This article provides a comprehensive guide on troubleshooting steps for fibre Internet service. By following these steps, you can effectively pinpoint and resolve any issues impacting your internet connection.
Step 1: Check for Outages
Prior to troubleshooting, it is crucial to verify if there are any known outages impacting your area. You can easily check this by visiting the Primus Network Status page. If an outage is confirmed, rest assured that our team is actively working to restore service promptly.
Step 2: Check Connections and Power
Make sure to check that all cables are properly connected, such as the fibre-optic cable and the Ethernet cable linking your fibre terminal and Wi-Fi pod. Also, confirm that both the fibre terminal and the Wi-Fi pod are turned on.
Step 3: Power cycle your devices
Restarting your devices by power cycling them can frequently fix minor connectivity problems. Follow these steps to do so:
- Power down all your devices, including the fibre terminal, Wi-Fi pod, and any connected devices such as computers, smartphones, or tablets.
- Disconnect the power cords from both the fibre terminal and your Wi-Fi pod.
- Allow a minimum of 30 seconds to pass.
- Reconnect the power cords to both the fibre terminal and your Wi-Fi pod.
- Power on your devices and allow them to fully restart.
Step 4: Ensure that the fibre terminal is properly functioning.
Make sure the fibre terminal has a steady power light and a solid PON (Passive Optical Network) light, showing a good connection. If any of these lights are off or red, contact our technical support team for help.
Step 5: Ensure that the Wi-Fi pod is properly functioning.
Ensure that the Wi-Fi pod shows a steady green light, signaling a successful connection. If the light appears red or is not illuminated, attempt to reset the Wi-Fi pod by pressing and holding the reset button located on the back of the device for a duration of 10 seconds.
Step 6: Test Your Connection on 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
Perform a speed test on a device connected directly to the Wi-Fi pod using an Ethernet cable, as well as on a device connected via Wi-Fi, to determine if the speed issue is related to the WAN, LAN, or Wi-Fi specifically.
Step 8: Get in touch with Primus Business Support for further assistance.
If the steps mentioned above do not solve your Fibre Internet problems, feel free to reach out to our Business Support Team for further help. Our dedicated team is equipped to identify and address any underlying issues affecting your service.
We trust that this information has been helpful to you. Should you encounter any issues or have any queries, please do not hesitate to reach out to us.