5 — Test your connection directly through the ONT
This test helps us check whether the issue may be related to your router or home network.
Disconnect your router’s Ethernet cable from the ONT, then connect your PC or laptop directly to the same ONT port using an Ethernet cable.
Temporarily turn off Wi-Fi on your computer so the test uses the Ethernet connection. Keep your computer’s firewall enabled.
Wait a few minutes, then open a web browser and try visiting a few different websites.
If you can access the internet:
The issue may be related to your router or its settings. Reconnect your router to the same ONT port, then visit our Router Setup guide to find the instructions for your router and check its settings.
If you still cannot get online through your router, please contact us for assistance.
If you still cannot access the internet:
Reconnect your router to the same ONT port and contact us for further assistance.
After the test, turn your computer’s Wi-Fi back on if needed.
If you’re unable to carry out this test, please contact us—we’ll help you with the next steps.
If the issue continues, please contact us and include the following, if you can:
- A photo showing your PC or laptop directly connected to the ONT fibre box. Take this photo during the test, before reconnecting your router.
- A screenshot showing that the internet is not working during the direct ONT test.
Slow Internet Speed
Follow the steps below to check what may be slowing down your internet connection.
Step 1 — Check your Wi-Fi connection
If you are using Wi-Fi, move closer to your router and check the connection again.
Walls, distance and other wireless devices can affect Wi-Fi performance.
If possible, connect your PC or laptop directly to your router using an Ethernet cable. Temporarily turn off Wi-Fi on your computer and check whether the speed improves.
If the speed improves when connected by Ethernet, the issue is likely related to your Wi-Fi connection.
If the connection is still slow, go to Step 2.
Step 2 — Restart your router
Turn off your router at the power socket and wait 1 minute. Turn it back on and allow 3–5 minutes for it to restart and reconnect.
Please do not press the Reset button.
Once the router is back online, check your internet speed again.
If the issue continues, go to Step 3.
Step 3 — Perform an isolation test
This test helps us check whether your router or home network may be affecting your speed.
Before testing, pause any downloads, streaming and cloud backups. If you use a VPN, temporarily disconnect it if you’re able to.
Disconnect your router’s Ethernet cable from the ONT, then connect your PC or laptop directly to the same ONT port assigned to your internet service using an Ethernet cable.
Temporarily turn off Wi-Fi on your computer so the test uses the Ethernet connection. Keep your computer’s firewall enabled.
Wait a few minutes, then check whether you can open a website. If you cannot access the internet, reconnect your router to the same ONT port and contact us for assistance—you do not need to continue with the speed test.
Once connected, visit the Speedtest by Ookla website at speedtest.net.
Select Feenix Communications Limited as the server, then click Go.
If the speed improves when connected directly to the ONT:
The issue may be related to your router, its settings or your Wi-Fi connection. Reconnect your router to the same ONT port, then visit our Router Setup guide to find the instructions for your router and check its settings. If the issue continues, please contact us.
If the speed is still slow when connected directly to the ONT:
Reconnect your router to the same ONT port and contact us for further assistance.
After testing, make sure your router is reconnected to the same ONT port. Turn your computer’s Wi-Fi back on if needed, and reconnect your VPN if you disconnected it.
If you’re unable to carry out this test, please contact us—we’ll help you with the next steps.
If the issue continues, please contact us and include the following, if you can:
- A photo showing your PC or laptop directly connected to the ONT fibre box. Take this photo during the test, before reconnecting your router.
- A screenshot of your speed test result, including the selected server. Please also tell us when the test was taken.
Internet Keeps Disconnecting
Follow the steps below if your internet connection keeps dropping out and reconnecting.
Step 1 — Check which devices are affected
When the connection drops, check whether other devices on your home network also lose internet access.
If you’re using a phone, turn off mobile data temporarily to make sure you’re testing your Wi-Fi connection.
If only one device disconnects:
Try restarting that device and reconnecting it to your network.
If several devices disconnect, or the issue continues:
Go to Step 2.
Step 2 — Check whether the issue is Wi-Fi related
If you are using Wi-Fi, move closer to your router and check whether the connection becomes more stable.
If possible, connect your PC or laptop directly to your router using an Ethernet cable. Temporarily turn off Wi-Fi on your computer so it uses the cable connection.
Use the connection long enough to check whether the dropouts happen again.
If the wired connection stays stable but Wi-Fi devices keep disconnecting:
The issue is likely related to your Wi-Fi connection or coverage.
If the wired connection also disconnects, or you cannot carry out this test:
Go to Step 3.
Step 3 — Check your cables and power connections
Make sure the power cables for your ONT (fibre box) and router are securely connected and the wall sockets are switched on.
Check that the Ethernet cable connects the ONT port assigned to your internet service to the WAN/Internet port on your router. Make sure both ends are firmly connected.
If you have another Ethernet cable available, try replacing this cable to see whether the connection becomes more stable.
Keep your router in an open, well-ventilated area. Avoid covering it or placing it inside a closed cupboard.
Please do not disconnect the fibre cable or change the ONT port.
If the issue continues, go to Step 4.
Step 4 — Restart your router
Turn off your router and wait 30 seconds.
Turn it back on and allow a few minutes for it to reconnect.
Please do not press the Reset button.
Use your connection as normal and check whether the dropouts happen again. If you disabled Wi-Fi on your computer for testing, turn it back on when needed.
If the issue continues, go to Step 5.
Step 5 — Note what happens and contact us
If possible, check the ONT and router lights when the connection next drops, before restarting either device.
Please contact us and let us know:
- Approximately when the dropouts happen and how long they last.
- Whether all devices are affected or only some.
- Whether the issue happens over Wi-Fi, Ethernet, or both.
- Whether any ONT or router lights change colour, go out, or appear to restart.
- Whether the connection returns by itself or only after you restart the router.
- Which troubleshooting steps you have already tried.
A photo of the lights during a dropout may also help.
You do not need to have all this information before contacting us—share whatever you can, and our team will help with the next steps.
New Connection Not Working
If your new WorldNet connection is not working, check your equipment, cable connections and router settings using the steps below.
Step 1 — Check your ONT
Check these three main indicators on your ONT (fibre box). The labels may vary by model.
Power / POWER: This light should be on. If it is off, make sure the ONT is connected to power and the wall socket is switched on. If it remains off, please contact us for assistance.
Optical / PON / GPON / LINK: This indicates the fibre connection. If it is off or does not settle into its normal connected state after startup, please contact us for assistance.
LAN / LAN 1–4 / GE / Ethernet: Check the indicator for the ONT port connected to your router. It may be steady or flashing. If it is off, check that the Ethernet cable is securely connected and your router is switched on. Keep using the same ONT port your service was connected to.
To restart the ONT, turn it off at the power socket, wait 10 minutes, then turn it back on. Allow a few minutes for it to reconnect. If the issue remains, please contact us for assistance.
Please do not press the Reset button or disconnect the fibre cable.
If the ONT appears to be working normally, go to Step 2.
Step 2 — Check your cable connections
Make sure your router is powered on.
Check that an Ethernet cable connects the ONT port assigned to your WorldNet service to the WAN/Internet port on your router. Make sure both ends are firmly connected.
Use the ONT port specified in your WorldNet connection instructions. If you’re unsure which port to use, please contact us before changing it.
Please do not disconnect the fibre cable.
If everything is connected correctly, go to Step 3.
Step 3 — Restart your router
Turn your router off at the power socket, wait 1 minute, then turn it back on.
Allow 3–5 minutes for it to restart and reconnect, then connect your device to the router’s Wi-Fi or use an Ethernet cable and try opening a website.
If you’re using a phone, turn off mobile data temporarily to make sure you’re testing your WorldNet connection.
Please do not press the Reset button.
If you still cannot get online, go to Step 4.
Step 4 — Check your router settings
Your router needs the correct internet settings to connect to WorldNet. If you are using a router from a previous provider, it may still have that provider’s settings.
Open your router’s settings and find the Internet or WAN settings.
Use the following settings:
- Internet/WAN Type: Dynamic IP / Automatic IP / DHCP / IPoE
- VLAN: Disabled / OFF / Unticked
The names may vary depending on your router. Select the matching option available on your router, then save or apply your changes.
For instructions specific to your router, visit our Router Setup guide and find the instructions for your model.
Allow a few minutes for your router to connect, then try opening a website. If you’re using a phone, turn off mobile data temporarily to make sure you’re testing your WorldNet connection.
If you still cannot get online, go to Step 5.
Step 5 — Test your connection directly through the ONT
This test helps us check whether the issue may be related to your router or home network.
Disconnect your router’s Ethernet cable from the ONT, then connect your PC or laptop directly to the same ONT port assigned to your WorldNet service using an Ethernet cable.
Temporarily turn off Wi-Fi on your computer so the test uses the Ethernet connection. Keep your computer’s firewall enabled.
Wait a few minutes, then open a web browser and try visiting a few different websites.
If you can access the internet:
The issue may be related to your router or its settings. Reconnect your router to the same ONT port, then visit our Router Setup guide to find the instructions for your router and check its settings.
If you still cannot get online through your router, please contact us for assistance.
If you still cannot access the internet:
Reconnect your router to the same ONT port and contact us for further assistance.
After the test, turn your computer’s Wi-Fi back on if needed.
If you’re unable to carry out this test, please contact us—we’ll help you with the next steps.
If the issue continues, please contact us and include the following, if you can:
- A photo showing your PC or laptop directly connected to the ONT fibre box. Take this photo during the test, before reconnecting your router.
- A screenshot showing that the internet is not working during the direct ONT test.
Need more help?
Send us your question and our team will reply by email.