No internet connection at all

When the internet stops completely, there’s a logical order to checking things that finds the cause fastest. This is the sequence our own technicians follow.

Work through it from the top. Don’t skip ahead — the early steps are quick and eliminate the most common causes.

1. Check for a known outage

Before touching anything, look at our network status page on your phone’s mobile data. If your area is listed, we already know and are working on it.

2. Establish the scope

• Is it every device, or just one? If everything else works, the problem is that one device.
• Does a cabled device work? If yes, the connection is fine and the problem is your Wi-Fi.
• Can you reach the router’s admin page? If yes, your local network is fine and the problem is upstream.

3. Check power and lights

1. Confirm both units are powered. The ONT (or wireless radio) and the router should both have lights on.
2. Check the wall socket. Try a different socket, or test the socket with something else. Failed adapters and dead sockets are more common than people expect.
3. Look at the ONT lights. Power should be solid green, PON solid green, LOS completely off. A red LOS light means a line fault — see our fibre troubleshooting guide and report it.
4. Look at the router lights. The internet or WAN light should be lit. If it’s off, the router isn’t receiving a feed.
5. Photograph the lights before changing anything. It’s the most useful thing you can attach to a fault report.

4. Restart everything, in the right order

Order and timing matter here more than people expect. Restarting both units simultaneously is the reason many reboots appear not to work.

1. Unplug both the ONT and the router from the power. Unplug them — don’t just use the power switch.
2. Wait 30 seconds. This lets capacitors discharge and the session clear at our end.
3. Plug the ONT back in first. Wait two full minutes for its lights to settle. Be patient — this step is routinely rushed.
4. Only then plug the router back in. Give it another one to two minutes to start fully.
5. Test on a cabled device before testing Wi-Fi.

5. Check the cables

• The network cable between the ONT and router should click firmly into both ends.
• It must go into the router’s WAN or Internet port — usually a different colour from the LAN ports.
• Try a different network cable if you have one. Cables do fail, particularly where they’ve been pinched behind furniture.
• Check for visible damage to any cable, especially where it enters the building or runs along a wall.

6. Check your account

A suspended account looks exactly like a technical fault from the customer’s side. Log in to the client portal or check your email for any notice about an unpaid invoice. If the account has been restricted, see failed payments and reconnection.

7. Report the fault

If you’ve worked through all of the above and you’re still offline, it’s time for us.

• A photo of the ONT and router lights
• When the problem started
• Whether all devices are affected
• Whether a cabled device works
• Everything you’ve already tried
• A phone number we can reach you on today

Log the fault here. If you’re a business or enterprise customer and completely offline, phone us instead — it’s faster.