Support

If you’re having trouble getting connected, here are some helpful tips to figuring out what’s going on.

Have you been connected yet?

When connecting to Quic, we’ll email you to let you know the date you’ll be up and running. If you’ve just been connected, you’ll need to setup your router to get connected with Quic. Our setup page can help you with the settings required for this.

Is your router using both PPPoE & DHCP?

Please don’t run a PPPoE and DHCP dialer from your router simultaneously. We will end up either blocking requests for one authentication type, or alternatively your circuit could bounce between PPPoE and DHCP, causing an unstable experience for your connection.

You can confirm this by logging into your account portal, opening up your service and seeing if the below message is displayed:

If you’re receiving this message, please check your router configuration to ensure you’re running PPPoE or DHCP, not both.

If you have a router which is unable to be configured to disable one option, you can disable your DHCP authentication by using the toggle option on the same page:

Check for any network faults

It’s possible you’re part of a network fault causing interruption to your service. There’s a few places you can refer to in order to see if this is the case:

Quic network incidents will be posted at quic.nz/status

For local fibre outages, refer to the below:
Chorus – chorus.co.nz/outages
Enable (Christchurch) – enable.net.nz/about-enable/our-network/network-outages
Tuatahi First Fibre (Waikato, Bay of Plenty, Taranaki) – ultrafastfibre.statuspage.io
Northpower Fibre (Whangarei) – northpower.com/fibre/faults-and-outages
Unison Fibre (Hawkes Bay) – unison.co.nz/outages

Confirm if your wiring and ONT lights are correct

You’ll need to ensure that the WAN port of your router is connected to the appropriate port on your ONT. This will usually be port 1 on the ONT, however sometimes can differ. Check your email from us containing your connection date, this will also tell you what ONT port your Quic service is on.

While types of ONTs can differ with age and area of the country, in general the lights on your ONT should be as below:

If any of the ONT lights don’t look right, please check the cables are connected as below:

Have you tried turning it off and on again?

Yeah, we know – you’ve heard this before and restarting the router never solves the problem.
Buuut…. It sometimes does!

If all the cables and lights check out – try giving your router and ONT and restart (turning it off for 5 minutes, then turning it on again)

Reset & reconfigure

Still not working after checking all cables and lights, and giving everything a restart? Unfortunately, you may need to reset and reconfigure your router.

Make sure to follow the steps on our setup page to ensure your router is configured correctly for Quic, and you’re connected to the correct port on your ONT as per your connection welcome email from us.

Try another router

If all else fails, it’s time to try another router. See if a friend or family member has an old one spare – it’s just to test you can connect to the Quic network.

Make sure to follow the steps on our setup page to ensure your router is configured correctly for Quic, and you’re connected to the correct port on your ONT as per your connection welcome email from us.

Check your ONT & Connection status

It’s possible there’s something wrong with your ONT, or router’s connection to the Quic network. Luckily, we give you all the tools previously hidden behind ISP call centers to see exactly what’s going on from our side.

The next section below steps you through this in detial.

Call in the experts

It seems like accepting defeat, but if you’ve checked and tried everything above – that’s all you can do, and there’s likely something wrong and isolated to your connection. This can be a range of things, from a broken fibre between your property and the local fibre company, a ONT going wonky or a glitch in the Matrix.

Either way, it’s time to get the local fibre company involved and to lodge a fault – see below for all the details on how to start this process.

One of the great things about Quic is we give you full visibility not only into your connection state & usage, but also into the health & status of your ONT.

Simply login to your quick account at https://account.quic.nz.
Once logged in, click “My Broadband” and “View Connections”, then click the connection you’d like to investigate.

ONT Status

On this page, you’ll be able to see all information about your ONT under the “Service Info” heading. Let’s work through each of the headings/sections and see what they mean (note some of this information will vary slightly depending on the LFC you’re connected through.

Service Info
In this section, we display:
Product ID – also known as the service ASID, the unique identifier of your connection
Address – The listed address with the LFC
Product Type – Bitstream 2 is the only service we offer
Customer Plan – The UFB plan provisioned on the ONT
ONT Serial Number – The unique serial number of the ONT (great for checking what ONT your service is on in locations with many ONTs!)
Service Provider – Which wholesale provider Quic is using for your service
ONT Mode – Standard

Provisioning State
Last Provisioning Change – The last time the service on this ONT was modified with the LFC
Service Status – Any pending changes upcoming on the service on this ONT

ONT
ID – The full ID string of how your ONT is connected to the LFC network
TLC – The unique identifying ID of your address
Type – The type of ONT on the property
LAN 1G Ports – The number of 1G ports on the ONT
LAN 10G Ports – The number of 10G ports on the ONT
ATA Ports – The number of POTS/phone ports on the ONT
Mode – The ONT mode
Model – The ONT model
—
Remote ID – The unique identifier of your connection port
Type – The speed of the port provisioned (note: not the speed of your service)
GE Port – The port number of the ONT your service is setup on
Circuit ID Insertion – The method in which we can identify your connection on the Quic network
UNI Tagging Mode – Whether your connection is Untagged or Tagged (VLAN 10)
Data Handover Link ID – The connection port you’re exchanging traffic with to the Quic network
Data SVLAN – The outer VLAN Quic sees your connection on
Data CVLAN – The innter VLAN Quic sees your connection on
Committed Info – The commited bandwidth on the LFC for your connection (this will usually be 2.5Mbps as per UFB specifications)
Low Priority – The maximum speed your connection can obtain

GPON Location
OLD ID – The physical device your ONT connects to with the LFC
GPON Port – The ID of the physical port your ONT connects to with the LFC
OLT Rack – The Rack of the OLT your ONT is connected to
OLT Subrack – The Subrack of the OLT your ONT is connected to
LT Card – The line card of the OLT your ONT is connected to
PON Port – The port of the line card your ONT is connected to
ONT Position – The position on the splitter your ONT is connected to

ONT Status
The last received status of your ONT on last refresh, these results include:
Good – ONT is online and optimal
Reduced – ONT is online with reduced light levels
Powered Off – ONT is switched off
Unknown – ONT is unable to be accessed

ONT to RGW Connectivity
Ethernet Port – The Ethernet port your service is provisioned on, and router is connected on
CPE Detected – Whether the port is up and we can see a router connected
Downstream Traffic During Test – The amount of data sent to the router during the test
Downstream Current Day Volume – The amount of data sent to the router during the day of the test
Speed and Duplex Mode – The link speed and link negotiation detail between the ONT and router
Upstream Traffic During Test – The amount of data sent from the router during the test
Upstream Current Day Volume – The amount of data sent from the router during the day of the test

ONT Status over time
This graph gives you a historical, day by day and hour by hour view of the status of your ONT.
In this screenshot, we’ve shown various statuses that could be shown, and how they display, including good, switched off and unknown.
Within the interface, you can view an overall timeline, and also select a day of the month to view an hourly timeline/breakdown of ONT statuses.

Connection Status/Information

Near the bottom of the page, we also show you various information on your connection to Quic, including active and historical sessions, with full JSON outputs available.

Use Ethernet where able

While WiFi is great, nothing can beat the speed and reliability of a hardwired connection. Where able to, we recommend hardwiring devices (e.g. computers, game consoles etc) to your router, rather than connecting over WiFi.

Router location

Put your router in a central place, ideally within the line of sight of where you use the internet most. The router needs to be off the ground and away from electronics such as microwaves, cordless phones and baby monitors.

Extending your WiFi range with repeaters

While hardwiring additional access points is always best, we understand this isn’t always possible, which is where WiFi range extenders come in.
WiFi range extenders repeaters are great, however unless they’re placed near your router, you can end up repeating what’s already a weak and slow connection.
Powerline WiFi extenders are great, as they use the internal copper wiring of your home’s power cabling to transmit its signal – as close to a hardwired access point as you can get without running cabling!
Both options are commonly available at many electronics stores.

Restart your router

Sometimes routers just get a bit confused – as a first step, try giving the router a reboot (not a reset!) to see if this resolves the issue.

Do a speedtest

While being hardwired to your router and the only device connected, try doing a speedtest at speedtest.net to a server within New Zealand

Specific devices can’t connect

While rare, depending on where you purchased your router or troublesome device from, you may need to change the WiFi bands in the router to get it to see and connect to your WiFi network.

I have internet, but can’t view certain webpages

Try giving your browsers cache & cookies a clear out. If that doesn’t work, try restarting your device that can’t load these webpages, and also try an alternate device to see if it’s an issue with your device, or your broadband its self. Bear in mind that the webpage you’re trying to load could also be experiencing issues.

This is usually caused by a bad cable between your ONT and router, or your router not having an Ethernet port which supports 1Gbps. Other, more unusual causes can also be a defective port on an ONT.

In our ONT health section above, under the “ONT to RGW Connectivity” section, we show you how you can view from the ONT side, what the ONT is seeing in regards to the link to your router to confirm the above.

Easy! Simply order a new service at your new property from our home page, entering the date you wish to be connected during the order process.

For your existing connection/old property, simply login to your account, click into your connection and click “Cancel” when ready – in the notes, simply enter that you’re moving houses and your new connection is already ordered and our team will link up your billing so you’re not penalised at all!

Easy! If you need us and the LFC to step in to diagnose a fault with your connection, simply follow this process:

1. Navigate and login to https://account.quic.nz.
2. Once logged in, click “My Broadband” and “View Connections”, then click the connection you’d like to lodge a fault on.
3. In the left sidebar menu, under the “LFC Integration” heading, click “Lodge Fault” and work through the form!

Once your fault has been lodged, our experts will give your connection a check-over just in case something has been missed, and if all checks out will then pass your fault onto the LFC for investigation.

Note: Once the fault is passed to the LFC, if they prove the fault lies with your router, internal wiring or a fault not proven to lie with the LFC’s network, you will be liable the “No Fault Found Fee” listed here.

For queries relating to your bill, simply reply to the invoice emailed to you, which will open a case with our billing team.

Alternatively, you can reach out to our billing team on the below details:
Email: billing@quic.nz

Please note our billing team can only assist with queries relating to your invoice or account, and cannot provide support for your service.

For recursive DNS, you may use any public servers (e.g. Cloudflare, Quad9, Google etc), or use our recursive DNS servers:

Primary: 103.250.90.8 / 2407:8b00:f101:10::10
Secondary: 202.179.141.8 / 2407:8b00:f102:10::10

These are automatically pushed down to your connection, or can be entered manually. Note that we will only serve DNS requests originating from inside the Quic network.

When changing from PPPoE to DHCP, stop your PPPoE dialer and DHCPv6 client, and start your DHCP client. There may be up to a 5 minute outage while our systems clean up your PPPoE session and allow your DHCP client to authenticate.

When changing from DHCP to PPPoE, stop your DHCP client and DHCPv6 client, and start your PPPoE dialer. There may be up to a 30 minute outage while your DHCP lease expires and our systems clean up your DHCP session, and allow your PPPoE dialer to authenticate.

If you are successfully receiving and have a bound DHCP lease from us, but have no connectivity, please check if your router has a default route.

We follow RFC specification to send a command to your router to install a default route, however some routers do not strictly follow RFC.

If you are experiencing this, we recommend installing a manual static default route pointing to your connected interface.

If you are using an ASUS router and struggling to get connectivity, or can only get intermittent connectivity, check that the below option “Enable VPN + DHCP Connection” in your WAN settings is set to “No“.

This option causes your router to try and attempt to connect via your existing PPPoE and also a DHCP dialer, which then causes instability of your connection.
This can be further confirmed to be the cause by loading the service in your account and a dual dialer warning being displayed.

Thanks to one of our beta testers, if you’re using an Ubiquiti EdgeRouter with DHCP authentication, you will need to run a command on your router to fix a known bug due to a typo in its config.

The bug is caused by the file /etc/dhcp3/dhclient-exit-hooks.d/vyatta-dhclient-p2p where in line 16 it reads:

if [ “$old_ip_address” != “new_ip_address” ]

while it should read:

if [ “$old_ip_address” != “$new_ip_address” ]

(the second $ is missing). This can simply be fixed by running the below command:

sudo sed -i ‘s/”new_ip_address”/”$new_ip_address”/g’ /etc/dhcp3/dhclient-exit-hooks.d/vyatta-dhclient-p2p