Troubleshoot your WiFi and get guided, step-by-step help with WiFi Help
What it helps with
If you're having trouble with your WiFi, WiFi Help can help you troubleshoot:
- Slow internet speeds
- Devices dropping or not connecting
- Buffering video or streaming issues
- WiFi coverage issues around your home
How it works
1. Download WiFi Help from the App Store or Google Play
2. Open the app and hit "Begin." You’ll be asked to allow:
- Location: to identify your network and troubleshoot. This is only used while a scan is running; we don’t collect your location in the background.
- Microphone: so you can talk to the AI-assisted voice experience.
3. Choose the option that matches what you’re seeing:
- “I want to fi x a connection issue” - pick this if you’re having connection or slow speed problems while streaming, browsing, gaming, on video calls, or similar.
- “I want to improve my WiFi coverage” - pick this to check your WiFi room by room and find and fix any coverage gaps.
4. Tell it what’s happening, in your own words. From there:
- It runs the tests that match your issue (speed test, line test, etc.) instead of a generic scan.
- It might ask for camera access to help rule out physical issues - like a loose cable or a router placed somewhere it shouldn’t be.
- It walks you through the fix, step by step.
5. If it can’t fully resolve your issue, it connects you with our team - and they’ll already know what you’ve tried, so you won’t have to repeat yourself.
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 when you contact us.
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 when you contact us.
Who is the WiFi Help app designed to help?
The WiFi Help app is designed to assist our customers connecting to the internet via WiFi who are not using a TP-Link Deco branded modem.
To identify what modem you use please check our modem support page.
To identify what modem you use 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 the Deco 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.
Using the Deco 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?
The WiFi Help App collects general diagnostic information about your home network to help you troubleshoot problems that arise when using your internet service and connected devices.
What kind of information is collected?
The tool collects anonymised, 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 WiFi connection to network devices.
- Details of your device's WiFi connection, like Signal Strength, WiFi Frequency, Surrounding WiFi networks, SSID, WiFi Channels, WiFi 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?
Remember, 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. You can reference our Privacy Policy on our website.
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. You can reference our Privacy Policy on our website.
