If you're connecting for the first time and need some help, this guide will help you get online and make the most of your ultra-fast speeds. Summary
- Ensure you have plugged the Ethernet cable into the WAN/Internet port on your router
The Ethernet cable must be plugged into the WAN/Internet port. If you purchased your router from Lightning Broadband, this will be the BLUE port.
- Ensure you have plugged your router into the active wall port
This will be identifiable by the Lighting Broadband sticker and confirmed by the presence of a WAN light, which indicates a connection between the router and the wall port. If you do not get a WAN light, try the other wall ports until it lights up.
If you do not get a WAN light with any wall port, please attempt the Troubleshooting detailed below to diagnose the issue.
- Ensure you have configured your router correctly
If you have purchased a router from Lightning Broadband, it is preconfigured so you do not to need to adjust the settings further.
If you are using your own router, you will need to configure the router to receive your specific Lightning Broadband connection using the credentials we provide in the ‘Let’s get you connected!’ email sent on sign up. Your credentials can also be found in the Customer Portal by selecting Broadband > Service Options > Router Configuration.
- For further guidance on this please see our Router Setup FAQ.
- Cable Functionality
You can test your cable by making a loop - plug one end into the WAN/Internet port, and the other end into any LAN port on the back of your router. An illuminating WAN and LAN light on your router would confirm a functional cable.
If the WAN light still does not illuminate, this may indicate that the wrong type of cable is in use, or the cable is faulty and will need replacing.
If you have a spare Ethernet cable you can also try replacing the current one. If your current cable is faulty, by replacing it you should then get a WAN light and the connection will be available.
- Wall Port functionality
To test if your wall port is providing an internet connection, please connect your device directly to the wall port. This means the Ethernet cable is removed from your router, and connected directly to your device's Ethernet port.
Note this may not be possible if your device does not have an Ethernet port.
Please then continue to the below instructions, depending on your operating system, to set up a connection:
You will need your PPPoE credentials. These can be found in your Customer Portal by selecting Broadband > Service Options > Router Configuration.
- Right click on the Internet/Wi-Fi icon on the bottom right of your screen and select 'Open Network & Internet settings' .
(This can also be accessed by hitting the Windows key and typing 'Network and Internet' into the search bar if using Windows 8 or 10).
- Select 'Dial Up' from the list of options on the menu on the left-hand side.
- Select 'Connect to the Internet' on the first page.
- Select 'Broadband (PPPoE)' and enter your connection credentials.
- Click 'Connect'
- Click on the Apple Mac icon on the top left of your screen, and then on 'System Preferences'
- Click on Network Select the '+' icon
- Change the interface to PPPoE and change the Service Name to 'Lightning Broadband'
- Select 'Lightning Broadband' in the panel on the left
- PPPoE Service Name = Lightning Broadband
- Enter your PPPoE username & PPPoE password
- Select 'Remember Password'
- Click 'Connect'
If your connection is available, it is likely you have not been able to connect previously due to an issue with your cable or router – has your router been configured correctly? Please see our Router Setup FAQ
If there is still no connection, there may be an issue with the wall port. Please contact Lightning broadband for assistance.