How to Troubleshoot Fiber Internet Outage: Step-by-Step
Experiencing a fiber outage can be frustrating, especially when you rely on internet services for work, entertainment, or communication. This guide will provide you with step-by-step troubleshooting tips to identify and potentially resolve common fiber internet issues. By following these instructions, you may be able to restore your service without the need for professional assistance.
Adtran
Your unit may look like one of the following:
- Take a look at your ONT (Modem) and check if there are any lights on the unit. This unit should be a flat, black, or white box.
- If there are no lights, please check the unit for power, by examining both ends of the power cable and ensuring the power button is in the correct state (Pushed In). You may also need to verify the outlet is receiving power.
- If there is a red light in the secondary slot, notated by the symbol "
" or "Optical" this could mean there is a fiber issue.
- If there is a red light, please check the yellow fiber patch cable connected to the back of the unit.
- Ensure this cable is plugged into The ONT and the white "Clamshell" on your wall.
- Examine the cable for any kinks, crimps or damage.
- If the cable looks healthy, reboot the ONT by disconnecting the unit from power for 20 seconds, then plug it back in.
- If you are still receiving a red Optical light, we will need to dispatch a service technician to restore the service.
For immediate assistance, please speak with us at chat.ideatek.com, or by phone at (620) 543-5555. To submit a ticket, email: help@ideatek.com.Calix
Your unit may look like one of the following:
- Take a look at your ONT (Modem) and check if there are any lights on the unit. This unit should be a flat, black box. Refer to the images above.
- If there are no lights, please check the unit for power, by examining both ends of the power cable. You may also need to verify the outlet is receiving power.
- If there is no light in the broadband slot, this could mean there is a fiber issue.
- If there is no light, please check the yellow fiber patch cable out of the back of the unit.
- Ensure this cable is plugged into The ONT and the white "Clamshell" on your wall.
- Note: Some older installs may not have this cable and have a direct fiber connection. If you do not have this cable, you will need to contact us to setup a dispatch to repair.
- Examine the cable for any kinks, crimps or damage.
- If the cable looks healthy, reboot the ONT by disconnecting the unit from power for 20 seconds, then plug it back in.
- If you are still receiving no broadband light, we will need to dispatch a service technician to restore the service.
For immediate assistance, please speak with us at chat.ideatek.com, or by phone at (620) 543-5555. To submit a ticket, email: help@ideatek.com.By following the troubleshooting steps outlined in this guide, you should be able to identify and potentially resolve common fiber internet issues. If you've exhausted these steps and your service remains down, please reach out to us for assistance! Remember to provide us with any relevant information you gathered during your troubleshooting process to expedite the resolution. Additionally, If you do not have any of these devices, reach out to us for in-depth troubleshooting at chat.ideatek.com, or by phone at (620) 543-5555.
Related Articles
Maximum internet speeds on Fiber
Understanding how fast your devices can go is important - and varies by each individual connected tech device you're using. First things first: you can get the fastest possible internet speeds with a wired ethernet connection. But the reality is that ...What Affects Your Internet Speed
Understanding What Slows Down Your Connection While our fiber optic network delivers blazing-fast speeds directly to your home, several factors can impact the internet experience on your devices. Let's break down what could be slowing you down. Wi-Fi ...Connected without internet - Calix W/ Plume
Determine if it is an issue with a specific device or the whole household If this is a household issue, continue to step number 4 Forget the WiFi network name on your device Locate the settings on your device Proceed to "Network", "Internet" or ...Run An Internet Speed Test
Once your IdeaTek internet is up and running, you may want to run a speed test to make sure you're getting the best performance possible. You can run a speed test from any wired or wireless device on your network by following the steps below, though ...Wireless Internet Troubleshooting, with Ideatek Voice Service
Wireless Internet with Voice If you cannot make or receive calls, check the telephone device. It should look like the photo below. If the phone line light is not lit, reboot the voice device by unplugging the cable from the power connection on the ...