Atomic Support
Get help with your Fibre or WiFi
Do this first
Before opening a support ticket, please complete these standard troubleshooting steps. They often solve problems.
1. Check for maintenance or outages
2. Check cabling
Make sure the cables to your WiFi router and Fibre box are “clicked” into place and your fibre patch cable is not kinked or wound too tightly.
3. Check power
Check your WiFi router and Fibre box has stable power. Are all the indicator lights on?
4. Reboot your Fibre Box (ONT/CPE)
Check the indicator lights come on and the lights remain stable. Vumatel customers should leave the CPE powered off for 5 mins.
5. Reboot WiFi router
Check the indicator lights come on and the lights remain stable.
6. Check Fibre Box indicator lights
Wait ~ 5 minutes for the Fibre box to finish booting up and check if the lights on your fibre box (ONT/CPE) show an active fibre connection:
- Octotel – Red ‘PON’ light indicates a fibre fault
- Frogfoot – ‘Broadband’ light off indicates a fibre fault
- Vumatel – Green ‘F’ or Orange ‘FX’ light off indicates a fibre fault
- Openserve Green ‘PON’ off or red indicates a fibre fault
What to do next!
Report a Fibre fault
For the fastest way to fix a Fibre fault, please follow these steps when submitting a ticket.
If you have completed the first 6 troubleshooting steps above and your internet remains fully offline it’s probably a Fibre Line fault. The next step is to open a support ticket.
Please open a ticket by providing these details to us:
- Confirm you have restarted your devices and checked cabling. e.g. I have restarted and checked cabling.
- Provide your name, address and cellphone number
- Provide the Fibre network you are on.
- Include a photo of the fibre box showing the indicator lights or tell us what the indicator lights show e.g. PON is red.
- Email these details to support@atomic.co.za
Report degraded Fibre speeds
Please follow these steps so that we can investigate your degraded Fibre service.
Step 1: 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. You might need a USB dongle to do this. [Openserve customers can test with a laptop connected to the router or configure a PPPoE login on their laptop.]
Step 2: Make sure all VPN services are disabled.
Step 3: Check that your laptop has a Gigabit Ethernet port – or else you will see speeds below 100Mbps.
Report the degraded performance: Email your wired speed test results and a 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…” to support@atomic.co.za
⏱ Pings ➜ Are you a Gamer or noticing problems with Latency or Packet Loss?
🤓 Advanced ➜ If the items above don’t match your problem, read the full overview guide.
⚠️ Please understand ➜ Fibre networks will not accept WiFi speed tests for degraded Fibre performance. Sending a technician to your property to run wired speed tests is not included in the monthly fibre service fee, and does not help for intermittent issues. We understand modern laptops don’t have ethernet ports, so please consider buying an ethernet dongle.
Report degraded WiFi speeds or coverage
If your cabled speed tests are fine but you are seeing slow WiFi speeds on your phone or laptop it’s probably a WiFi problem.
Read this guide and then contact support@atomic.co.za with as much detail as you can and we will do our best to help.
If you would like help extending your WiFi coverage, please get in touch and we can explain the on-site consultation process.
Telegram Group Join the Atomic customer community on Telegram. This is a good place to ask if other Atomic customers notice a problem or maybe have advice for fixing something unrelated to your fibre service. We also share more technical info about the network in this group. If you have technical questions ask them here.
Fibre During Loadshedding
We’ve put together the ultimate guide to keep your Fibre and WiFi on during Loadshedding. Before you buy a UPS please check this guide, or ask us if the UPS you are looking at is compatible with your devices.
🚨 Please note:
We will do our best to report faults to the Fibre Network Operators as quickly as possible. Some problems take longer to pinpoint than others, and we may have to request more information from you.
We will also aim to provide as much help as we can within our scope of services, but in some cases additional costs may be incurred.
