CMIT Consulting

No Internet

Depending on your ISP and connection type, you may have one, two or even three connection devices:-

• ADSL/VDSL connections, you will generally have a single DSL Router, but in some specialised applications you may have a separate DSL Modem and Router.
• Fibre connections, you will have an ONT and then a Router.
• Satellite, Mobile, RBI or Wireless connections will likely have a single Router or Gateway device.

With an internal WiFi network, the WiFi Access Point may be integrated with the Router or a separate device.

Follow the suggestions below to determine whether the problem is local to you or remote. Where there are multiple connection devices, you need to go through the steps with each or if it's all too much hassle CMIT is happy to diagnose for you. Remote problems are generally handled by your ISP as part of your service contract, but local issues may not be, check with them for any additional costs that may be charged.

Symptom	Possible Cause
No lights on router	Check power, plug a light or other device into the power socket to prove it's working.
	Check power pack, if you have a multi-meter, check output voltage of the power pack. Maybe someone has plugged the wrong one in. The correct voltage is generally shown on the router, make sure you NEVER plug in a power pack of higher voltage, you'll generally destroy the router. If you have a lot of power packs, take time to put labels on them so they are always associated with the correct device. Even if the output voltage looks good, it can be worth trying another power pack of the correct voltage, sometimes a power pack will show correct output voltage, but be unable to supply sufficient current.
	If neither of the first two solutions fixed the problem, then the router is likely defective. If your router is provided by your ISP, you can generally get a replacement from them, but be careful, some ISPs extend your minimum contract period if you request a "free" replacement from them. CMIT can test your router and provide a replacement one, if required.
Some lights showing on router	Check the manual for which lights should be showing for your specific router, the most important is usually marked DSL or Internet. This shows whether the router is synchronised or not. If the light is flashing when it should be steady on, then the router is trying to sync, but failing. This could be a fault at Chorus, with your router or your internal wiring, it's hard to tell. If you call out Chorus and it's a fault with your router or wiring they'll charge you a minimum of $180, plus any additional time even if they are willing to work on your internal wiring. if you call out CMIT to check, it'll only cost you a minimum charge of $95 (plus you'll have the satisfaction of using a local West Coast business, rather than an Australian conglomerate!).
All lights showing correctly on router	This generally means that the router is correctly synchronised to Chorus, but there may be a failure between Chorus and your ISP or on your local network.
	Before calling your ISP check that it's not an issue with the specific device you're using or your internal network. Test with another device to prove whether it's a general problem or isolated to one device. If you are using WiFi to connect, if your device has an Ethernet socket, try a cabled connection. If it's not an isolated problem, try calling your ISP, but they may not be able to diagnose local issues with your internal network or devices. If all else fails, CMIT should be able to diagnose and resolve for you.
	Another cause can be misconfiguration of DNS or failure of the DNS server(s) you are using. DNS servers are normally setup automatically and will usually point to your ISP's DNS servers. However, not all ISPs' DNS are 100% reliable and it can often be better to use a public DNS such as Google, their servers are 8.8.8.8 and 8.8.4.4. To test whether DNS has failed, you need to use some CLI (Command Line Interface) commands. For MS Windows, press the "Windows" key and "R", this will pop up a "Run Command" box, type cmd then press Enter. At the CLI prompt type ping -n 5 8.8.8.8 if you get no response, you have a network issue. If you get a response, then the network is OK. At the CLI prompt type ping -n 5 www.tvnz.co.nz if you get an error, then there is likely a problem with DNS. If you can't fix for yourself, then CMIT is happy to help.

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