If you are experiencing internet problems, like slow, intermittent or no internet please complete the following three standard troubleshooting steps:

Step 1

Check if there are any planned or unplanned maintenance or outages that might affect your line on status.atomicaccess.co.za. Please subscribe to receive network alerts so you know ahead of time of scheduled maintenance and quickly for unplanned maintenance.

Step 2

Reboot your router and fibre box (ONT/CPE) and check your cabling and power adapters. Make sure everything is “clicked” into place.

Step 3

Check that the lights on your fibre box (ONT/CPE) show an active fibre connection

• Green ‘PON’ light for Octotel
• Green ‘Broadband’ light for Frogfoot
• Green ‘F’ or Orange ‘FX’ light for Vumatel

Step 4

Connect a laptop directly to your fibre box (ONT) with an Ethernet cable and test your speeds at: http://speedtest.co.za – this test will rule out problems with Wi-fi. Ideally, test in both peak and off-peak times (before 17:00). Remember to do all tests with cable directly in the ONT.

If you still have internet problems, please email us the following:

• Screenshot or photo of your speed test result (from speedtest.co.za)
• Photo of your fibre box lights
• Details of which fibre network you are on, and your general location
• Summary of the problem, for example: “download speeds are slow in the evenings, but seem fine in the day” or “After loadshedding I often notice the following problem…”

Get Alerts

If the above steps do not resolve your problem, there might be an outage affecting your fibre service. Please take a look at our alerts channels. We keep our customers updated as quickly as we can through the alerts channels