WIZWireless Troubleshooting Guide

If you have slow or a complete loss of Broadband, please try the following troubleshooting steps. If you get stuck, please phone our office.

  1. Restart your computer, laptop or other device.
  2. Ensure your computer, laptop or other device has Wifi switched on.
  3. Restart your wireless router. Do not push reset. Examples of wireless routers we support are D-Link, Linksys, Mikrotik, Netgear and Tp-Link. The simplest way to do this is to disconnect the power (either at the wall socket or by pulling the power lead (usually a circular black lead) for 30 seconds, reconnect the power and then wait 3 minutes to see if you have internet connectivity. The power LED on your router should be lit, if not please check the power at the wall socket and ensure you’re using the correct power supply.
  4. Restart your outdoor radio. Do NOT push reset. It will normally be powered via an injector similar to the ones pictured below (some are black, some are white). The power LED on it should be lit. If the power LED is not lit, check the power cable is plugged in correctly and ensure there is power at the socket it is plugged into by testing with another suitable device such as a desk-lamp or phone charger. Check the outdoor cable is clicked in properly to the port labelled POE. If you have a loss of internet, please disconnect the power (either at the wall socket or by pulling out the black cloverleaf power lead for 30 seconds, reconnect the power and then wait 3 minutes to see if you have internet connectivity.

    If you repeatedly have to restart wireless routers or radios then please advise us and we shall investigate.

  5. If available, try a different computer, laptop or other device. If you are using a VPN, try disabling it.
  6. If possible, try connecting your computer, laptop or other device to your router via an ethernet (a.k.a. patch) cable.
  7. Check all network cables and power plugs are correctly plugged in to your router and outdoor radio’s power injector (A.K.A. POE “Brick”). Ensure the power injector’s LED is lit. We have a diagram with common customer equipment here. If you are still not sure you have everything plugged in correctly, then if possible please take photographs of the cables going into the POE injector and wireless router and email them to zn.ten.zibziw@troppus

    NOTE: On some installs, there is no power injector. Instead, the wireless router will power the outdoor radio. In these cases, the wireless router will have a red LED indicating the corresponding port.

  8. If you have wireless repeaters or powerline adapters, try temporarily switching them off to see if this makes a difference.
  9. If you have other wireless equipment (baby monitors, video senders, wireless weather-stations, cordless phones, microwave ovens and Sonos speakers) please temporarily switch them off to see if this makes a difference. If they do, please try increasing the distance between them and your wireless router (we recommend at least 1 metre) and contact our office as we can normally change the WiFi channel on your router.
  10. Disable WiFi direct on HP printers, guest mode on Google chrome-cast and smart TVs and other similar services.
  11. Ensure your WiFi devices haven’t got additional access points within range that they’re occasionally trying to connect to. Devices inadvertently trying to connect to a neighbour’s router, solar controller, hot spotted smartphone, Chromecast, WiFi printer etc are a source of many issues.
  12. Please ensure there is as little obstruction as possible between your wireless router and wireless devices. Obstructions that badly affect wireless signal are bodies of water (e.g. fish tanks, water cylinders) and metal (e.g. fridges, filing cabinets).
  13. If you can, connect the cable from the LAN port of the power injector directly to your computer or laptop. If you now have internet then the fault is with your wireless router or connecting to your wireless router.
  14. Phone our office on 06 370 9210 or email zn.ten.zibziw@troppus. If calling outside of working hours please leave a voicemail and one of our on-call technicians will review it as soon as they can.

If you are still having speed issues, please visit https://speedtest.net AND https://fast.com and run the test. If the results are not as expected, please let us know and we’ll investigate.

If the problems are happening just with certain websites or at certain times of the day, please advise.