Troubleshooting Home Internet Connection Issues: A Step-by-Step Guide from 123NET Fibre


At 123NET Fibre, we strive to provide seamless and efficient customer support to help you stay connected. If you’re experiencing a home internet outage, follow this step-by-step guide to troubleshoot common issues before reaching out to our support team. By checking the lights on your Optical Network Unit (ONU), router, cables, and the power supply, you may be able to resolve the problem quickly and easily.

Step 1: Inspect the Optical Network Unit (ONU)

The ONU is a crucial part of your fibre internet connection. It’s responsible for converting optical signals to electrical signals. Start by examining the lights on your ONU:

  1. Power Light: Make sure it’s turned on and steady. If it’s off, check the power connection.
  2. PON Light: A steady green light indicates a stable connection. If it’s off, there might be an issue with the fibre cable or ONU itself. If the LOS red light is on, your fibre is not working. If the link light is not on, there is no connection between the ONU and the router.

Step 2: Check the Router Lights

The router is responsible for distributing your internet connection throughout your home. Check the following lights on your router:

  1. Power Light: Ensure that it’s on and steady. If it’s off, verify the power connection.
  2. WAN Light: A solid or blinking green light indicates a proper connection. If it’s off or red, there might be a problem with the Ethernet cable connecting the ONU to the router.
  3. Wi-Fi Light: A steady or blinking light confirms that Wi-Fi is enabled. If it’s off, try rebooting the router or check your router settings.

Step 3: Examine the Cables

Check all the cables connecting your ONU, router, and any devices:

  1. Fibre Cable: Make sure it’s securely connected to the ONU and not damaged.
  2. Ethernet Cable: Ensure the cable connecting the ONU to the router is in good condition and firmly connected at both ends.
  3. Device Cables: Confirm that any wired devices are correctly connected to the router.

Step 4: Assess the Power Supply (Revised)

Verify that all devices are receiving adequate power:

  1. Multiplug: Check that your ONU, router, and other devices are plugged into a working multiplug. Test it by plugging in a different device to confirm it’s functioning correctly.
  2. Individual Power Adapters: Confirm that each device’s power adapter is securely plugged in and in good working condition. Make sure that the power cable of the router and the power cable of the ONU are not swapped, as they fit on both devices but the ONU will not work with a router power supply.

By ensuring that each device has the correct power supply, you can prevent issues related to insufficient or incompatible power sources.

Step 5: Troubleshoot Additional Issues

If the problem persists, consider the following:

  1. Test your Wi-Fi connection: Try connecting to your Wi-Fi network with different devices to determine if the issue is device-specific.
  2. Factory reset your router: As a last resort, perform a factory reset on your router to restore default settings. Note that this will erase any custom configurations, and you’ll need to reconfigure your router afterward.

By following this step-by-step guide, you can troubleshoot and potentially resolve many common home internet connection issues. If you’re still experiencing problems after completing these steps, don’t hesitate to contact our 123NET Fibre Internet support team for further assistance. Our knowledgeable and customer-focused technicians are here to help you diagnose and fix any issues that might be beyond your control. You can reach us through our dedicated hotline, email, or live chat support. We’re committed to helping you stay connected and enjoy a seamless internet experience!

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