My full fibre broadband and/or WiFi has stopped working, what can I do?

Important: #

For all broadband connectivity issues, please contact your broadband provider directly; this is the quickest way to identify and resolve service issues.

Your broadband provider will be able to determine where the issue is and they will contact the CityFibre team if they need our support.

Troubleshooting: #

We advise that you contact your broadband provider to resolve any internet/connectivity issues; however, if you would like to try some troubleshooting techniques, here are some common causes and tips that may help to identify the problem.

1. Check Your Broadband Provider's router is set up & working correctly:
   1. Find the install guide - If you don't have the booklet, visit your Broadband Providers' website for details on how that specific router should be connected (you can normally find a product code on the router, use this when searching online).
   2. Cables - It's always worth double-checking that all cables are plugged into the correct ports and are firmly in place.
   3. Check the lights - Broadband routers usually have lights that can be used to help identify any issues. Check the router install guide to see how your router's lights should appear and follow the advice given.
   4. Power - Sometimes, simply turning the router off and on again can force a restart and solve the problem. If you can, turn the power off at the plug, or unplug the power cable from the router, wait a minute, plug it back in and let the network reboot (this can take several minutes).
   5. Check the fibre terminal (ONT) connection - Check the connection between your router and the optical network terminal (ONT), that's the small box attached to the inside wall of your house, make sure both ends are firmly in place.
   6. Is it the correct cable? - Make sure that the cable connecting your ONT (the small box attached to an inside wall) and your router is an Ethernet cable, preferably the one provided by your broadband provider. If you can't tell, check the cable for any markings to see whether it is a 'cat5E' or higher. A low-quality or incorrect cable will cause problems.
2. Check the fibre terminal (ONT) box is working correctly:
   1. Check the lights - locate your ONT (usually attached to an inside wall, close to your router or the cable entry point into your house). There should be four lights on the top:
      1. Power light:
         1. If the light is green, then the box is correctly powered.
         2. Amber, the ONT is performing an update. If the light does not eventually change from Amber to Green, call your broadband provider.
         3. If it's red a boot-up has failed. Turn the power on and off, if the red light shows again, contact your broadband provider.
         4. If there is no light, there is no power, please check that the ONT is plugged in and that the power socket is working.
      2. Broadband light:
         1. A green light indicates that the connection is correct.
         2. If the light is red, please contact your Broadband Provider.
         3. If there is no light please check the cables are all firmly plugged into your ONT.
      3. Service light:
         1. A green light indicates that the line is connected.
         2. If there is no light, please contact your Broadband Provider.
      4. Ethernet light:
         1. A green light (solid or flickering) indicates that your ONT is correctly connected to your router.
         2. If there is no light please check the Ethernet cable running between the ONT and your router is firmly in place.
   2. Cable check - if you can, carry out a general cable check. Check the connections between the router and the ONT, and ensure that they are firmly connected and in the right ports. Check that both devices are connected to power and that the sockets are working/powered on.
   3. Power - Sometimes turning the ONT off and on again could resolve the problem. If you can, turn the power off at the plug, or unplug the power cable from the bottom of the ONT, wait a minute, plug it back in and let the network reboot (this can take several minutes).
3. Finally, if none of the above helped to resolve your broadband issue, contact your broadband provider and/or check their website for any known issues in your area.