FAQ: Isolation Test – what is it, why do it, and how to do it.

The purpose of an isolation test is to give an indication whether or not the Fault is caused by equipment inside the house.

Isolation Test – Phone Line related fault

1.     Disconnect all private equipment plugged into a jackpoint e.g. double adaptors, phones, filters, extension cords, fax machines, modems, SKY etc.
2.     Allow for at least 30 seconds to elapse to reset the line.
3.     Check each jackpoint individually with at least two handsets
4.     If the problem is corrected with this full isolation, then plug equipment back into jackpoints one at a time whilst checking the line after each new piece of equipment is plugged in. This will help identify faulty equipment.

Isolation Test – Broadband related fault

1.     Disconnect all private equipment plugged into a Jackpoint e.g. double adaptors, phones, filters, extension cords, fax machines, modems, Sky etc.
2.     Allow for at least 30 seconds to elapse to reset the line.
3.     Test the modem without a filter in each Jackpoint separately, looking for the correct lights to indicate synchronization and authentication. Use at least two modems if possible.
4.     Then plug equipment back into the Jackpoints one at a time starting with the Modem without the Filter.
Note: Make sure you connect your Computer to your Modem via the LAN/Ethernet Cable.

Possible equipment that can be faulty:

1.     Modem – Try using another modem (if you have one) or to use your Modem at someone else’s place to confirm whether or not the Modem has any issues.
2.     Filter – Try another filter or connect the Phone or Modem directly to the Jackpoint to see if it makes a difference.
3.     Cables – Try to replace any cables connecting to and from your Modem or Phones to rule them out as being possibly faulty. Ensure that the cable is not excessively long, as DSL quality degrades rapidly over standard copper connections.
4.     Third Party devices – If you have a device connected in between your Modem and Computer, remove this and connect the Computer directly to the Modem.
5.     Computer – If you do have another computer, connect it directly to your Modem via the LAN/Ethernet cable and see if it makes a difference.
6.     Jackpoint – The Jackpoint itself could be damaged. This is usually quite identifiable from a cursory inspection.

Once you have done an Isolation test and the Connection is still not working it could indicate that a there may be a fault on the line.
In this case please call our Technical Helpdesk on 0800 13 14 15 for further assistance.

Troubleshooting ADSL

Your Modem should be able to connect to the internet automatically, if the cables have been connected correctly. Please refer to the Manual that came with your Modem (“How to Install your New Broadband Modem”), or the PDFs here
If you are still experiencing problems you can call our Technical Helpdesk on 0800 13 14 15 for further troubleshooting.

Connecting to the router

ADSL speed test
To get the most accurate ADSL speed you would need to run a Speed Test while being fully isolated.
* First disconnect all devices from any Jackpoint in the house (including Sky TV, Faxes, Phones etc.)
* Close all extra applications especially Peer to Peer software
* Then open up your Web Browser and go to www.speedtest.net
* Click “Begin Test” to start the Speed test

There are several other Speed test websites you can visit, just remember to disconnect all other devices first before running a Speed Test

Orcon diagnostic tool
On the occasion that you experience slower Broadband Speeds than normal we may email you a link to our Orcon Diagnostic Tool. This is usually sent to you after speaking with our Technical Support team.
The tool will do a range of tests including Trace Routes, Pings and gathering information of your Modem Status.
The Diagnostic Tool is compatible with Microsoft Windows Operating Systems only.
Once you have received the link, download the program (900 KB) and run.
Complete the following details:
* Orcon Username: Your Username (without the @orcon.net.nz)
* Contact Phone Number:
* Email Address:
* Modem Brand/Model: Select your Modem from the Drop Down list

** If you have been requested to conduct the speed test over a longer period of time click “Show Advanced Options” to display the additional options. Then select one of the following options: Single Test, Standard Test (4Hours), Extensive Test (24hours).