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.

Trouble Shooting

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 WiFi 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 $135 + 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.

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    SIP (Landline Services) – are you a Vulnerable Customer?:

    Please get in contact with us by calling 0800 BLUEDOOR (0800 258 33667) if you currently have a Landline Service with us and you believe you are a Vulnerable Customer. A Vulnerable Customer is someone with a specific Medical or Health condition or other particular risk (e.g., Ventilator, Breathing Device, Medical Condition, etc) who must always be able to dial 111 emergency services, even in the case of a Power or Network Outage.

    1. Please contact us to provide a detailed outline of the health or medical condition you have.
    2. Please contact us to provide any details on the safety or circumstances of your requirements to be able to access emergency 111 services.
    3. Please contact us to provide details of any disabilities you may have.
    4. Please contact us to provide details on whether any of the above is a temporary or permanent situation.

    In any of the above cases, a BlueDoor staff member will make contact with you to arrange for a site visit so we can determine the best course of action to implement at your premises to enable you to access the 111 emergency service in case of any Power Failure or Network Outage.

    What happens if you are a Vulnerable Customer

    In the case that you are identified as a Vulnerable Customer requiring access to the 111 emergency service in case of a Power Failure or Network Outage, BlueDoor will provide the following appropriate means to enable you to access the 111 service at no cost:

    1. Provide a FREE Mobile Phone along with a Portable Solar Powered Wireless Charger; or
    2. Provide a FREE 4G Wireless service – connected to a 12v Portable Solar Powered Generator

    **Please Note:
    BlueDoor will not Deny or Cease both your Landline or Internet Service if you are found to be a Vulnerable Customer. BlueDoor is committed to providing the necessary support and service during this time of need to you.

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