Trouble Shooting Guide

Please go through all the available solutions in the trouble shooting guide before requesting a call out. Most issues can be resolved by following the instructions below.

Switch the router off at the wall for a full minute. Turn it back on after this. Let the router reboot, and then check to see if your internet is working.

It is also a good point to disconnect all unnecessary devices from the wi-fi system during this period.

Please note, this is not to be confused with “resetting” of the router, which could result in a complete loss of configuration and result in a call out fee of $99 + GST. Please do not reset the router at any stage.

After allowing 60 seconds for the router to boot on, which lights are visible? Take a photo of the front of the router to show which lights are visible if you aren’t sure.

Are the cables all plugged in properly in the injectors and router? It is a good idea to make sure they are firmly connected. Check the power to both POE injectors (small boxes) and see if each has a white light on.

E.g., During heavy wind and rain, it is possible for the antenna to be shifted. Storms and other similar systems can have effects on the antenna installed, so please keep this in mind during email communication.

The final check to make is to see if your ethernet cables still provide internet access. Connect your laptop or computer directly to your router with the supplied ethernet cable, and try access your internet services again. Not all devices may have an ethernet port, so please check your individual device manual.

If you get to the end of all of the steps and your internet is still not working, please contact us using the form below.

    Your data is always safe with us. We will only contact you in conjunction with your enquiry and your details are stored securely in the meantime. We do not work with third party marketing organisations.

    Frequently Asked Questions

    Here you will find a list of our most frequently asked questions.

    Wireless broadband works by using the same signal that your mobile phone uses to transmit and receive data. By using the same towers and satellites that power mobile networks, we can also give access to broadband to people who live in areas that do not have a hard-wire connection (a copper of fibre cable in the ground).

    These terms are interchangeable and mean the same thing, though it can sometimes cause confusion in the case of our unique BlueDoor plans that run off our own towers, rather than cellphone ones. It is the service of providing internet by way of a signal instead of a wire, in simplest terms.

    Head on over to our plans page and fill in the form and one of our team will be able to tell you what is available at your address. Between our range of services, we are able to cover a majority of New Zealand households with one plan or another.

    Wi-Fi refers to a wireless router that can connect multiple devices by being a “middle-man”. In this sense, you can have a WiFi signal in your house and still have no internet, as that router also requires an active internet connection to then send and receive external data. WiFi systems run for closed or local networks as well as for internet, such as CCTV, or to connect multiple office computers to a printer and/or other devices. Broadband is the term that refers to an active internet connection.

    Yes! You can. Using VOIP (voice over IP), you can have a phone line without needing a copper wire. This means you can ditch your standard copper phone, or have access to a normal phone line if you didn’t before, for an additional $20 + GST per month on any of our applicable plans*.

    *There is a one time porting fee of $15, and $50 for the VOIP unit itself. The VOIP plan includes free local and national calling.

    You don’t necessarily need a 3G or 4G reception to get fibre, as it is dependent on an underground network and not a cellphone tower one.

    This is our own unique and specialised network of towers setup around Auckland that service our customers directly, rather than using 4g towers. It allows us to offer a different set of plans that really tailor data and speeds to the individual.

    Rural Broadband Internet runs off the 4G towers that also provide reception to mobile phones and other devices. Using this system, internet can be provided in areas that do not have a hard-wired connection, allowing more customers to connect to the internet and manage their day to day lives from home.

    SIP (Landline Services) supplied by BlueDoor details the following:

    In the event of either a Network or Power Outage the SIP service will be impacted with the ability to not make or receive any calls including the ability to dial 111. This includes any SIP service with a VOIP Phone or an ATA with either a standard analogue phone or a Cordless Handset. We advise in any emergency when you cannot use your SIP service to dial 111 using your mobile phone. Alternatively, you can e-mail us at support@bluedoor.nz to report any SIP faults. If you have any concerns or wish to register and complaint about the SIP Service – you can e-mail info@bluedoor.nz. This information is detailed on our website.

    SIP (Landline Services) Vulnerable Customer:

    1. Which of the following categories most closely relates to the specific circumstance of the consumer that means that the consumer is (or will become) at particular risk of requiring the need to always be able to dial the 111 emergency service in case of a power or network outage (e.g., ventilator, breathing device, etc).
    2. Please detail the health or medical condition of the customer.
    3. Please provide any details on the safety or circumstance of the customers requirement to be able to access the 111 services.
    4. Please provide details of any disabilities.
    5. Please provide details on whether any of the above is a temporary or permanent position.

    1.1 If you have any concern or wish to make a complaint about our service or in regards to the 111 service please e-mail us at info@bluedoor.nz

    This includes a dispute between a consumer and a provider about their rights and obligations under the 111 Code which may be referred to an industry dispute resolution scheme by the customer or the provider.

    2.1 If you are not the customer who resides at the customer premises you may refer the dispute to an industry dispute resolution scheme on behalf of that consumer.

    3.1 A consumer may make a complaint to the Commission regarding the provider’s compliance with the Code, but the primary method for making a complaint is to refer a dispute to an industry dispute resolution scheme.