If you suspect there’s a problem with your connection, here’s how to confirm it, report it, and get it fixed quickly.
1. Run through basic checks
Before logging a fault, rule out common in-home causes:
Check our status page or your Splice dashboard for outages.
Reboot your NTD/ONT (see How to reboot your modem/router for steps).
Test with a direct ethernet connection instead of WiFi.
Try another device to rule out a device-specific issue.
2. Submit a support ticket
If the problem persists:
Reach out to Splice Support and submit a ticket via email.
If you can, please include:
Your account details - including name, address and customer number.
A clear description of the issue.
Any error messages or unusual lights on your equipment.
The troubleshooting steps you’ve already tried.
Once we have your ticket, our team will run remote tests to diagnose the issue. Providing as much detail as possible when first reporting the fault helps us resolve it faster – often without needing a site visit; so please take the time to help us, so we can help you.
3. Site visit process
If remote testing shows a physical issue that can’t be fixed remotely:
We’ll arrange a technician visit at a time that suits you.
You (or someone 18+) will need to be home to provide access.
The technician will inspect your equipment, internal wiring, and connection from the street.
If the fault is outside your property, we’ll coordinate with Rural Fibre Co to resolve it.