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

Step 1

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

Step 2

Check that the lights on your fibre box (ONT) show an active fibre connection: Green ‘PON’ light for Octotel, or Green ‘Broadband’ light for Frogfoot.

Step 3

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