1. Verify that the router and the CPE/ONT are turned on and correctly connected to the power supplies. Both devices should have their power lights on. (You will have a single device that functions as both the ONT and router if you have Vuma Reach Fibre.)

2. To see if there is a network outage affecting your connectivity in your location, visit our Network Status page.

3. Verify whether the CPE/ONT device’s LOS/ALM light is illuminated or flashing red, depending on the manufacturer. If it is red, the fibre optic signal is not reaching the ONT device. In order to prevent the fibre optic signal from being blocked, make sure the small fibre optic cable—usually yellow, white, or black—that connects the wall box to the ONT device is correctly connected, free of sharp bends, and not twisted. After disconnecting the CPE/ONT’s power source, give the internal cache of the ONT ten to twenty minutes to empty. Reattach the power supply to the CPE/ONT. To report a problem, get in touch with our support staff if the indicator stays red.

4. Verify the stability and brightness of the internet, status, broadband, PON, and F lights (depending on the vendor). After disconnecting the CPE/ONT’s power source, give the internal cache of the ONT ten to twenty minutes to empty. Reattach the power supply to the CPE/ONT. Please get in touch with our support staff if the problem continues.

5. Make sure the LAN/Ethernet cable is firmly inserted into the appropriate ports between your router and ONT. The appropriate number will be lighted if your ONT device has multiple LAN ports. You will notice either a LAN or Ethernet light on your ONT device if it has only one LAN connector. The occasional blinking of this light is typical.

6. Check to see if the problem is with your router. Completely unplug your router, then connect your PC straight to the ONT (follow the instructions in the “How to do a direct dial up(Windows)” guide).

• You may be connected to a faulty port.
• A Fibre optic cable can bend, twist, or wind causing a disconnection.
• The cable may be stretched which will result in damage to the cable.
• The cable connectors may not be fitted properly.
• Some problems may not be immediately evident to the naked eye especially when the Fibre cable is damaged internally.
• If the lights on the CPE/ONT are not on, there could be a problem with the device or link.