My internet is not working and I’m on Fibre
In the event your UFB line stops working there are a number of steps to help work out where the issue lies. It’s important that you go through these steps, as most of the time internet troubles can be down to something easily fixable with your equipment.
If you’re having trouble with your internet, please make sure you have your modem hooked up to the ONT, and that both your Skinny Unlimited HG659 modem and the ONT are powered on. There’s a handy guide on the back of your modem box to help you with this!
You’ll need to have the blue WAN port on the back of your modem plugged into the ONT with an Ethernet cable. Note that only one port on the ONT will provide service. In most cases this is GE1 or LAN1, but could be other ports. If we’ve asked you to use a port other than number 1, make sure you’ve got your modem connected to this port.
Depending on where in NZ you live, the ONT at your place can look a bit different.
If you’re in a Chorus region, the ONT will look similar to this:
You want to see the Power and Optical lights on green, and the appropriate LAN light on orange. If you don’t see the lights as above please make sure you have both the modem and ONT plugged in and turned on.
If you’re in an Enable or UFF region the ONT could look similar to either of the below:
You want to see the Power and PON lights on green, and the appropriate LAN light on green. If you don’t see the lights as above please make sure you have both the modem and ONT plugged in and turned on.
If the Power light is off on the ONT, make sure you have the power cable connected, and plugged into a working power socket. If the ONT has a power switch on it, make sure it’s in the ON position. If you can’t get the Power light to turn on on the ONT, chat with us. Our care team is available 8am-7pm Monday to Friday, and 9am-5pm on weekends and public holidays.
If the Optical light is not green, or the LOS light is on please get in touch with us, as there may be an issue with the ONT, or the fibre cable to your address.
After the ONT is powered on and showing the correct lights you’ll need to check what the lights on your modem are doing. You want to make sure that the Power, WAN and Internet lights are all on solid green:
If your modem isn’t showing a solid green power light (and this will mean all lights are off, as above), make sure the powerpoint you have it connected to is working, and that the power switch is in the ON position. You can find the power switch on the side of the unit:
If your modem doesn’t show a solid green WAN light, please make sure there is nothing connected to the DSL port, and you have the blue WAN port connected up to the ONT via an Ethernet cable.
After you’ve got a solid green WAN light on your modem, check to see what the Internet light is doing. If your internet light is not on solid green after the modem and ONT have been on for 5 minutes, please factory reset the modem. You can do this by following the steps here.
After you’ve factory reset your modem, and the modem has turned back on you should have a solid green Power, WAN and Internet light. If you don’t get a solid green Internet light, please try connecting your modem to each of the LAN ports on the ONT for 5 minutes, and seeing if the Internet light on the modem turns on. If you can’t get the Internet light to turn on when the modem is connected to any port on the ONT, please chat with us below.
After your modem is showing a solid green Power, WAN and Internet light, you should be able to get online. Just make sure that your device (computer, tablet, etc) is connected up to the modem, either via an Ethernet cable to one of the yellow LAN ports, or via the wireless network from the modem. The default wireless information for the modem can be found on the sticker on the back.
If after trying all of the above you’re still having trouble getting online, chat with us and we'll help get it sorted. Our care team is available 8am-7pm Monday to Friday, and 9am-5pm on weekends and public holidays.