If your internet connection isn't working as expected — or you've recently changed settings that caused issues — performing a modem reset can often fix the problem.

A reset restores your modem to its original factory settings, removing any custom configurations or saved Wi-Fi details.

When should I reset my modem?

You should only reset your modem if:

• You've tried restarting it and the issue persists.
• You've changed Wi-Fi names, passwords, or settings that caused instability.
• You're setting up your modem for a new provider (BYO setup).
• You've been advised to do so by Ezi Broadband Support.

A reset should always be a last step, as it will erase your current configuration.

Before you reset

Make sure you have:

• Your Ezi Broadband username and password (found in your activation email).
• Your Wi-Fi network name (SSID) and password (if you plan to use the same ones again).
• The time to reconfigure your modem (usually 5–10 minutes).

If your modem was purchased from Ezi Broadband, it will automatically reconfigure itself after a reset once connected to the network.

If you're using a BYO modem, you'll need to re-enter your PPPoE login details after the reset. See "How to activate using your own (BYO) modem" for setup instructions.

How to reset your modem

1. Locate the reset button — It's usually a small pinhole button on the back or underside of your modem. Look for a label that says Reset.
2. Press and hold the button — Use a paperclip or pin to press and hold for 10–15 seconds until the lights flash. Release the button and wait while the modem restarts.
3. Wait for the modem to reboot — The process usually takes 2–5 minutes. Lights will turn off and on again as it resets.
4. Reconnect and reconfigure — Once the modem is back on, reconnect your device via Wi-Fi or Ethernet. If prompted, log into your modem's web interface (192.168.1.1 or similar). Re-enter your Ezi Broadband username and password if required.

Your modem should reconnect automatically once the correct details are entered.

After the reset

• Reconnect your devices to your Wi-Fi network using the default credentials (found on the modem label).
• If you prefer your old Wi-Fi name or password, you can change them again in your modem's settings.
• Check your connection by opening a webpage or running a speed test.

If your internet light remains off or you can't reconnect, contact our support team for assistance.

Need help?

If you're unsure whether to reset your modem, or if you've reset it and can't reconnect, our technical team can verify your setup remotely and walk you through reconfiguration.

1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
3. Head over to the homepage of our help centre and submit a ticket.
4. Email us at support@ezibroadband.com.au
5. Call us on 132 EZI (132 394).