No Internet: Self-Help Troubleshooting

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 a Huawei 

 

 

The lights need to read as follows: 

   POWER 

Should be steady green, indicating that the power supply is on. 

If not 

  • Check the On/Off button on the rear panel is pressed in 

 

   PON (Passive Optical Network) 

Should be steady green 

When the PON LED is off check: 

  • Whether the optical fibre (green tipped cable) is properly connected to the Optical port 

 

   LOS (Loss Of Service) 

Should be off 

When the LOS LED blinks red check 

  • Whether the optical fibre is properly connected 
  • Whether the optical fibre is bent excessively 
  • Restart the modem. Press the ON/OFF button on the side of the modem (see #6 on ‘Connecting Devices to Rear of Router’) to shut it down. Turn on the modem several seconds later. 

 

   LAN (Local Area Network) 

LAN 1 LED should be steady on or blinking green. Remember: Always use LAN1 to connect your router. Do not use LAN2. 

If the LAN LED is off check: 

  • Whether the Ethernet port is securely inserted both ends 

 

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. 

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