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Internet Connection Is Down

  • Updated

If your internet service is down or unstable, follow the steps below to quickly identify common issues. If the problem persists, you’ll be ready to log a fault with the right information so Support can assist faster.

Step 1: Confirm the impact

  1. Check if the issue affects:
    • One device (e.g., only a single laptop), or
    • Multiple devices / the whole site
  2. If only one device is affected:
    • Try another Wi‑Fi network (if available)
    • Restart the device
    • Forget/reconnect to Wi‑Fi (if applicable)

Step 2: Check power and cabling

  1. Ensure power is on for:
    • Router / firewall
    • Fibre ONT (if you have fibre)
    • Switches (if your LAN is involved)
  2. Check the physical connections:
    • WAN cable connected properly
    • Ethernet cables seated firmly
    • No visible damage to cables

Step 3: Check indicator lights (quick guide)

Look at the lights on your router/ONT and note anything unusual.

Typical indicators to check:

  • Power: should be solid
  • Link / WAN / Internet: should be on or blinking normally
  • LOS / Alarm / Red light (ONT): often indicates a fibre signal issue
  • LAN ports: should show activity if devices are connected

If you see a red/LOS light, this is important to mention when you log a fault.

Step 4: Restart equipment (in the right order)

  1. Power off:
    • Router / firewall
    • ONT (or modem)
  2. Wait 30 seconds
  3. Power on ONT/modem first
  4. Wait 2–3 minutes
  5. Power on the router/firewall
  6. Wait 3–5 minutes and test again

Step 5: Test connectivity

If possible:

  • Try to browse to 2–3 different websites
  • Try a speed test (if you can reach the internet)
  • If you have IT staff, ask them to check whether the WAN interface is up and whether the public IP is reachable.

Step 6: What to include when logging a fault (so Support can act fast)

Please provide:

  • Company name
  • Site/location (branch name/address)
  • Best contact name & number
  • When the issue started (approx. time)
  • Is it fully down or intermittent/slow?
  • Any error messages
  • Indicator lights status (especially LOS/red light)
  • Any troubleshooting already done (restart, cabling checks, etc.)