From New Zealand Connections

Sometimes you'll find that the modem appears to get ADSL sync, and you're able to ping the router - however you still not able to connect to the internet. Everything looks fine on the computer and it has been working fine up to this moment.

A lot of the time, this is caused by the modem not being able to connect.

This is most commonly experienced when:

• You've purchased a new broadband modem.

• You've just factory reset the broadband modem.

• Your friends have brought their modem, and they're with another internet provider.

Most of the time this means either:

• Your username or password is wrong or incorrect.

• Your account has been suspended.

• You're using a generic username. For instance Xtra routers appear to have user@xtrabb.oc.nz which will allow for online registration.

• Connection parameters on your modem are incorrect.

• Something on the network needs to be checked.

Steps:

1. Check to ensure that all the connection settings are correct. Because these differ from ISP to ISP, you'll need to find your ISP specific settings and match them up with your username.

2. If that fails - calling your ISP is recommended so they can do checks.

Back to Troubleshooting your Internet connection