Test your WiFi connection with One NZ's Wifi Help
If you're having trouble with your WiFi connection, you can use our app Wifi Help to check what might be wrong. Wifi Help is designed to assist in resolving speed issues, video buffering, WiFi coverage issues and any WiFi network congestion.
You'll need to download the Wifi Help app via the App store. Then we'll be able to connect with your modem and find out what the issue is.
If you’re using SuperWifi or a TP-Link Deco modem, check out our SuperWifi Help page instead.
To identify what modem you have please check our modem support page.
If you haven't downloaded the Wifi Help app, you'll need to do that first.
You'll need to download the Wifi Help app via the App store. Then we'll be able to connect with your modem and find out what the issue is.
If you’re using SuperWifi or a TP-Link Deco modem, check out our SuperWifi Help page instead.
To identify what modem you have please check our modem support page.
If you haven't downloaded the Wifi Help app, you'll need to do that first.
Instructions
If you're having trouble with your WiFi connection to the internet, you can use our app Wifi Help to check what's wrong. This tool is designed to assist in resolving speed issues, videos buffering, WiFi coverage issues and WiFi network congestion.
1. Download the free Wifi Help app on your device from the App Store or Google Play Store.
2. Once installed open the app and click Begin.
3. Select Network Scan to start the diagnosis.
4. From there, you will be guided through recommended troubleshooting steps needed to resolve your connection issues.
Frequently Asked Questions
What if the Wifi Help app didn’t fix my issue?
Get in touch with us and we can investigate further. Each scan you run will produce a unique code which you can provide to us for further troubleshooting purposes. Please have your unique code ready.
Who is the Wifi Help app designed to help?
The Wifi Help app is designed to assist customers connecting to the internet via Wifi who are not using a TP-Link DECO branded modem. To identify what modem you have please check our modem support page.
What if I’m using a TP-Link DECO modem?
During installation of your TP-Link modem you would have installed the Deco app. Using this app you can test your speed and view your WiFi settings as well as using the in-built support centre for common WiFi troubleshooting information.
What does this tool do?
It collects general diagnostic information about your home network for the purpose of helping you troubleshoot problems that arise when using internet services and devices.
What kind of information is collected?
The tool collects anoymised, technical information about your home network.
Examples of this information include:
Examples of this information include:
- External IP Address
- Network Speed, such as ping and bandwidth
- Local Network Topology
- Quality of Wi-Fi connection to network devices
- Details of your device's Wi-Fi connection, such as Signal Strength, Wi-Fi Frequency, Surrounding Wi-Fi networks, SSID, Wi-Fi Channels, Wi-Fi Security type
- Traceroute to an external server
- Time and date at which the app is run
How long will you be storing this data for?
We'll keep the data for 12 months, so that we can resolve any further issues that may come up. After this time, it will be deleted automatically.
Will you be sharing my data with anyone?
We have partnered with RouteThis to provide you with the ‘Wifi Help’ app, a tool hosted within Amazon Web Services (AWS).
When you share information with us while using this service, we will need to share it with AWS to run diagnostics and provide you with support.
Rest assured, the information collected via this tool will only be used by us to support you in troubleshooting issues with your home network and will not be shared with any other parties.
When you share information with us while using this service, we will need to share it with AWS to run diagnostics and provide you with support.
Rest assured, the information collected via this tool will only be used by us to support you in troubleshooting issues with your home network and will not be shared with any other parties.
Where can I find more information about how One New Zealand managed personal information?
Our Privacy Policy outlines our commitment to protecting personal information. It contains information on how we collect, use and protect your personal information when you visit our web sites and use our products and services.