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Technical support guide
To help us resolve your issue as quickly as possible, please try these three simple steps before contacting support.
Restart your equipment
Power-cycle all your devices to clear up most connection issues — the ONU/fibre box, router, switches, Wi-Fi access points, and any repeaters or extenders.
Turn everything off, wait 30 seconds, then power back on — starting with the ONU/fibre box.
Send us a clear photo
A clear photo of your ONU/fibre box with the indicator lights visible tells us a lot before we even start troubleshooting. Look for PON, LOS, LAN and Internet lights.
If the Internet light on your ONU is on, your fibre connection is most likely working correctly — the issue is likely your Wi-Fi network. Try rebooting your router, access points, repeaters or extenders first.
Test with a direct cable
Where possible, connect a laptop directly to the ONU using a LAN/Ethernet cable — not Wi-Fi.
This helps us determine whether the issue is with your fibre connection or your Wi-Fi network, before we even pick up the phone.
Before you contact support
Completing these steps first helps our team diagnose your issue immediately — no back-and-forth, and a faster resolution for you. Thank you!