Frequently asked questions

Start with a full restart in this exact order:

1. Turn off your wireless router first
2. Unplug the power adapter from your ONU (the small white fibre box)
3. Wait 60 seconds
4. Plug the ONU power adapter back in and wait about 2 minutes for it to fully boot — watch for the signal LEDs to turn white
5. Power your router back on and wait another minute
6. Test your connection

After a restart, check the following:

1. Look at the signal LEDs on your ONU — they should be white. If any are amber, there is a fibre signal issue
2. Make sure the LAN cable between the ONU and your router is firmly plugged in at both ends
3. Check that the cable is not kinked, bent sharply or damaged
4. Log into the Client Zone to confirm your account is not suspended

An intermittent connection is usually caused by one of these:

1. A loose or damaged LAN cable between the ONU and your router — reseat or replace it
2. The ONU or router overheating — ensure they are in a well-ventilated spot, not inside a cabinet. The ONU operates best below 45°C
3. Too many devices active at once putting load on your router
4. Weather interference if you are on a wireless antenna connection — some degradation during heavy rain is normal

1. Run a speed test at fast.com while connected by LAN cable directly to the router
2. Restart your ONU and router using the steps above
3. Check how many devices are active — streaming, downloads and video calls all consume bandwidth
4. If on Wi-Fi, move closer to the router and retest

Your UFiber ONU has three types of LEDs — Power, Ethernet, and Signal (3 dots).

LED	State	Meaning
Power	White	ONU is powered on normally
Power	Off	No power — check the power adapter and outlet
Ethernet	White	LAN connection to your router is active
Ethernet	Off	No LAN connection — check the cable to your router
Signal (1–3)	All white	Good fibre signal — connection is healthy
Signal (1)	1 white only	Weak signal — contact us
Signal (1)	1 amber only	Signal too low — contact us
Signal (3)	3rd amber only	No fibre signal — contact us immediately
Signal	All off	ONU still booting — wait 2 minutes

Your ONU is powered by a standard power adapter plugged into a wall outlet. If all lights are off:

1. Check that the power adapter is firmly plugged into the wall outlet
2. Check that the other end is firmly connected to the ONU
3. Try a different wall outlet to rule out a tripped socket
4. Check if other devices in the same area have power

This means your router is working but is not receiving internet from the ONU. Check:

1. The LAN cable from the ONU to your router's WAN port is firmly connected at both ends
2. The Ethernet LED on the ONU is white — if off, the ONU is not detecting your router
3. Restart the ONU first, then the router
4. Try plugging a laptop directly into the ONU via LAN cable — if that works, the issue is with your router

Yes — any standard wireless router can be connected to the ONU's LAN port via an Ethernet cable. Your router's WAN setting should be configured to obtain an IP address automatically (DHCP). If unsure, contact us on WhatsApp and we'll guide you through it.

1. Place your router in a central, elevated location — not inside a cabinet or on the floor
2. Keep it away from microwaves, cordless phones and thick concrete walls
3. Use 5GHz when close to the router for faster speeds, and 2.4GHz for devices further away
4. Consider a Wi-Fi extender or mesh system if coverage is still poor

1. Make sure you are entering the correct Wi-Fi password — it is case sensitive
2. On your device, forget the Wi-Fi network and reconnect from scratch
3. Restart your router and try again
4. Test with another device — if others connect fine, the issue is specific to that device
5. Make sure the device isn't accidentally connecting to a neighbour's network

1. Restart your router and wait 2 minutes
2. Confirm the router has power and its lights are on
3. Check if your device can see other Wi-Fi networks nearby — if yes, your router may have lost its settings

Wireless antenna connections use a line-of-sight radio signal that can be affected by heavy rain, strong winds and dense cloud. Some degradation during severe weather is normal and typically resolves once conditions improve. If the issue continues after the weather clears:

1. Restart your router
2. Check that the antenna has not visibly shifted or been knocked out of position
3. Run a speed test at fast.com and note the result

Ubiquiti wireless antennas are powered over Ethernet (PoE) — they receive power through the LAN cable from a PoE adapter. If the antenna light is off:

1. Locate the PoE adapter — a small box with two LAN ports, usually near where the cable enters your home
2. Check that the PoE adapter is plugged into a working wall outlet
3. Make sure the LAN cable from the PoE adapter to the antenna is firmly connected
4. Try a different wall outlet for the PoE adapter

Moving the router should not affect your connection as long as the cable is still connected. Check:

1. The LAN cable from the antenna or ONU is plugged into the WAN port on your router — not a LAN port
2. The cable has not been stretched, bent sharply or disconnected
3. Restart the router after reconnecting all cables

Services are suspended when an invoice becomes overdue. To get reconnected:

1. Make your payment via our Quick Pay page using Stripe or bank transfer
2. Send your payment confirmation to us on WhatsApp
3. We will restore your service as soon as payment is confirmed — usually within the hour during business hours

1. If you paid by bank transfer — we need your confirmation screenshot on WhatsApp to process it
2. If you paid by Stripe — send us your payment confirmation email on WhatsApp and we'll look into it

We accept two payment methods:

1. Stripe — pay securely by card via our Quick Pay page. Instant confirmation.
2. Bank transfer — Republic Bank, account name Blue Broadband, account number 520041236001. Include your full name in the description then send screenshot to WhatsApp.

All your invoices are available in the Client Zone. Log in to view, download and print all past and current invoices. If you don't have your login details, contact us on WhatsApp.