This article covers:
What the lights mean and which lights should be on when the device is working properly
Steps to work through before contacting the Care Team
Light status
When working properly, the items in bold for each light below indicates a good connection/service.
Power (Checking the power from the mains)
Solid green: Powering or has powered up
Move on to PON light status
Flashing green: Updating the firmware
The device should be back online within 5-10 minutes
Red: Boot up has failed
Reboot the ONT by removing the power cable or pressing the reset switch for less than 5 seconds
If that fails, using a paperclip or similar, hold the reset switch for 10-15 seconds to perform a factory reset of the ONT
If the fault continues, contact the Care Team
Off: No power
Check that the power cable has no visible signs of damage and is securely in place
If the cable is damaged, contact the Care Team
Try the power adapter in another socket
If the device works in another socket, we suggest you get an electrician to check the socket
Check that there is power in the property (try the lights or turn on an appliance that doesn't have a battery back up source)
If there is power elsewhere in the property, contact the Care Team
PON (The ONT connection from your local exchange to the network)
Solid green: When the ONT has established a connection to the local exchange
Flashing Green: It's establishing a connection
The device should be back online within 5-10 minutes
Off: Can't detect the optical cable
Check the green fibre optic cable is connected to the ONT properly. Be very careful handling the cable as the fibre is delicate and can be damaged if not handled carefully.
Reboot the ONT by removing the power cable or pressing the reset switch for less than 5 seconds
If that fails, using a paperclip or similar, hold the reset switch for 10-15 seconds to perform a factory reset of the ONT
If the fault continues, contact the Care Team
LOS (Connection status to the external network)
Off: The connection is working as expected
Red: There's a problem with incoming connection
Reboot the ONT by removing the power cable or pressing the reset switch for less than 5 seconds
If that fails, using a paperclip or similar, hold the reset switch for 10-15 seconds to perform a factory reset of the ONT
If the fault continues, contact the Care Team
Data (The connection status between the ONT and the router)
Green: The ONT has connected to your router
Flashing Green: The ONT is passing data to and from the Internet
Off: The ONT and router aren't connected
Check the Ethernet cable is connected to both the ONT's Ethernet port and the router's Internet port
Ensure that the router is powered on
Ask the customer if they can swap the Ethernet cable for a new/different one to rule out a faulty cable.
If the router is powered off and will not power on, proceed to the Which router do I have? article