Spark Smart modem support

Learn how you can set up and connect your modem. The Spark Smart Modem package contains:

• Spark Smart Modem
• Safety information
• Quick start guide
• ADSL cable (grey)
• Fibre ethernet cable (blue)
• VDSL cable (black)
• LAN ethernet cable (yellow)
• Power supply (black)

How to install your modem on ADSL Broadband

ADSL filters are required for every phone socket in use, including phone lines, faxes or digital TV decoders. Filters remove interference on your phone lines and improve your broadband service (even if you don’t have a home phone plugged in).

1. Plug one end of the grey ADSL cable to the port labelled DSL on your modem.
2. Plug the other end of the grey ADSL into the ADSL port of your ADSL filter.
3. Plug your filter into a jackpoint in your home.
4. Plug one end of the power supply into the Power port of your modem.
5. Plug the other end into your wall power socket.
6. Turn on your modem by pressing the Power button.

Your modem has now been fully installed.

How to install your modem on VDSL Broadband

For your VDSL connection, a technician will first install a VDSL splitter and a VDSL jackpoint (RJ45).

1. Plug one end of the black VDSL cable to the port labelled DSL on your modem.
2. Plug the other end of the black VDSL cable into your VDSL jackpoint.
3. Plug one end of the power supply into the Power port of your modem.
4. Plug the other end into your wall power socket.
5. Turn on your modem by pressing the Power button.

Your modem has now been fully installed.

How to install your modem on Fibre

1. Plug your modem into a power supply near your Fibre box. The Fibre box is also known as an Optical Network Terminal (ONT). It can usually be found on your internal wall.
2. Turn on your modem by pressing the Power button and wait for the lights to turn on.
3. Plug one end of the blue ethernet cable into the port labelled Fibre on your modem.
4. Plug the other end of the blue ethernet cable into the port on the Fibre box labelled LAN1 or GE1. If there's already something plugged in there, try LAN2 or GE2 instead.
   
5. The light next to the port name will come on. If it doesn't, try plugging the ethernet cable into the next port until the light comes on.
   

Your modem has now been fully installed.

Confirm your Spark Smart Modem has been installed correctly by reviewing the LED lights.

Learn how you can set up and connect your telephone landline using the Spark Smart Modem.

Connecting your Fibre landline

There are two ways in which you can connect your landline on a Fibre connection. Instructions have been provided below for both methods.

1. If you have integrated wiring. Locate a jackpoint within your home and plug your phone directly into the jackpoint.
2. If you don't have integrated wiring. From your Fibre box (ONT), plug your phone into the Fibre box's phone port. The phone port can be labelled "POTS1", "TEL", or "TEL1".

How to check if you have integrated wiring

1. On your Fibre box (ONT), check if there is a cable already plugged into the phone port (POTS1).
2. If the cable is connected to a jackpoint or another device, this means that integrated wiring has been installed.

Learn how to set up WiFi on a Mac or Windows device using the Spark Smart Modem.

WiFi security key

To ensure the protection of your WiFi network, your modem comes with a preconfigured security key (10-digit number). This key is your WiFi password. Only devices that have connected with this security key will have access to your WiFi network. The security key can be found on the bottom of your modem and also on the box it came in.

Note: If your security key has been changed, and you don't know what it is, you can factory reset your modem to restore the default security key.

Connect your Mac device to WiFi

Follow these steps to connect your device to the WiFi network.

1. Click the WiFi symbol in the menu bar, then click Turn Wi-Fi On.
2. In the list of networks that appear, your wireless network name (SSID) will be in the format SPARK-XXXXXX. To connect to your network, double click this entry.
3. You will then be asked to enter your security key. This is located on a sticker on the bottom of your modem and on the box the modem came in. Enter the security key into the Password field and click Join.

You are now connected to your WiFi network. We recommend testing by accessing your favourite websites.

Connect your Windows device to WiFi

Follow these steps to set up WiFi on your Windows device.

1. Click the WiFi symbol on the bottom right hand corner of your screen.
2. In the list of networks that appear, your wireless network name (SSID) will be in the format SPARK-XXXXXX. Click this entry.
3. Click Connect. 
4. You will then be asked to enter your security key. This is located on a sticker on the bottom of your modem and on the box the modem came in. Enter the security key into the Password field and click OK.

You are now connected to your WiFi network. We recommend testing by accessing your favourite websites.

Learn how to access your modem interface on the Spark Smart Modem.

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.

The Spark Smart Modem management page will now appear. You can make changes to the modem settings here including the WiFi name, password, modem password etc.

Learn how to restore your modem back to its factory default state. This returns your modem to its out-of-the-box settings. In many cases, a reset may fix connection issues and problems.

Factory reset using reset button

Follow these steps to factory reset your Spark Smart Modem. Please note that by factory resetting your modem, any changes you've made to the modem settings will be restored back to default. This includes your WiFi name and password.

1. Power on your modem. Place a paper clip or pin into the hole on the back of the modem labeled Reset.
2. Hold the paper clip or pin down for 10 to 15 seconds and release.
3. The modem will reboot on its own. Once the WLAN light stops flashing, the reset process is complete.

Please note that factory resetting your modem does not reset the modem firmware to an earlier version. It will only change all settings back to factory default,

Factory reset using modem interface

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.
4. Click Administration from the left hand side.
5. Click Restore/Save/Upload Setting.
6. Click the Restore to Factory Defaults button.

7. Click OK and then click OK again to confirm the factory restart of your modem.

All data and settings saved on your modem will be reset to default and your modem will automatically reboot.

Learn how to enable the WPS (WiFi Protected Setup) functionality on your Spark Smart Modem. WPS allows you to easily connect your wireless devices (computer, laptop, mobile phone etc.) to your modem without having to enter the WiFi password.

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.
   
4. Click WLAN from the left hand side.
5. Under Wi-Fi Protected Setup, check Enable.
6. Click Start. The WPS will now be enabled.



7. On your mobile device, go to your WiFi settings and choose WPS PIN Entry (it’s possible that it might be listed under a similar name). Your mobile device will connect via WPS to your Spark Smart Modem.

WPS has now been enabled on your modem and your mobile device is successfully connected via WPS to your modem.

Learn how to set up a guest WiFi network on your Spark Smart Modem. Guest Wi-Fi networks are a great way to offer your house guests easy access to the Internet without also giving them access to your LAN, computers, printers, etc.

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information and click Login. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.
   
4. Click WLAN from the left hand side.
5. Click Guest Network from the menu bar on the top.
6. Under Wireless 2.4GHz, click Edit. If you wish to enable guest access on the 2.4 GHz frequency.
7. Click the slider, to enable SSID Enable.
8. Enter your WiFi network name in the Network Name (SSID) field, and password (if you wish to have one) in the WPA Pre-shared Key field.



9. Click Save Settings.
10. Repeat steps 6 to 9 for the for Wireless 5GHz, if you wish to also enable guest access on the 5 GHz frequency.

You have successfully set up a guest WiFi network on the Spark Smart Modem.

Learn how to change your WiFi network name and password on the Spark Smart Modem.

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.
4. Click WLAN from the left hand side.
5. In the SSID field, enter your new WiFi network name and in the WPA Pre-shared Key, enter your new WiFi network password. Ensure your password is at least 8 characters.



6. Click Save Settings.

Your WiFi network name and password are now updated. Please note that you will need to connect using these new details, on all devices that have previously connected to your WiFi network.

Learn how to update your WiFi channel and why you may do this.

Locate the best WiFi channel for you

Changing channels can often reduce WiFi interference. This can be especially useful if you live in an apartment with a lot of WiFi networks nearby. To get an idea of which channels are already in use in your home or nearby, try the following mobile apps:

• InSSIDer
• WiFi Analyser free from FarProc

How to change your WiFi channel

1. Open any web browser such as Chrome, Firefox, Edge.
2. In the address bar, type 192.168.1.254 and press enter.
3. Enter your modem login information. By default, the User name and Password will both be admin. This information is also located on the bottom of your modem.
4. Click WLAN from the left hand side.
5. Update the WiFi channel in the Channel field by selecting a new channel from the dropdown menu. To adjust the 5GHz WiFi network channel, update the Channel field under WLAN 5GHz.



6. Click Save Settings.

Your WiFi channel is now updated. We recommend testing for at least 2 hours before changing WiFi channels again.

Determine number of devices experiencing disconnections

1. Turn it off and then on again. Test connecting to your WiFi network and see if problem continues.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

Troubleshooting single device

If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.

1. Turn it off and then on again.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

The troubleshooting steps differ depending on if you're testing with WiFi or the ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable. If possible, test both the WiFi and ethernet.

If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.

Comparing speed tests

To identify where the problem could be we recommend testing your speed on a device that is connected via WiFi and one that is connected via an ethernet cable. Compare both results to pinpoint the connection that is causing issues.

A few tips before starting the speed test

• Close all apps
• Only have one computer, tablet or mobile connected to the internet
• Select your nearest location, eg, Auckland, Wellington or Christchurch
• Repeat the test a couple of times to get an average speed

Doing a speed test

Click the link below and press GO. The application will now test your internet speed.

• PING: measures the latency of your modem to your selected location. A lower number means quicker communication and faster browsing times.
• DOWNLOAD: the download speed in Mbps. A higher number means faster inbound traffic.
• UPLOAD: the upload speed in Mbps. A higher number means faster outbound traffic.
  

Run a speed test

Spark's diagnostic tool

To automatically test your connection and your home network, use the Check connection tools in the Spark app. 

If you haven't registered for MySpark, you'll need to do this first. Register for MySpark

Check for a network outage

Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages

Check Spark plan

Check your Spark plan to make sure haven’t overused your monthly bandwidth, and are up to date with payments. Sign in to MySpark

Stop downloads or applications

Sometimes, when one device is downloading large files or running bandwidth heavy applications (eg, video streaming apps), internet can be slow on other devices.

Check if your internet speeds improve after closing downloads and applications.

Clear browser cache and cookies

Some browser settings can greatly impact your internet speed. In general, we recommend keeping your browser up to date and regularly clear the browser cache and cookies.

See our instructions on how to:

• Clear cache and cookies in Chrome
• Clear cache and cookies in Firefox
• Clear cache and cookies in Safari
• Clear cache and cookies in Internet Explorer

Check for viruses

Make sure you’re using up-to-date antivirus software. Viruses can slow your internet down. Learn more about staying safe online

Restart your modem

Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check the cables

It is important to check that the cables are plugged in properly. Ensure there are no loose connections.

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration.

Hardware related issue

If you can use the internet OK over WiFi, but it’s slow when using an ethernet cable, then the problem may relate to the hardware. Contact our customer support team on how to fix this.

These steps will cover troubleshooting for no internet on devices that connect over WiFi. We recommend running through these steps if you do not have devices capable of ethernet connectivity.

Restart your modem

Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check you're connected to the correct WiFi network

If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double check that you’re looking for the right name – the default name and password are on the sticker on the bottom of your modem. If you have changed the network name or password but forget what they are, a factory reset will restore the default name and password. 

Position of your modem

The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you're getting the most from your modem.

• Where possible, place your modem up high.
• Dense obstacles such as walls, floors, ceilings, hot water cylinders, aquariums etc. limit WiFi performance and range.
• Don’t place the modem near electronic devices such as microwave ovens, cordless phones or wireless transmitters like baby or room monitors – these can cause interference of your WiFi signal.
• Don’t place the modem in an enclosed space such as a cupboard, under or behind a desk or large item of furniture.
• If you want your WiFi coverage over a large area, try a WiFi extender or similar product.

Changing the WiFi channel

The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity. 

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. 

Spark has discovered a security vulnerability in one of our modems - Spark Smart Modem (VRV9517).

Our vendor has been investigating this vulnerability. They do not believe the risk could be exploited on our Spark modems. This is due to the specific build of our modems and our own testing supports this.

All Spark Smart Modems (VRV9517) connected to the Spark fixed broadband connections (ADSL,VDSL or Fibre) would have received an updated version of the software. This means as long as you are still with Spark you are not impacted and there is no action required from you.

If you are no longer with Spark and are still using the Spark Smart Modem, you can update the modem’s firmware manually.

Learn about the vulnerabilities this new firmware will resolve

• CVE-2021-20090
  
• CVE-2021-20091

How to upgrade the modem’s firmware manually:

1. Download the firmware to a storage device of your choosing. Download modem firmware
2. Connect the device that you’ve downloaded the firmware to the Spark Smart Modem via WiFi or Ethernet cable.
3. Log in to your modem. Learn how to log into your modem
4. Check the firmware version of your modem. Select the “Router Information” tab shown on the top navigation bar. The new firmware is 6.00.18.
5. If the firmware is an older version, you can proceed to update your modem.
   
   Select the “Administration” tab on the left navigation bar. Then select the “Firmware Upgrade” tab on the top navigation bar.
6. Click “Choose file” button to select the firmware file from your local file storage.
7. Click “Begin Upgrade” button and wait for the firmware to be updated.