From New Zealand Connections

This situation usually occurs when one changes providers. The first thing to do is to check your physical equipment.

This means the usual rules that apply with DSL still apply:

• Check your filters. Try replacing it.
• If you are using a splitter install, make sure you are using the 'data' or 'dsl' jackpoint.
• More than 3 active jackpoints can cause issues without a splitter.
• If in doubt, try the same jackpoint.

If you are satisfied that the physical set up is fine and was working previously, then check the modem set up. Note that this assumes that you have a working set up previously and that there are no issues with the line. If you are getting frequent disconnections, it may be a physical issue.

A very common thing is verify your modem set up:

• Turn off your modem and turn it back on.
• Check your username and password in your modem. Your old ISP login details WILL NOT work once the service has been transferred.
• Verify that the username and password are correct. Many ISP's have different formats.
• If you have an imported or a 'generic' firmware on your modem? If so you may need to set up the connection parameters for it.

Failing that, you'll need to contact your Internet provider as there can be many factors that could be at hand and not all of them are to do with your modem.

Back to Troubleshooting your Internet connection