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