1. Vilo 6 Mesh router
   All new sign-ups will receive this router
2. Vilo 5 Mesh router
   Legacy Router - No longer supplied for new sign-ups
3. Mikrotik HAP AC2 router
   Legacy Router - No longer supplied for new sign-ups
4. Mikrotik HAP AC3 router
   Legacy Router - No longer supplied for new sign-ups

1. Check the antenna on the roof has not shifted position. High winds or physical damage can move it.
2. Check the cable from the outside antenna into your house has not been cut or bitten. Dogs like to chew the cable; especially under the house.
3. Check the twin white cable connection. The black cable from the outside antenna must go into the square end of the white twin cable. Ensure it is secure. The small blue light on the white twin cable should be bright - if not, ensure the power plug is plugged in and switched on.
4. Try rebooting the antenna by taking the power cable out of the twin white cable for 10 seconds, then reconnect and wait for it to power up again.

1. Check all cables are clicked in to their ports.
2. Check the router is plugged in and lights are showing.
3. Try rebooting the WiFi router by turning it off at the wall for 10 seconds and then powering up again.
4. You can bypass the WiFi router by taking the twin white cable out of the router and putting it straight into your computer. If this works then you have a WiFi router problem.



For Fibre connections: view our video Vilo 5 Mesh router setup video

1. Check all cables are clicked in to their ports
2. Check the router is plugged in and lights showing
3. Try rebooting the WiFi router by turning it off at the wall for 10 seconds and then powering up again.
4. You can bypass the WiFi router by taking the twin white cable out of the router and putting it straight into your computer. If this works then you have a WiFi router problem.

If a technician is called out and the issue is found to be outside of our responsibility, a call-out fee will apply. This may include, but is not limited to, problems such as damaged equipment or power supply issues. To avoid unnecessary fees, please follow the troubleshooting tips provided above before requesting a visit.

If you are using a WiFiConnect supplied router then our network team can change the WiFi password for you. Phone our technical helpdesk on 0800 114 973 or email support@wificonnect.co.nz to let them know what you want the password changed to.

Your internet is uncapped which means you can use as much data as you want, there is no limit.

Fair usage applies - This means the service must not be used in a way that is excessively heavy or unreasonable. This is to reflect typical usage and ensures all customers can enjoy a consistent experience.