This guide will help you troubleshoot your Broadband connection issues.
A) Check if you are connected.
Are you connected to Wi-Fi?
- You may have been disconnected. Check to see if you can reconnect.
- Check the router to see if the WLAN light is turned off. If it is off, press the button to turn it on.
- If that doesn’t work, get closer to the router and try to connect again.
- If you are at the other side of your house and you do not have a connection, you may need a Wi-Fi Booster/Repeater.
Are you connected via Ethernet?
- Check to ensure that the cable going into the router is plugged in, you should hear a click when you push the cable into the port.
- Check the same on your computer. On a desktop PC, you may see some flashing lights around the port. If these are flashing, you are connected.
B) Check cables from the router to the fibre box.
It is important that all cables are inserted fully and securely into the router and the fibre box located on your wall.
Ensure that both the router and fibre box is powered on. If possible, plug them directly into a wall socket and not an extension.
For the router, ensure that the cable that comes from the fibre box is going into LAN 1 only. (See image below)
For this router, ensure that the cable that comes from the fibre box is going to the red WAN port only. (See image below)
C) Turn it off and back on
- Sometimes, a simple power cycle of the devices is all that is needed. Unplug both the fibre box and the router from the power socket and leave each of them out for approximately 1 - 2 minutes.
- Plug the fibre box back in first and observe the lights. Ensure that the lights go green as above.
- Once that has been completed, plug in the router. Wait until the POWER/FIBRE and WIFI light are solid green.
Check on your phone and/or laptop and see if the connection is working for you. Going to a website that you generally do not access is the best way to test. (Ideally, it is best to check via a wired connection to a PC or a laptop with an Ethernet port)
If you are able to connect via a PC or Laptop via an Ethernet cable but not Wi-Fi, you may need to follow our Wi-Fi Troubleshooting Guide.
D) Check lights.
- What lights are showing on the router?
- The POWER/FIBRE and WLAN lights should be illuminated solid green.
- What lights are showing on the fibre box?
- The POWER and PON lights should be solid green.
- The DATA should be flashing green.
- The ALARM should not be illuminated.
- NOTE: On SIRO connections, you may see LOS instead of ALARM, they are the same.
- If the PON light is flashing, it may be trying to connect with the Exchange. Give it a few minutes for it to connect (Solid green)
- If the ALARM light is showing solid red, there may be an outage or an issue with the connection.
If you are still experiencing issues, check to see if there are any power outages near your area. It may be that the location of your exchange (outside of the home) is in an area that might be affected by an outage. Check https://powercheck.esbnetworks.ie/
If you have done all the above and you still do not have an internet connection, please contact Blacknight Support. We will be able to check if there are any non-power-related outages. https://www.blacknight.com/contact/