If you think your Fibre internet is not working, here are some simple steps to figure out what might be causing the problem.

Step 1: Check for Outages First, visit the Network Status Page to see if there are any reported outages in your area. This will let you know if the issue is widespread or specific to your connection.

Step 2: Check Router Lights Look at the lights on your router, which is the device that connects you to the internet. You need to pay attention to specific lights based on your internet provider:

• For Openserve: Check the PON & LOS lights.
• For Vumatel: Check the FX or PON & LOS lights.
• For Frogfoot: Check the Optical light.
• For Octotel: Check the Broadband light.

What Do the Lights Mean?

• If any of these lights are off or flashing red, there might be a problem with the physical network. You should contact Site Essence through Live Chat for assistance.

Step 3: Check Internet Light on Router On your router, there should be an “Internet” light. It should either be flashing or solid green. If it’s “red” or “off,” it indicates an internet connection problem.

How to Resolve Router Issues:

• First, try restarting the router. Sometimes, a simple restart can fix the problem.
• Check the LAN cable (usually yellow) that connects your router’s WAN port (usually blue) to the LAN 1 port on the Fiber ONT box installed by your provider. Always use LAN 1 on the ONT.
• If the issue persists, consider changing the LAN cable between the router and the ONT.
• You may need to log into your router’s web interface and check the PPP/network settings. The process varies depending on your router, so refer to the manual for instructions.
• Make sure that the username and password entered in your router’s PPP/network settings are correct if you use PPPoE to connect.
• If you’re still experiencing issues, visit our “network status” page to check for outages in your area.
• If you’re comfortable doing so, a hard reset on your router could help. Keep in mind that you’ll need to reconfigure your router after the reset.
• After turning your router back on, your connection should reboot within a minute or two.
• If the problem persists, go through the “Network Settings” on your router to reconfigure it and test the connection again.

By following these troubleshooting steps, you can identify and fix common issues with your Fiber internet connection. If you’re unsure or the problem persists, don’t hesitate to contact our Support Team via Live Chat for further assistance.