Let's get your internet up and running! Before beginning the troubleshooting process, please check our Networks Status page to see if there are any known outages in your area.
The best way to identify where problems are with broadband connections is Isolation testing, so we as you to remove/check as many factors within your home to identify if the issue is with the modem or network outside your home.
Check 1: What lights are on?
There is an easy way to tell if there is a problem with your fibre connection and that is by the lights on the Fibre box (ONT) and the lights on the Modem
Lan 1: Green (solid/flickering is fine)
If all the lights are showing as mentioned above your fibre connection to the ONT is good, Next is checking the modem.
Note: if the Optical/PON light is Red or off then there is a problem with the fibre line Contact us to investigate and get a fault logged if needed.
These lights are what appear on the flip provided modem (but third party modem/routers should have similar lights)
Power: Solid Green
WAN: Green (solid/flickering is fine)
Internet: Green (solid/flickering is fine)
LAN 1/2/3/4: These will be green if you have a device connected via ethernet (solid/flickering is fine)
Wifi 2.4 & 5: Green (solid/flickering is fine)
Check 2: Power cycle modem/router
This one is simple, just flip off the power to your modem (leave for 30 seconds) then power it back on wait for the lights on the modem to come back on and show green (the main lights to worry about are Power, WAN, Internet, need to be on and green)
once all the lights are back, try browsing the internet to see if the problem persists.
Check 3: Check Ethernet Cables
Cables can degrade/become faulty, or even just come loose sometimes, so it is best to check these are connected properly and aren't damaged
It's a simple enough check to carry out on fibre as there will be one ethernet cable from LAN 1 on the ONT to the WAN port on the modem/router. All you have to do is unplug both ends (wait at least 30 seconds) and re-plug the cable into both ports again. the LAN 1 on the ONT and the WAN port on the modem should both come back green.
If you don't have any success (no LAN or WAN lights showing up) the next step is to try another cable
Check 4: Test through Ethernet
Wireless is great, most people use this to connect nowadays, but due to this it means your wireless has to compete with a range of things to get the connection to your device (including your neighbour's WiFi)
so to rule out wireless interference all we need to do is connect a device through an ethernet cable directly plugged into a LAN port on the back of your modem/router
While connected via ethernet, try browsing the internet to see if the problem persists, if you are able to browse the internet then it means you have a wireless network issue, in which case you need to follow the Wireless Troubleshooting Guide instead.
Check 5: Test multiple devices
Sometimes the device you are using could be having trouble connecting, easiest way to tell if it's your device is to try another one, if other devices are able to connect and use the internet then it's likely an issue with your device, to resolve the device we recommended contacting the manufacturer as they will be able to troubleshoot with you on the device specifically.
What should I do now?
If you find that you’ve performed all these steps, and you haven’t found a possible cause for your broadband issue, contact our team. We will complete some final checks before reporting a fault.