Spark Smart Modem 3 - Common issues

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5.3 Common issues
Issues
Possible reasons
How to fix
My internet has
stopped working
• Incorrect setup
• Loose or disconnected cables
behind the modem
• Network related issue outside the
house
• Check the cables are
connected securely
• Restart your modem
• Use the Spark app to
check your internet
My internet is really
slow
• Poor WiFi signal strength
• Multiple users connected at the
same time
• Restart your modem
• If possible, use a wired
connection
• If possible, relocate the modem
to a more centralised location
My internet keeps
dropping out
• Poor WiFi signal strength
• Network related issue outside the
house
• Faulty or missing filter for
ADSL/VDSL
• Restart your modem
• Connect a filter to all jackpoints
in use if you are using
ADSL/VDSL
I cannot connect my
device to the WiFi
• Poor WiFi signal strength
• Issue with the device
• There are already too many devices
connected to the WiFi
• Restart your modem
• Ensure the WiFi on the modem
is switched on
• Restart your device
• Check your WiFi username and
password
Scan to check internet
Check and fix your internet
by scanning the QR code
using your mobile phone
camera or QR code reader
Need assistance? Download the app
If you are still having issues go
to spark.co.nz/help to chat or
book a call with us.