No internet? Let’s sort that out!
Check Your Account First
Before diving into the tech stuff, make sure your account’s all paid up. If there’s an outstanding balance or you’ve missed a bill, your service might be disconnected. Head over to our customer portal to check your account status.
Is the account up to date? Follow These Steps:
Step 1: Check Your ONT
First off, take a look at the lights on your ONT (that’s the white box on the wall). You’re looking for green lights for power, 10GE, and optical. If any of these are red or off, double-check the cables are snugly plugged in.
Step 2: Check Your Router
Next up, your router. Whatever model you’ve got, you should see a solid green light on it somewhere.
- No lights at all? Your router might not be getting power. Make sure the cables are fully plugged in and the switch is on. It happens more often than you’d think!
- Red light? You’ll need to double-check all the cables are firmly plugged in and in the right spots. Head to your ONT and find the port labelled ‘LAN1’ – there should be a cable there. Follow it back to your router and make sure it’s plugged into the WAN port (the one with the little globe icon).
Step 3: Power Cycle
Still no connection? Time for a good old-fashioned reboot. Turn off both the ONT and the router at the plug for a full 60 seconds. Then, switch them back on and test your connection.
Still No Luck?
If you’re still offline after these checks, don’t worry. Our support team is here to help. Get in touch with us so we can get you back online.
Need to get in touch?
You can reach out to us via Live Chat by clicking the red chat button in the bottom right corner. Or head over to our Contact Us page. We're here to help, just give us a shout.