FAQ & Troubleshooting

General Information

• What is Fiber Optic Internet? Fiber optic internet uses light signals to transmit data through thin strands of glass or plastic. It provides fast, reliable internet with low latency.

• What is an ONU (Optical Network Unit)? The ONU converts fiber optic signals to electrical signals for your home network, connecting your fiber line to your Wi-Fi router or devices.

Troubleshooting

• No Internet Connection:

  1. Check the ONU power and lights. Make sure it's plugged in and powered on.

  2. Check fiber optic cables. Ensure the fiber cable is securely connected to the ONU.

  3. Restart the ONU. Unplug it for 30 seconds, then plug it back in.

  4. Contact Support. If the issue persists, check for an outage in your area or contact ISP support.

• Slow Internet Speed:

  1. Check your Wi-Fi signal. Move closer to the router to see if speed improves.

  2. Test a wired connection. Connect a device directly to the ONU using an Ethernet cable for accurate speed testing.

  3. Reduce network congestion. Too many devices or heavy usage may slow things down.

  4. Run a speed test. Check if the speed matches your plan. If it’s too slow, contact support.

• ONU Blinking Red or Orange:

  • Red Blinking Light: Usually indicates a problem with the fiber signal. Reboot the ONU and check cables. If it persists, contact support.

  • Orange Blinking Light: This often means the ONU is trying to connect. Wait a few minutes, then check again.

• ONU Not Turning On:

  1. Check the power source. Make sure the power cable is connected properly and the outlet works.

  2. Inspect for damage. Check if the ONU is physically damaged.

  3. Contact Support. If it still doesn’t work, you may need a replacement.

Wi-Fi Setup & Issues

• Setting Up Wi-Fi:

  1. Log into your router. Use a browser and type in the router's IP address (usually 192.168.1.1).

  2. Set Wi-Fi name and password. Change the SSID and password for your Wi-Fi network.

  3. Save settings. After saving, your Wi-Fi should be ready to use.

• Weak or Intermittent Wi-Fi Signal:

  1. Router placement matters. Place your router in a central location, away from walls or large metal objects.

  2. Reduce interference. Other electronics like microwaves can disrupt Wi-Fi. Try moving your router away from them.

  3. Use 5GHz Wi-Fi. If your router supports dual bands, use the 5GHz band for faster speeds, especially in less crowded areas.

• Wi-Fi Not Connecting:

  1. Reboot your devices. Restart the ONU and the router.

  2. Check Wi-Fi settings. Ensure the network name (SSID) and password are correct.

  3. Try a different device. See if another device can connect to the Wi-Fi. If so, the issue may be with your device.

Additional Support

• How do I contact customer support?
  You can reach us by phone and whatsapp at 462-5817.

• Do I need a technician for installation?
  A technician will typically be sent to your home to install and set up the ONU and fiber connection. If you experience any issues post-installation, we’ll provide remote or in-person support as needed.