My internet connection has gone down.

There can be a number of reasons but the most common are minor power outages or surges at your property. The first thing to do is to reset your POE power supply by switching it off at the power point for 30 seconds. It will take about 1 minute for the connection to come back online.

My internet connection is unstable and cuts in and out.

This is normally caused by a poor signal to your home and is sometimes noticed after a wind storm. Your wireless aerial may have been blown in the wind and may require realignment. Another common reason may be due to tree that have grown over time which are now blocking the signal to your aerial. Your trees may need to be trimmed to allow the wireless signal to your aerial. Note: Wireless broadband needs a clear line of sight from your home to our transmission towers.

My internet connection is running very slow

This can also be caused by a minor power outage. The first thing to do is to reset your POE power supply by switching it off at the power point for 30 seconds. If this doesn't resolve the problem check that your external aerial isn't being blocked by trees. In some cases during peak traffic usage (normally between 6 - 10pm and school holidays) you may notice a slight drop in speed. This is normal but if you notice that it is always slow then please contact us.

We often have power surges that affects my connection, can I fix this?

If you live in an area that is prone to power fluctuations then you can install a small UPS (Backup power supply) that plugs into your wireless equipment. This will protect your equipment from small power surges and provide a battery backup for a short period of time. A UPS can be purchased from most electronic stores. You need to check the model you purchase has a New Zealand socket to plug the wireless equipment into.

I have tried all of the above and it hasn't worked - what can I do now?

If you need further help, please either email us with a fault description or call us on 06 356 7111

How do I retrieve 'Voice Mail' messages?

Pick up your handset and dial *97. You will be asked to enter your password followed by the # key (Default password is 1234). Follow the voice prompts. We recommend you change your password as soon as possible as a security messure.

How do I divert my phone calls to another number?

Dial *72 and then wait for the dial tone
Enter number to divert to i.e. 06 123 4567
Wait for “high beep, high beep, low beep, low beep”
Hang up

To deactivate call diversion, dial *73

About Rural Wireless Ltd

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