Fibre
No Fibre internet access
Follow the steps below to troubleshoot your internet connection.
- Check and ensure that both the CPE/ONT and the router are properly connected to the power mains and switched on. The power light should be lit on both devices. (If you have Vuma Reach Fibre, you'll have a single device that serves as both the ONT and router.)
- Consult our Network Status page to check if there is a network outage in your area affecting your connectivity.
- Check if the LOS/ALM light (depending on the vendor) is lit or flashing red on the CPE/ONT device. If it is red, the ONT device is not receiving the fibre optic signal.
Check that the small fibre optic cable (typically yellow, white, or black) connected from the wall box to the ONT device is properly connected and does not have sharp bends and is not entangled, as this may block the fibre optic signal.
Disconnect the CPE/ONT’s power supply and wait for 10–20 minutes for the ONT’s internal cache to clear. Reconnect the CPE/ONT to the power supply.
If the light remains red, contact our support team to log a fault. - Check if the internet/status/broadband/PON/F light (depending on the vendor) is lit and stable. Disconnect the CPE/ONT’s power supply and wait for 10–20 minutes for the ONT’s internal cache to clear. Reconnect the CPE/ONT to the power supply. If the issue persists, please contact our support team.
- Ensure that the LAN/Ethernet cable connection between your router and ONT is securely in the correct ports. If your ONT device has more than one LAN port, the corresponding number will be lit. If your ONT device has only one LAN port, you will see either a LAN or Ethernet light on it. It is normal for this light to blink from time to time.
- Test if your router may be the cause of the issue. Unplug your router completely and connect your computer directly to the ONT with a LAN cable in the 1st LAN port of the ONT. Try to access activate.afrihost.com from your laptop computer once plugged directly into the ONT. If you can connect to the internet successfully, plug your router back into the ONT.
What is a Fibre ONT/ CPE?
If you would like to know more about What is a Fibre ONT/ CPE and where should it be installed?, please read our Help Centre article for more information.
Troubleshoot the ONT.
If you would like to know more about ONT lights and their meanings, please read our Help Centre article for more information.
What are the possible causes of Fibre issues?
- 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.
Slow Speeds?
If you are experiencing slow speeds, please read our Slow Fibre speeds article for some troubleshooting tips.
Get Support.
If you would like to know How to log a support ticket, please read our Help Centre article.
Still Need Help?
If you require further assistance please see the various Afrihost Help Support Channels available to you.