Your broadband hasn't worked since you went live? Here's some steps to check that can resolve common problems
Step 1 - Check the set up on your Openreach Modem (ONT)
Your property should be fit with a white box that says Openreach on it, which should be connected to the power like the image below (your actual model may be smaller).
-
Firstly, check that the modem is turned on and the power light is lit.
-
Then check the optical cable is connected to the port, labelled Optical.
-
The PON light on the modem should be Green and the LOS light should be off. If this is not the case, let us know what colour the lights are. You can contact us by clicking here.
-
Check the red ethernet cable is connected to the Openreach modem, usually in the port labelled port or port 1.
-
Then connect the other end of the red ethernet cable to the port labelled WAN on the back of your router
-
Connect your router to the power and turn it on
If the internet is still not working, proceed to step 2.
Step 2 - Reboot your router
Turn off your router at the mains power supply for at least 2 minutes to allow the router to fully disconnect. After 2 minutes, turn the router back on, wait for all the lights to come back up on the router (this should take a few minutes) and see if the internet is now working.
If the internet is still not working, proceed to step 3.
Step 3 - Reset your router (only if it was provided by Home Unity)
If you have added any custom settings to your router, such as changing your network name/password, parental controls, port forward then these will be removed when you do this, so take screenshots/notes of the settings you had in before so you can add them back afterwards.
With your router turned on and still connected to the socket, carefully push a thin object (such as a paper clip, pin, or pencil) into the reset hole on the back of the router and hold this in until the light turns off, then release the button.
It will take about 5 minutes for your router to reset, so please leave it connected to the socket and turned on during this time. When the internet light (the globe) is green, the router is ready to use. If you find any of the lights are red, please let us know by contacting us by clicking here.
Next Steps
If your internet is still not working, please let us know what colour the following lights are:
-
Openreach Modem - Power Light
-
Openreach Modem - LOS Light
-
Openreach Modem - PON Light
-
Zyxel Router - Power light (1st light, going from left to right)
-
Zyxel Router - WAN light (2nd light, going from left to right)
- Zyxel Router - Internet light (3rd light, going from left to right)
- Zyxel Router - 2.5G and 5G light (5th & 6th light, going from left to right)
You can send this to us either via WhatsApp at +447760 682 679 or by email at info@homeunity.co.uk or reach out in another way by visiting our contact page here.