Troubleshooting Fibre Internet Issues

This article covers common troubleshooting steps for fibre Internet service. These steps can help you identify and resolve issues affecting your internet connection.

Step 1: Check for Outages

Before diving into troubleshooting, it's essential to check if any known outages are affecting your area. You can do this by visiting Distributel's Network Status. If an outage is confirmed, we will be working to restore service as quickly as possible.

Step 2: Verify Connections and Power

Ensure all cables are securely connected, including the fibre-optic cable and the Ethernet cable connecting your fibre terminal and Wi-Fi pod. Verify that both the fibre terminal and the Wi-Fi pod are powered on.

Step 3: Restart Your Devices

Power cycling your devices can often resolve minor connectivity issues. To do this, follow these steps:

  • Turn off your devices, including the fibre terminal, Wi-Fi pod, and any connected devices like computers, smartphones, or tablets.
  • Unplug the power cords from the fibre terminal and your Wi-Fi pod.
  • Wait for at least 30 seconds.
  • Plug the power cords back into the fibre terminal and your Wi-Fi pod.
  • Turn on your devices and wait for them to restart fully.

Step 4: Check the fibre terminal

The fibre terminal should have a steady power light and a solid PON (Passive Optical Network) light, indicating a proper connection. Contact our technical support team for further assistance if any of these lights are off or red.

Step 5: Check the Wi-Fi pod

The Wi-Fi pod should display a solid green light, indicating a proper connection. If the light is red or not lit, try resetting the Wi-Fi pod by pressing and holding the reset button on the back of the device for 10 seconds.

Step 6: Test Multiple Devices

If you're only experiencing issues on a single device, the problem may be with that specific device rather than your Fibre Internet service. Test your connection on multiple devices to confirm whether the issue is widespread or isolated to a single device.

Step 7: Perform a Speed Test

Scan the health of your network using our self-help app WiFiMax. Download the free WiFiMax app onto your smartphone or tablet.

App_Store Google_Play

Alternatively, you can also conduct a speed test on a wired device connected directly to the Wi-Fi pod using an Ethernet cable.

Step 8: Contact Distributel Customer Support

If the above troubleshooting steps do not resolve your Fibre Internet issues, contact our technical support team for additional assistance. Our team can help diagnose and resolve the underlying issues with your service.