Fibre Troubleshooting - Is your Fibre / Internet Down?

When your fibre internet is down, there are a few things you can check. Let's go through a quick process of elimination.


As with any internet connection, the lights on your router can give you an indication of what the cause for the connection being down could be.


On the ONT (which is the box installed in your home by the Fibre provider), the lights to look out for will be one of the following...


Openserve - PON & LOS lights

Vumatel - FX or PON & LOS lights

Frogfoot -  Optical 

Octotel - Internet


*If you find any of these lights are off or flashing red, you might be experiencing a break on the physical network. 

This might require a visit from the network provider, so please give us a call on 086 000 9500, option 3.


On your Router you'll always have to check your Internet light, this light should be either flashing or solid green.


If it's Red or Off, the router configuration might have to be checked or you might just require a restart on the router, ONT or both.


Let's have a look into the troubleshooting steps you'd have to take  to resolve an issue where your fibre seems to be down (no internet).


Red light on ONT...

  1. Restart ONT
  2. Power cycle ONT (switch off/unplug power for 60 seconds)
  3. If no luck, try checking our Network status page for any outages in your area https://www.webafrica.co.za/networkstatus/ 
  4. Give us a call on 086 000 9500 and select option 3 or send us an email on support@webafrica.co.za


Red/Off Internet light on the Router...

  1. Restart router
  2. Check LAN cable (usually yellow in colour) between the WAN port (usually blue in colour) on the back of your router and the LAN 1 port on the ONT - Always connect to LAN 1 on your ONT
  3. Try alternate the LAN cable between router and ONT
  4. Log into your router's web interface and check the PPP/network settings. This process is based off the router you are using, it would be best to try using the manual to get this checked
  5. Make sure that the user name and password is correct on your router's PPP/network settings
  6. If you still have no luck, try checking our Network status page for any outages in your area https://www.webafrica.co.za/networkstatus/ 
  7. Give us a call on 086 000 9500 and select option 3 or send us an email on support@webafrica.com

 

Green Internet light on Router...

  1. Restart router
  2. Test on alternate device (Smartphone, Tablet, Laptop, Computer) - to confirm that the problem is not simply isolated to the particular device itself
  3. If the issue exists specifically on only one device, try restarting the device or disconnect from your network and reconnect (Unplug LAN cable or switch WiFi off and back on)
  4. Log into your router web interface and check the PPP/network settings. This process is based off the router you are using, it would be best to try using the manual to get this checked
  5. Make sure that the user name and password is correct on your router's PPP/network settings
  6. If no luck, try checking our Network status page for any outages in your area https://www.webafrica.co.za/networkstatus/ 
  7. Give us a call on 086 000 9500 and select option 3 or send us an email on support@webafrica.com


If you're confident enough, performing a hard reset on your router might also help with the last 2 sections.

Keep in mind that after performing the reset, you'll have to reconfigure your router to reconnect.

If you're not having any luck please feel free to either give us a call on 086 000 9500 or pop us an email on support@webafrica.com


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