Sky Broadband Help

 

Let’s Get You Set Up

 
First stop is our Quick Start Guides - these nifty step-by-step guides will help you set up your Sky WiFi Router and Sky WiFi Booster quickly and simply. So let’s crack into it!

Click here for our Sky WiFi Router guide 
Click here for our Sky WiFi Booster guide
 
What do the lights on my router mean? 
Power:
-    Solid: Router is on and ready 
WAN
-    Solid: Connection is ready
-    Flickering: Router sending or receiving data
INTERNET
-    Solid: Internet connection is ready 
LAN 
-    Solid: Powered on device connected to the Router via ethernet cable
-    Flickering: Router is sending or receiving data to/from a connected device via ethernet cable 
2.4GHz 
-    Solid: 2.4GHz WiFi is working
-    Flickering: 2.4GHz WiFi is sending or receiving WiFi data
5GHz 
-    Solid: 5GHz WiFi is working
-    Flickering: 5GHz WiFi is sending or receiving WiFi data 
WPS Blinking
-    Router and device are in the process of connecting via WPS, Light will turn off once process is finished and your device is successfully connected
The WPS button lets you join the WiFi network without needing to type in your password. See our guide on connecting via WPS for full instructions. 
Not using a Sky WiFi Router?
OK, it’s a bit more complicated to set up because the instructions vary for different devices. But just follow the guide below to achieve the correct settings:
  • Consult the router’s user manual or Google the model number 
  • The instructions will likely tell you to browse to 192.168.x.x or 10.x.x.x depending on the make and model. Some routers may have a setup app, or a setup URL to enter into your browser.
  • You’ll need to log into the router, the login security can differ between routers and this information should also be in the router manual or is sometimes on a sticker on the bottom of the device

Now that you’ve connected to your own router, use these settings to set it up correctly for Sky Broadband:
  • Find a quick start guide, WAN set-up or internet settings
  • If the set-up guide asks a question along the lines of “Does my internet provider require a username and password?”, answer yes
  • Once you find the appropriate section for your device, enter the below settings
    • Protocol: PPPoE
    • Sky supports both IPv4 and IPv6 dual stack.
    • VLan tagging: Enabled 
    • VLAN ID: 10
    • Username: user@sky.co.nz
    • Password: Password 
    • Note that anything will work in these fields
    • MTU: 1492
  • Nice work! Make sure you save settings and reboot the device. 

You’re all set up and ready to roll. Just be aware that because you’ve chosen to use your own router, we won’t be able to provide our full technical support. If your router won’t connect after going through these instructions, let us know and we’ll provide more technical details to you.  
What is a Sky WiFi Booster?
A Sky WiFi Booster extends your WiFi coverage way beyond what a single Sky WiFi Router can do, filling in the gaps in your home. Think of it as like having a stereo with speakers in every room.

You may experience minor interruptions to your coverage as you move around your home and get passed between Boosters, but it’s a small inconvenience for superior whole home coverage.
Plus it’s super simple to set-up.

The Need For Speed

Why’s my internet in the slow lane?
It might be helpful to think of your WiFi as a motorway. Now just like on a motorway, there are a few common reasons why your internet could be down to a crawl: 

Distance: The closer you are to the on ramp (the point where your Fibre enters your house), the faster it is to get onto the motorway. That’s because WiFi (like sound) has a limited range and can only reach so far. 

Number of users: The more vehicles (users) that are on your motorway (WiFi), the less space (wireless bandwidth) there is available to each vehicle. This can cause your WiFi to slow down to a crawl (even if you’re connected to Ultra-Fast Fibre). 

Where possible, connect devices like TVs or gaming consoles with an Ethernet cable (the one that looks like an old-fashioned telephone cable with a plastic clip thing on each end) to your router to conserve WiFi bandwidth for your mobile devices.

Interference: It’s like someone pulling in front of you on the fast lane of the motorway, then slowing down. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for the WiFi signal to get past and interfere with its quality. 

Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also interfere with the WiFi signal. Sky WiFi Boosters could help overcome this.

Other access points: Neighbours’ WiFi is the most common cause of signal interference, especially if you live in an apartment with loads of other WiFi networks around you. 
It’s like having multiple on ramps onto the motorway that merge with your lane and slow it down. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. 

Router: Just like an old car struggles to get up to speed on the motorway, an older router can limit the speed and quality of your wireless signal. So it’s best to use an up-to-date router, like a Sky WiFi Router. 

Device: Just like a powerful V8 can travel faster than a Vespa, some devices perform better. For example, a laptop WiFi antenna will likely give better performance than an iPad or smartphone.

Position: It is best to have your router placed up high somewhere central in your home, then you’ll have more chance of staying in the fast lane.  A single router positioned behind a desk won’t be able spread its signal very far.
My bedroom’s an internet black spot. What can I do?
WiFi is a bit like sound - it can only reach so far. The further it travels away from your router, the weaker it becomes.

You may find it hard to get WiFi in every room because of things like the layout of your house, solid building materials, metal appliances and interference from other nearby WiFi networks.

Using our powerful Sky WiFi Boosters will help with coverage issues around your home. Like the name says, they boost your WiFi signal so that you can stay connected at all times, even in those hard-to-reach places. 
When people talk about upload and download speeds, what do they actually mean?
It’s a bit like the arrivals and departures gates at the airport.

Download’s the speed at which data arrives from one computer to another, like when you’re streaming a movie.

Upload’s the speed at which data is departing from one computer to another, like sending an email or posting a photo.

Like at the airport, download and upload work together at the same time. But as far as data is concerned, download’s the boss and gets priority because people always want to download more data than they upload. 
How can I test my speed? 
Right, there are two ways to do this: either using WiFi or an ethernet cable.

To get the quickest reading an ethernet cable is best (it looks like an old-fashioned telephone cable with a plastic clip thing on each end). Plug one end into your router and the other into your laptop or computer. Then head over to broadbandcheck.sky.co.nz to check out how fast your connection is. Easy as that.
How’s WiFi speed measured?
Think of it as a motorway between A (your computer) and B (some place else). Internet speeds describe the rate at which the cars (little packets of information called data) travel from A to B, or from B to A.

Download speeds represent the rate at which these cars (data) travel from B (some place else) to your computer, like when you’re streaming a movie. Upload speeds represent the rate at which they travel from A (your computer) to some place else, like sending an email or posting a photo.

Now this is where it gets a bit confusing. Internet speeds are measured in Mbps, while your download speeds are measured in MB/s: 
  • Mbps = megabits per second.
  • MB/s  = megabytes per second.

One megabyte is equal to eight megabits. This means that when you see an internet connection speed advertised as up to 100Mbps, you can expect download speeds of up to approximately 1/8th of that, so 12.5MB/s. I know, right – who comes up with this stuff? 

Connecting This to That

Android device (Samsung/Google/OnePlus/Oppo etc.)
Step-by-step guide:
1.    From your Home screen, open Apps and then Settings.  Alternatively, swipe down from the top of your screen, then press and hold the WiFi button (then skip to Step 3). 
 
2.    Under ‘Wireless and Networks’ or ‘Connections’, make sure WiFi is turned on. Then press Wi-Fi.
 
3.    You may have to wait a moment as your Android device detects wireless networks in your area and displays them in a list. If you need your device to keep looking for your network, press Scan


4.    Press the name of your network and enter the password (found on the bottom of your router, unless you’ve changed it) when requested.

 
5.    Press Connect. 
Apple device
Step-by-step guide:
1.    From your Home screen, open Settings and then WiFi. Alternatively, swipe up from the bottom of your screen from the Home screen and tap and hold on the WiFi icon. 

  
2.    Turn on WiFi. Your device will then automatically search for any of the available WiFi networks in your area.


3.    Press the name of your network and enter the password (found on the bottom of your router, unless you’ve changed it), when requested.


4.    Once you’ve connected successfully, you’ll see a blue tick next to your network name and a WiFi symbol appear in the top bar of your screen. 

 
Vodafone TV
On the Get Connected screen, select WiFi
(note WiFi connectivity is 5GHz only, so you will need a router that is 5GHz capable, like the Sky WiFi Router) 
1.    Select your WiFi network name

2.    Enter your WiFi password

 
3.    The WiFi Connecting screen appears


4.    Press Continue when prompted. You should now be connected. 

 
Sky Box
Here are some helpful guides for connecting your Sky Box to Sky Broadband.
Connecting using an ethernet cable
An ethernet cable looks like an old-fashioned telephone cable with a plastic clip thing on each end. To connect a device using an ethernet cable, plug one end of the cable into any of the yellow ports on the side of the Sky WiFi Router (labelled LAN 1, 2, 3 or 4) and the other end into your device such as your TV or computer. You can also plug two devices into the back of a Sky WiFi Booster. You’ll need to make sure that your device has an ethernet port (it’s the same shape as the LAN ports on your Sky WiFi Booster) – almost all computers, laptops and TVs have them but tablets and phones don’t (you can probably buy an ethernet adaptor for your device from an electronics shop). Once you connect your cable, your device should automatically connect to the internet. Too easy.
Connecting using WPS button (connects to WiFi)
WPS stands for We Protect Sloths … no, just kidding. It’s WiFi Protected Set-up and it’s an easy way for devices to be connected to your WiFi. All you need to do is push the WPS button found on your router once and connect a device that has a ‘Connect via WPS’ option. Pressing the WPS button will send a signal within WiFi range to all available devices for a couple of minutes, so be sure to connect quickly. To connect, you’ll need to press the WPS button on the device during this time too.

Ready … set …GO! Oh, and different devices have the WPS option in different places, but it’ll still be in the WiFi menu somewhere.
I can’t see my WiFi network or one of my devices isn’t connecting to the internet, what should I do?
Don’t panic! There are a few reasons why your WiFi network may not be showing up on your device, but one of these should sort it:

-    Check that your Sky WiFi router (tall white box with holes) is on, this means switched on at the wall and lights on 
-    Make sure you are close enough to the router to connect
-    Try switching your device’s WiFi off and on (that old trick). Wait a few seconds for the available networks to appear again and select yours. If that doesn’t work, you might need to restart your device. You’ll be amazed how often that sorts it out.
-    Sometimes the software on your device may need to be upgraded to pick up WiFi networks. 

Up close and personal with fibre

So what is fibre broadband?
Simply put, broadband is high speed internet access. Fibre broadband’s a type of broadband that’s even speedier. It uses fibre optic (glass) cables, which are better at transferring data than standard copper cables. And by data, we're talking online gaming, streaming movies and music, and video calling. Basically, you can do all the things you love on the internet a lot faster. 
How fast is it really? 
Lightning fast, literally. You see, it uses fibre optic (glass) cables and light to send data at the speed of light. This means you can get up to 900mbps download and 400mbps upload speeds in your home! To experience it at its speediest, plug your laptop, gaming console or device directly into your router using an ethernet cable (looks like an old-fashioned telephone cable with a plastic clip thing on each end) and prepare to be blown away! 

Internet not playing ball?

If you’re having some issues connecting, try these simple steps to get you back online:
Step 1: Reboot your router

Yes, yes, we know, it’s a cliché. But often your router (tall white box with lights) just needs a small reset so it can give you the best connection. 

1.    Turn the router off at the wall
2.    Leave it off for 2 minutes
3.    Turn the router back on at the wall

The router will take a few minutes to start back up and re-establish the connection. If this has solved the problem, then you’re free to surf on! If the problem persists, continue to step 2.
 
Step 2: Test another device

If you have another wireless capable device available - such as a tablet, smartphone or laptop - try connecting to the network using that. If the new device is able to work just fine, then the one that’s not working might be the problem.

Step 3: Still can't find or connect to your wireless network?

It might seem obvious, but always make sure you have wireless enabled on the device you’re trying to connect with – you might’ve bumped a button, swiped a setting or flicked a switch that turned it off, so it’s worth checking first.
How do I reset my Sky WiFi Router?
Note: Before going through the steps below, be aware that this will reset your password to the one found on the bottom of your Sky WiFi Router and revert back to factory settings - disconnecting any connected Sky WiFi Boosters and resetting any custom configuration in the Sky WiFi Router. See our helpful Quick Start Guide on how to reconnect your Sky WiFi Booster.

First, raid your sewing kit for a pin. Got one? Good, now push in the reset button which is the small hole on the back of the Sky WiFi Router (tall white box with lights) with the pin and sing the Happy Birthday tune or count to 10 slowly, wait till the lights turn off and then flash back on. Wait five minutes for the lights to turn solid again before reconnecting your devices. 
How do I reset my Sky WiFi Booster?
You’ll need a pin or a straightened paper clip or something similar. Push in the reset button on the back of the Sky WiFi Booster (small white box with lights) with the sharp pointy thing of your choice and sing the Happy Birthday tune or count to 10 slowly, wait till the lights turn off and then flash back on. Wait five minutes for the lights to turn solid again before re-pairing the booster. Job done.

Changing Router Password and Settings

How to log into your Sky WiFi Router
Your Sky WiFi Router (aka modem or tall white box with lights) is preloaded with the best settings we think you’ll need. However, you can log in to your router to change its settings and details if there’s something you’d like to change. Here’s how. 
Before you begin: All devices currently connected to the internet using the current WiFi settings will be disconnected, so you’ll need to reconnect them once you’re done. 

If the device you’re using to update these settings with uses WiFi, you’ll get disconnected during the process, so save the reconnect settings below:

Steps for logging in to your Sky WiFi Router:

1. Browse to 192.168.1.1 on your internet browser

2. You will come to a login screen  
  • Enter the username and password from the sticker on the bottom of your Sky WiFi Router 
  • This should look something like admin / SKY10342342 


3. If you’ve logged in successfully, you’ll see the web interface home page (as seen below) 

 
How do I change my WiFi password and/or username? 
Once you’ve logged in to your Sky WiFi Router in the steps above, continue to the steps below:  
  • Click ‘Wireless’ near the top of the website interface home page 
  • You’ll see ‘Network name (SSID)’ and ‘Password’ spaces for ‘2.4 GHz’ and ‘5 GHz’ on this page. Enter your new details in both ‘2.4 GHz’ and ‘5 GHz’ spaces. The password you choose should be the same for both
  • Click ‘Apply’


If you do decide your password needs a personal touch or you just don’t like the one we gave you, remember to choose something that’s long and easy to remember. The more characters in your password the harder it will be to decipher. Also try to avoid names of people or pets in the password, as these are way too easy for others to crack in to.  

Security

How do I stay safe online?
Being connected is awesome, but not everything online is what it seems. The team at Netsafe has great guides on topics from how to identify scams to ways to improve your home network security and much, much more. You can keep yourself up-to-date on reported scams making the rounds in NZ through Consumer Protection’s helpful scam alerts.
What is phishing?
For starters, it’s not a spelling mistake! It’s possible to receive emails that look authentic and that link to authentic-looking websites but are actually dodgy (this is called spoofing). These emails and websites are designed to trick you into divulging your personal financial details and this type of malicious behaviour is called phishing. 
What do I do if I receive a phishing email?
Don't reply to it and delete it immediately.
When you receive emails, it is very important to check and confirm where the email was sent from. This is especially important when you receive emails asking for personal details such as your username and password, or your credit card details.
How do I spot a phishing attempt?
These things are a dead giveaway:
•    Terrible spelling & grammar
•    Asking you for your username & password, or your bank account or credit card details
•    Incorrect logo or branding for a company, for example an email that says it's from a bank but the logo’s wrong
•    Asking for your details to help you reset your password and you haven't asked for this.
•    The website address for the company isn't correct. For example, website is https://sky.co.nz. If the address doesn't match this, it might not be the genuine website.
What is spyware/malware?
It’s as nasty as it sounds. Malware (includes what’s known as Spyware) is short for Malicious Software and it categorises a variety of hostile or intrusive software such as Trojans, Ransomware, Adware and Worms. 
This is software that can be downloaded to your computer or mobile phone without your permission and can go undetected too. These programmes are designed to harm your computer or device and can steal your private information as well, such as your banking details. 
The best way to prevent malicious software is to keep your PC and your mobile devices up to date with the latest security patches as well as using reputable antivirus programmes.
I think I’m being scammed, what do I do?
If you've provided your bank account or credit card numbers to a dodgy-looking email or website, you should call your bank straight away. They'll be able to advise the best course of action and provide a new account or card if necessary.
If you’ve given your password, change it as soon as you can on any website, account or service that uses this same password. It's best to use different passwords as much as possible to avoid giving out access to everything all at once. 
How can I protect myself from scams?
Scammers are getting sneakier but there are some simple tips to keep them at bay: 
On your phone and computer:
-    Use different, long passwords for your different accounts – the more characters the better
-    Don’t reply to unsolicited emails or texts, or click on links in them
-    Use security software on your computer and keep it up to date
-    Don’t open spam emails — report them to complaint@spam.govt.nz and then delete them.
You can contact the Sky Broadband team on 0800 890 759 (0800 890 SKY)
Tech Support
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