Basic Troubleshooting for Customer - Last Updated: 17/04/2025

Category: Self-Help Guide
Updated: April 2025

   Facing No Internet or Link Down? Try These First Before Calling Helpdesk:

Before reaching out to your Internet Service Provider (ISP), follow these simple steps. Most issues can be resolved quickly with a few basic checks.

  1. Check Power Connection

• Ensure your router, ONU (Optical Network Unit), or Media Converter is properly plugged in.

• Confirm the power light is ON and stable.
  
  

 2. Check Light Indicators on the Device

• PON Light (Fiber link): Should be green and stable.

• LOS Light (Loss of Signal):

  • If blinking red, your fiber signal may be disrupted.

  • If off, that’s a good sign.

• LAN Light: Should be blinking if the connection is active.
  
  

   3. Inspect the Cables

• Confirm the Ethernet/UTP cable from the device to your PC or router is:

  • Properly connected

  • Not damaged or loose

• Try reconnecting both ends or using another cable if available.
  
  

  4. Restart Your Device

• Power off your router or ONU.

• Wait 15-30 seconds, then turn it back on.

• Give it 1-2 minutes to reboot and check the internet again.
  
  

   5. Test on Another Device

• Try connecting with a different computer or mobile device.

• If the second device works, the issue may be with your original device.
  
  

  Still Not Working? Contact Your ISP Helpdesk

If none of the above solves the issue, please contact our 24/7 Helpdesk.
Keep the following ready:

• Your account number / customer ID

• Location

• A summary of what you already tried

We'll take it from there and get you back online as soon as possible!