In order to get you back online, there are some things that we can check and perhaps even resolve without having to call support.
Let's start with the setup we have at home.
We have a cable that enters our property called the drop cable. It provides us with a fast and reliable optical signal which our modem (Optical Network Terminal) will transform into an electrical signal and pass to the router (in most cases via the Ethernet cable).
We want to check that all cables are plugged in correctly and firmly and that there is no visible damage to the cables (both the drop cable and Ethernet cables).
Please note that the modem needs to be connected to the Velop port with the horizontal line above it. This is pictured below:
For SUPERFAST/75Mbps users who have the Linksys Dualband Router (Model WHW01) please see the correct position of your Ethernet 1 port below:
Next, check the lights of the equipment. This is how the equipment communicates with us. We would like to see some of them green and some of them off, depending on the setup we have at home.
After checking the cables let’s move to the modem
Firstly, we need to identify the brand and model of the modem.
If you look at the sticker on the modem itself, you can easily see if it’s a Huawei or Adtran. In this case, we have an Adtran. There are two possible models of Adtran modem – 602x and 621x, which we can very easily distinguish by checking the pictures below:
621X – Green Ports (2 GE ports)
602X – No green ports (1 GE port)
If we have the 602x, then we just want to make sure that the Ethernet cable between the 602x and the router is properly connected with no visible damage to it.
Now we can move to the lights on the Adtran:
Should be steady green, indicating that the power supply is on.
- Check the power supply lead is connected properly to the back of the modem (pictured above as number 6) and plugged into a local power socket
Should be steady green, indicating that the connection to our network is active.
When the Network LED is red check
- Whether the optical fibre is properly connected
- Whether the optical fibre is bent excessively
- Restart the modem. To do so, simply disconnect the power supply (or turn off at the wall socket) to shut down the modem. Then reconnect the power supply and turn it on 20-30 later.
- If the fault persists, please contact customer service via. http://www.communityfibre.co.uk/contact-us
LAN (Local Area Network)
Should be steady on or blinking green
If the LAN LED is off check:
- Whether the Ethernet cable is securely connected at both ends between port numbered 4 (1GigE) above and the Linksys Velop router
MANAGEMENT (602X ONLY)
Should be steady green
If the Management LED is off or red, then please contact customer service via. http://www.communityfibre.co.uk/contact-us
If we have a 621x, we want to make sure we are using the correct gigabit Ethernet port as we have a choice of two – 10G and 1G. Since the service was working up until now, we can assume that the port which holds the Ethernet cable is the correct one (the other one will always be disabled so only one of the two gigabit Ethernet ports will work.)
Now that the modem looks good, we can move to the router (Linksys Velop):
We always want to be using the App as it’s the best way to configure and troubleshoot the router. It also allows us to perform a wired speed test on the line from the router itself which will show us the actual speeds we are receiving. Testing on Wi-Fi is unreliable due to how the technology behind it works, you can read more about slow speeds and speed tests here.
If you need help setting up the App you can click here.
Now that we have the App setup and ready, we can check the light on top of the router. It will provide us with valuable information on what the issue might be or if the issue has been resolved.
We can see the definition of what the router is communicating via. the top Light Guide below:
We want to have the light be solid blue – this will indicate that the router has a connection to the internet, as per the image above.
If you are unable to see any light on the top of the Linksys Velop and it has been connected properly, please reset the router. We can perform a hard reset on the router by holding down the reset button for 20 seconds and releasing it. The light on top of the router will turn red and fade in three pulses. Do not release the button until the light goes out and then turns bright red. Also, keep in mind that performing this step will wipe all configuration changes on the router and it will return it to the default factory settings. This means that we will need to set up the app again. This should also update the router firmware to its latest version.
Now let’s try to connect to the Internet.
You can find the default SSID (name) and password for your Wi-Fi network at the bottom of the router:
For SUPERFAST/75Mbps users who have the Linksys Dualband Router (Model WHW01) please see the correct position of your router password below:
It’s important to try with a few devices (if possible) as sometimes the issue can relate to one specific device (for example, when a phone cannot connect but a laptop can).
If you’re connecting to the router via. Wi-Fi successfully but we still don’t have a connection, then it can be a good idea to reboot the router, forget the network from your device and try again. If the issue persists, we can perform a hard reset on the router by holding down the reset button for 20 seconds and releasing it. The light on top of the router will turn red and fade in three pulses. Do not release the button until the light goes out and then turns bright red. Also, keep in mind that performing this step will wipe all configuration changes on the router and it will return it to the default factory settings. This means that we will need to set up the App again. This should also update the router firmware to its latest version.
As a last resort, you can plug your laptop via the Ethernet cable straight into the modem, this should provide your laptop with a public IP address, bypassing the router and allow connectivity to the Internet.
If you still need assistance, please call us via. http://www.communityfibre.co.uk/contact-us. Please try to be as descriptive of the issue and troubleshooting you’ve attempted as it will help us to identify the issue while preventing us from asking redundant questions.