This guide will take you through some initial troubleshooting steps to follow when your fibre service is not working correctly.
If these do not help, please contact our Customer Services Team on 01376562002 or at [email protected]
- Ensure your router is connected correctly and securely
Your router's power cable should be connected to the back of the router and the fibre cable should be connected to the green port on the back of the router.
Carefully remove each of these and reconnect them. You may gently blow into the fibre cable and its port to ensure no dust is causing disruption.
- Ensure your router is powered on
Your router should have at least a power light visible. If there are no lights, ensure the router is plugged into a wall socket, attempt to power the router on, and/or test a different wall socket.
If the lights are acting differently to normal, you could consult our Troubleshooting Guide on the Diagnostic Lights to determine what might be wrong.
- Ensure you can see your WiFi name
If you are unable to see your WiFi there could be an issue with your router or its configuration, or the WiFi could be disabled.
- Ensure there is no obvious damage to any of your equipment
Any physically damaged equipment is likely to stop working correctly. If this is something like an Ethernet cable, you can swap this out for a new one.
If you perceive any danger, please disconnect the equipment in question from power immediately.
