Fibre Box Faulty, Damaged or Stolen? Here’s What to Do

Your Vuma Reach Fibre Box (ONT) belongs to the property and is maintained by Vumatel, the Fibre network provider. If it’s faulty, damaged or stolen, contact our Support team and we’ll log it with Vumatel, who will arrange the repair or replacement. Vumatel’s turnaround time is 3 to 6 working days. If there’s a cost, you’ll get a quote before any work is done.

Updated 29 October 20261 min read6 steps

Your Fibre Box (ONT) is part of Vumatel’s Fibre network at your property. Here’s what to do if something goes wrong with it.

Is my Fibre Box really faulty?

Before you report it, rule out the simple things:

1. Check the power: make sure the power cable is firmly plugged into the Fibre Box and the wall socket, and that the socket is switched on.
2. Restart it: switch it off at the wall for 30 seconds, then give it 2 to 3 minutes to reconnect.
3. Check the lights: if the Power and PON lights are on but you still can’t connect, the box is probably fine. Follow the steps in Vuma Reach: No Internet Connection.

What should I do if it’s faulty, damaged or stolen?

1. Don’t open, repair or move it: the Fibre Box and fibre cable belong to Vumatel’s network.
2. Contact our Support team: tell us what happened. If you can, send a photo of the Fibre Box and its lights.
3. We’ll log it with Vumatel: Vumatel will arrange the repair or replacement.

How long will it take?

Vumatel’s turnaround time is 3 to 6 working days from when it’s logged. The faults team will keep you updated.

Will I have to pay anything?

Depending on what happened, there may be a cost. If there is, the contractor doing the work will send you a quote before anything is done, and you pay the contractor directly.

Moving out?

Leave your Fibre Box where it is. It belongs to the property and stays there for the next occupant.