1. Checking your ONT Lights

Let's first check your ONT.

If you need help finding your ONT, look for a white box labelled "Openreach" mounted to a wall within your property (usually on the ground floor).

The ONT has multiple lights on it, here's what they mean;

"Power" indicates the ONTs power from the mains:

• Green if it's powered up
• Flashing green if it's booting up
• Off if it has no power

"PON" indicates the ONT has a connection to "Openreach" at your local exchange:

• Green if it's connected to the supplier
• Flashing green if it's making a connection
• Off if it can't detect the optical cable

"LOS" shows when there is a fault on the external network outside of your premises:

• Red if there is an external fault detected
• Off if the line is working without an issue

"Port" shows the connection between your ONT and the router:

• Green if the ONT is connected to your router
• Flashing green if the router is transmitting your data to the ONT
• Off if the ONT and router aren't connected

As you may have guessed, your ONT should usually have a green "Power", "PON" and "Port" light for this to be working normally.

If something isn't quite right with your setup it could mean that the "Power"," PON" or "Port" lights are off, or that "LOS" is red.

2. Checking your Setup

Make sure to check that all the cables connecting your ONT to your router are secure and in place.

Test an alternative Ethernet cable between your ONT and router if the "Port" light is unlit, but all other lights look to be okay.

You can find the steps to setup your router into your ONT here.

3. Rebooting your ONT

You may need to perform a reboot/restart of your ONT..

This is easy to do, simply disconnect the power cable from your ONT for at least a minute.

Reconnect the power cable again and your ONT should take around 30 seconds to come back online.

4. Resetting your ONT

You can factory reset your ONT if a reboot doesn't look to have fixed anything.

Simply get a pin, unfolded paper clip or a SIM card removal tool and press the reset button on the side of your ONT.

Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off.

Release the button and wait around 30 seconds for your ONT to boot back up.

5. Checking the Router Settings

If you've tried all of the above and still experience a problem, it could be that your router needs some changes to its settings.

You can find the steps to setup your router here.

If you've done this but still don't have a connection. Contact our tech support team on 01706 902 000 (option 3 after selecting your customer type). Their opening hours can be found here.