Why is my internet down?

There are many reasons why your internet may be down.

1. There may be scheduled or emergency maintenance in your area. This means that the fibre in your area may be damaged for some reason and Vumatel is fixing the issue. While Vumatel is fixing the fibre issue in your area, you will have no connectivity. You should receive a notification of this work. If you did not, we may not have your details in our database. You can find out if there is maintenance in your area by contacting your Internet Service Provider (ISP).

2. There may have been a fibre break in your area. Sometimes another infrastructure provider may be digging up the sidewalks in the area to lay or maintain their infrastructure. This could include anything from electricity to road maintenance. Occasionally they accidentally cut through the VUMA fibre cables. Repairing a fibre break is a laborious and delicate task and can take at least 72 hours to resolve.

3. Make sure your power is on and that the switch is on at your CPE (white fibre box on the wall). If there is no power to this device and your router, then you will have no internet.

4. Check to see that there is no visible damage to your fibre line. Sometimes our pets can't resist chewing cables! If your fibre line has been damaged inside your property, it will need to be re-installed.

5. Some Internet Service Providers (ISPs) include Fair Usage Policies in their Internet packages. If you have not followed this Fair Usage Policy and exceeded your cap, the ISP may cut you off. Check to see how much data you have used in the month and ensure that you have not exceeded your cap.

6. There are also some technical reasons as to why your internet speeds may be down that are outside of your control. These include some technicalities on the ISP side and can include technicalities on the fibre side. After completing some basic troubleshooting, if your speed issues persist, please contact your ISP directly. 

 

Troubleshooting to fix my internet

1. Make sure there is no visible damage to your fibre line. If your fibre line has been damaged inside your property, it may need to be re-installed.

2. Turn your Wi-Fi router off. Then turn your CPE or ONT (the fibre device mounted to your wall) off. Wait for 5 minutes. Turn the CPE or ONT back on. Then turn the Wi-Fi router back on.

3. Make sure the power is on at your CPE or ONT.

4. Unplug the Wi-Fi router from the first port in the CPE or ONT. Plug your computer in via a LAN/Ethernet/Cat5 cable into the first port on the CPE or ONT. Try to visit a website and use the internet while plugged directly into the CPE. If you can now use the internet, the issue may be with your Wi-Fi router. Please contact a trusted IT technician or your ISP for assistance with your Wi-Fi router.

5. Check the lights on your CPE or ONT. These lights can assist you in determining what the problem may be with your internet. Please scroll down and view the section relating to your specific device:

 

Understanding the lights on the white Raycore device:

  • The power light
    • The power light indicates the status of power to the CPE device.
    • The power light should be on and stable.
    • If the power light is off, please ensure that the device is plugged in and switch on at the wall.
    • If the light is flashing, switch the device off for 5 minutes and then turn it back on. This reboots the system. If the light continues to flash, this will require intervention. Please log a ticket with your ISP.
  • The FX light
    • The FX light indicates the status of your fibre connection. 
    • The FX light should be on (the FX light can be red or green).
    • If the FX light is off, switch the device off for 5 minutes and then turn it back on. This reboots the system. If the light is still off, this will require intervention. Please log a ticket with your ISP.
  • The LAN light
    • The LAN light indicates if a device is properly plugged into your CPE. This will turn on when your Wi-Fi router or computer is plugged into the CPE.
    • If the LAN light is off, it means that your Wi-Fi router or computer is not properly plugged into the CPE. Please make sure that the cables and connectors are properly plugged into the CPE and your Wi-Fi router or computer. Please also make sure that you are using the correct cable. You cannot use a telephone cable. You will need to use a proper Ethernet, LAN or Cat5 cable.
    • If the LAN light is off, switch the device off for 5 minutes and then turn it back on. This reboots the system. Do the same with your router or computer. If the light is still off, this will require intervention. Please log a ticket with your ISP.

 

Understanding the lights on the white Huawei device:

  • The power light
    • The power light indicates the status of power to the Hauwei device.
    • The power light should be on and stable.
    • If the power light is off, please ensure that the device is plugged in and switch on at the wall.
    • If the light is off, switch the device off for 5 minutes and then turn it back on. This reboots the system. If the light still does not turn on, this will require intervention. Please log a ticket with your ISP.
  • The LOS light
    • LOS stands for Loss of Signal
    • The LOS light must be off.
    • If the LOS light is on it means that there may be a fault with your fibre. Please log a ticket with your ISP.
  • The PON light
    • PON stands for Passive Optical Network
    • The light must be on and green
    • If the PON light is off or red and flashing, there is an error with your line. Please contact your ISP.
  • LAN1
    • The LAN light indicates if a device is properly plugged into your ONT. This will turn on when your Wi-Fi router or computer is plugged into the ONT.
    • If the LAN light is off, it means that your Wi-Fi router or computer is not properly plugged in. Please make sure that the cables and connectors are properly plugged into the ONT and your Wi-Fi router or computer. Please also make sure that you are using the correct cable. You cannot use a telephone cable. You will need to use a proper Ethernet, LAN or Cat5 cable.
    • Please make sure that your Wi-Fi router or computer is plugged into LAN1 on the ONT. This is the only port that is configured.
    • If the LAN light is off, switch the device off for 5 minutes and then turn it back on. This reboots the system. Do the same with your router or computer. If the light is still off, this will require intervention. Please log a ticket with your ISP.

 

Understanding the lights on the white or black Zhone device:

  • The ALARM light
    • The ALARM light indicates whether or not there is a problem with you fibre connection.
    • The ALARM light must be off.
    • If the ALARM light is on it means that there may be a fault with your fibre. Please log a ticket with your ISP.
  • The WAN light
    • WAN stands for Wide Area Network.
    • The light must be on and green.
    • If the WAN light is off then there may be an error with your line. Please contact your ISP.
  • The CONFIG light
    • This light represents the configuration of your internet line.
    • This light must be off.
    • If this light is on and red then there may be an error with your line. Please contact your ISP
  • The INTERNET light
    • This light indicates that there is internet traffic on your fibre line
    • The light should be green
    • If the light is off or red, it could mean that internet traffic is not reaching your home. Please contact your ISP directly.
  •  GE1
    • The GE light indicates if a device is properly plugged into your ONT. This will turn on when your Wi-Fi router or computer is plugged into the ONT.
    • If the GE light is off, it means that your Wi-Fi router or computer is not properly plugged in. Please make sure that the cables and connectors are properly plugged into the ONT and your Wi-Fi router or computer. Please also make sure that you are using the correct cable. You cannot use a telephone cable. You will need to use a proper Ethernet, LAN or Cat5 cable.
    • Please make sure that your Wi-Fi router or computer is plugged into GE1 on the ONT. This is the only port that is configured.
    • If the GE1 light is off, switch the device off for 5 minutes and then turn it back on. This reboots the system. Do the same with your router or computer. If the light is still off, this will require intervention. Please log a ticket with your ISP.