Customer Details
Service Details
Try restarting your Fibre Box and WiFi router as a first troubleshooting step.
Thanks for confirming - that's a great first step!
Octotel Fibre Box Lights
Your Fibre Box is getting power. No problems there.
Your Fibre Box is not getting power. Check your ONT is plugged in and getting mains/UPS power.
Green PON light suggests your fibre connection is fine.
Red PON light suggests a Fibre Fault. Restart ONT, and check thin fibre cable is not kinked.
No flashing ETH light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Blinking means data is flowing between the fibre box and WiFi router.
Octotel Fibre Box Lights
Your Fibre Box is getting power. No problems there.
Your Fibre Box is not getting power. Check your ONT is plugged in and getting mains/UPS power.
Green PON light suggests your fibre connection is fine.
No PON light suggests a Fibre Fault. Restart ONT, and check thin fibre cable is not kinked.
Flashing PON light suggests your ONT is registering to the OLT. If PON light continues to flash, continue creating a ticket.
Solid LOS light PON light suggests a fibre fault Restart ONT, if it stays off, continue opening the ticket
This is normal, no action required
Fibre not connected properly. Check fibre patch cable, restart ONT. If it continues to flash, continue creating this ticket.
No flashing ETH light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Blinking means data is flowing between the fibre box and WiFi router.
Frogfoot Fibre Box Lights
Your Fibre Box is not getting power. Check your ONT is plugged in and getting mains/UPS power.
Your Fibre Box is getting power. No problems there.
Potential Fibre Fault. Please restart ONT, and check thin fibre cable is not kinked. If it stays off contact support.
Green Broadband light suggests your fibre connection is fine.
Green service light suggests your internet connection is fine.
No ISP connection - Please let us know.
No flashing ETH light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Blinking means data is flowing between the fibre box and WiFi router.
Vuma VX Fibre
Your Fibre Box is not getting power. Check your Fibre Box is plugged in and getting mains/UPS power.
Your Fibre Box is getting power. No problems there.
Potential Fibre Fault. Please restart Fibre box, and check thin fibre cable (if visible) is not kinked. If it stays off contact support.
Green F light suggests your fibre connection is fine.
No 1light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Green 1 light means data is flowing between the fibre box and WiFi router.
Vuma Raycore
Your Fibre Box is getting power. No problems there.
Your Fibre Box is not getting power. Check your Fibre Box is plugged in and getting mains/UPS power.
Potential Fibre Fault. Please restart Fibre box, and check thin fibre cable (if visible) is not kinked. If it stays off contact support.
Orange Fx light suggests your fibre connection is fine.
No LAN 1 light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Green LAN 1 light means data is flowing between the fibre box and WiFi router.
Vuma/SADV Fibre Box Lights
Your Fibre Box is not getting power. Check your ONT is plugged in and getting mains/UPS power.
Your Fibre Box is getting power. No problems there.
Potential Fibre Fault. Please restart ONT, and check thin fibre cable is not kinked. If it stays off contact support.
Green Broadband light suggests your fibre connection is fine.
Green service light suggests your internet connection is fine.
No ISP connection - Please let us know.
No flashing ETH light indicates no data connection. Check network cable between ONT and WiFi router is clicked in and the WiFi router is powered on.
Blinking means data is flowing between the fibre box and WiFi router.
Openserve Fibre Box Lights
Openserve ONTs may differ, your will typically find 4 lights on an ONT: Power, Ethernet/LAN, Optical/Broadband and Alarm.
I don't know
How can we help?
🚨 Please answer calls from unknown numbers until the support ticket with the fibre network has been resolved. The fibre networks will usually phone you to schedule a time for a repair. Please send us extra contact numbers if needed.
