Experiencing internet issues? Let's walk through some troubleshooting steps to get you back online.
For Wireless Connections
If you're using a wireless link, follow these steps:
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Check Power to Microwave Radio: Locate the small black or white box where the black cable from your roof antenna is connected. This box has two ports: LAN and POE. Ensure the black cable is plugged into the POE port. Look for a light on the box – if it's on, your radio is receiving power.
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Inspect Router Connection: Follow the cable from the LAN port of the radio box to your Wi-Fi router. This cable should be connected to a port labeled "WAN" or "Internet" on the router. Ensure it's securely plugged in.
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Verify Router Power: Check if your router has power. Look for indicator lights, including at least one for WAN or Internet connectivity and one for power. Most router models will have these lights.
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Check Device Connectivity: Ensure your phone, laptop, or other devices are connected to the router's Wi-Fi network. If your router has been reset to factory defaults, your usual Wi-Fi network name may have changed. Look for unfamiliar network names like "Cudy_2jdda" or "Tenda_1b2n" instead.
For Fibre Connections
Follow these steps:
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Check Power and LOS Light on ONU: Locate the Optical Network Unit (ONU), usually a small white box where the fibre cable connects. Firstly, ensure the ONU is powered up. Look for a LOS (Loss of Signal) light, or an Alarm light – if it's on, there may be a fibre break. Please contact support for assistance.
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Inspect ONU Connection to Router: If the ONU is powered up and there's no LOS light, there should be a LAN cable connecting the ONU to your Wi-Fi router. Ensure this cable is securely plugged into the WAN or Internet port on the router, often indicated by a different colour.
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Verify Router Power: Check if your Wi-Fi router is powered on and functioning correctly. Look for indicator lights indicating power and internet connectivity.
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Device Connectivity: Confirm that your devices are connected to the router's Wi-Fi network. If your router has been reset to factory defaults, your usual Wi-Fi network name may have changed. Look for unfamiliar network names like "Cudy_2jdda" or "Tenda_1b2n" instead.
If your router has defaulted please check for the Reconfiguring My Router Articles
Contacting Support
If you've gone through these steps and still have issues or are unable to reconfigure your router, then please contact support for further assistance. Be sure to provide them with details of the troubleshooting steps you've taken, this will speed up the resolution and get you back on line sooner.
