Frequently Asked Question

Imagine your Internet connection like a water pipeline. If water isn’t flowing, we first check: is the tap open and is the pipe intact?

Step 1: Confirm Power

• Check if your Internet device (router/CPE/ONU) is powered on.
• If it isn’t, switch it on.
• If it is powered, move to the next checks.

Step 2: If you receive connectivity via fiber technology, verify the fiber interface

• Look at your yellow fiber patch cords. These terminate either on your CPE or ONU. (Refer to images provided by NOC).
• Is the fiber interface light on?
• If UP: Reboot the device. Sometimes the system just “hangs.”
• If DOWN: Or if still no service after rebooting, escalate to NOC support.

Step 3: If you receive connectivity via microwave Or LTE technology, check the first port on your device

• Look at eth1 or ge-0/0/0 on your CPE.
• If UP: Reboot the device and reinsert the cable firmly.
• If DOWN: Confirm your outdoor unit is powered.
• Check if the adapter is plugged into a live socket.
• Confirm if the PoE adapter LED is lit.
• Reboot the outdoor unit by switching it off and on.

If this still fails, escalate to NOC support.