4.3 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
• SIM Card is not
inserted correctly
• Check the cables are
connected securely
• Restart your modem
• Check that SIM card
is inserted correctly
and securely
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
• Restart your modem
I cannot connect my
device to the WiFi
• Poor WiFi signal strength
• Issue with the device
• Exceeds the maximum
number of devices on
connected on WiFi
• Restart your modem
• Ensure the WiFi on the
modem is switched on
• Restart your device
• Check your WiFi
username and password
Need assistance?
If you are still having issues.
Go to spark.co.nz/help to chat or book a call.
Download the app
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