Step 1: Remove all your equipment from the telephone sockets including
filters, faxes, Sky Digital decoders and telephone extension cords.
Step 2: Plug ONE standard telephone directly and securely into the
main telephone jack point (WITHOUT using the ADSL filter).
If you can now hear a dial tone and make phone calls, the fault is
likely to be with a filter, or one of the other devices you had plugged
in.
To test if an ADSL filter is faulty, plug it in between the jack point
and your telephone. If the problem reappears, you'll need to replace
the filter.
To test if one of your other devices is faulty, first plug in your
telephone and a filter. Then, using another jack point, plug in each
device plus a filter and try your telephone. If the problem reappears
then one of your other devices is causing the problem.
If you have tried all that, and there is still no dial tone, try another
phone in the same jack point. If you can now hear a dial tone or make
calls, your original phone was faulty.
If there is still no dial tone, it's likely there's a problem with
your telephone service. Please call Telecom on 120 if you are a residential
customer, or Telecom business on 126, to report the fault. If your Telecom
phoneline is billed on your Quicksilver Internet account, you should
report the phoneline fault to the Quicksilver helpdesk on 0508 QSILVER
(0508 774 583).
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Firstly, check whether any internet services are working. Try surfing
to a few different websites, and open your email to see if that is working.
If one thing is working, but not the other, it's probably not your Broadband
connection at fault. Contact our helpdesk on 0508 QSILVER (0508 774
583).
If no internet services are working at all, follow the list below to
troubleshoot your Broadband connection.
If your Broadband connection was working previously:
1) restart your modem/router first and try again. You should see the
lights flash for approx. 30 seconds after restarting it, as the modem/router
tries to connect. Your modem is successfully connected to the internet
when the "DSL" light stops flashing, and is on.
2) If restarting doesn't help, check your Broadband modem/router lights:
a) Is the power light on? (If no, check the Modem's power cable is
connected securely).
b) Check the USB or ethernet cable between your modem/router and your
computer is plugged in securely at both ends.
c) Is the "DSL" light on? (sometimes called the LINK light).
If it is off, restart the router. If it is flashing continuously for
longer than 60 seconds, then your modem/router cannot connect to the
internet. Check the phone cable connecting your modem/router to the
telephone jack is plugged in securely at both ends.
If this doesn't help, try picking up your telephone handset to see if
you can hear a dialtone. If you cannot hear a dialtone, there may be
a fault with your telephone line. Report the telephone line fault to
Telecom (or if you phoneline is invoiced to your Quicksilver account,
report this to the Quicksilver helpdesk).
If your DSL light is still flashing, but the phone dialtone is ok,
then there is a problem with just the Broadband connection. Report this
to the Quicksilver helpdesk on 0508 QSILVER (0508 774 583).
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If this is the first time you've tried to use your Broadband connection:
1) Check that the telephone cable connecting the modem/router to the
telephone jack is plugged in securely
2) Make sure you do NOT have an ADSL filter on the telephone line connecting
the modem/router to the telephone jack - ADSL filters should only be
used with telephones, not with the modem.
3) Ensure that the modem/router has power.
4) Try restarting the modem/router. You should see the lights flash
for approx. 30 seconds after restarting it, as the modem/router tries
to connect. Your modem is successfully connected to the internet when
the "DSL" light stops flashing, and is on.
5) Check your Broadband modem/router manual to ensure everything is
setup correctly. Check your username is entered correctly (for most
Broadband accounts this is username@quickfire.net.nz. For fullspeed
business ADSL this is username@quicksilver.net.nz), and your password
is entered correctly.
6)
a) Is the power light on? (If no, check the Modem's power cable is connected
securely).
b) Check the USB or ethernet cable between your modem/router and your
computer is plugged in securely at both ends.
c) Is the "DSL" light on? If it is off, restart the router.
If it is flashing continuously for longer than 60 seconds, then your
modem/router cannot connect to the internet. Check the phone cable connecting
your modem/router to the telephone jack is plugged in securely at both
ends.
If none of the above helps, report your problem to the Quicksilver
helpdesk on 0508 QSILVER (0508 774 583).
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