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Fibre and your router

  1. Connecting to WiFi on your fibre router:
  • Switch the WiFi on your device ON and find the 2.4Ghz SSID (WiFi name), which should be on a label at the back of your router.
  • Once you’ve found the SSID, you can insert the Wireless Key (WiFi password), this should also be found at the back of your router.
  • Alternatively, you can connect to the device using a network cable instead of WiFi.
ZyxelTP-LinkOther
Other routers usually have the same process.Please check the back of your router/manual for these details.
  1. Logging into the router interface:
    • Once you are connected to the router (via WiFi or a network cable), you can access the router’s interface using your web browser. 
    • To do so, simply enter the router’s IP address into your browser’s navigation bar and log in using the router’s login details. In most cases, the default username is “admin” and the password will generally be placed on a label at the back or bottom of the device. 
    • If you cannot locate the login details or default IP address, please check the manual that came with the device.
ZyxelTP-LinkOther
 Default IP: 192.168.1.1Default Username: admin Default IP192.168.0.1Default Logon infoUsername: adminPassword: adminRouter login details found at the back/bottom of the device or in the manual.
  1. Basic PPPoE (Username and Password) and IPoE (Automatic authentication) settings:

If there are any issues with the set-up of your router or due to troubleshooting, you have to set it up again, please follow the below steps. Depending on the type of service you have with us, you may need to use PPPoE or IPoE. This information would have supplied in your activation email.

  •  Zyxel PPPoE set-up: 
  • In the bottom banner, hover over “Network Setting” and click “Broadband”
  • Choose option 3 and select ‘’edit’’ , then update the ‘’PPP Information” namely, username and password that you were provided within the activation email.
  • All other details remain as is and click ‘’OK’’
  • Set-up for IPoE:

Follow above information and edit the ‘’Encapsulation’’ drop-down to IPoE

  •   TP-Link and other routers:

On the side panel, select “Network” and select either “PPPoE/IPoE”:

Most routers come with a set-up guide that will assist. Remember, the general steps above are the same across all routers. The only thing that changes is the interface.

Troubleshooting: No connection (no internet)

If you suspect that your Fibre internet is down, there are a few steps you can follow to determine the problem.

The first step is to check out the Network Status Page to ensure that there are no outages in your area. 

Checking the lights on your router is the second step to take in identifying an internet connection issue.

On the Fibre ONT (which is the box installed in your home by the Fibre provider), look for the following lights:

  • Openserve – PON & LOS lights
  • Vumatel – FX or PON & LOS lights
  • Frogfoot –  Optical 
  • Octotel – Internet

If you find any of these lights are off or flashing red, you might be experiencing a break on the physical network. 

This might require a visit from the network provider, so please give us a call on 086 000 9500, option 3.

On your router you’ll always have to check your internet light, this light should be either flashing or solid green.

If it’s “red” or “off”, the router configuration might have to be checked or you might just need to restart the router, ONT or both.

Let’s have a look into the troubleshooting steps you’d have to take to resolve an issue where your fibre seems to be down (no internet).

A red light on ONT…

  • Restart ONT
  • Power cycle ONT (switch off/unplug power for 60 seconds)
  • If no luck, try checking our network status page for any outages in your area https://www.webafrica.co.za/networkstatus/ 
  • Give us a call on 086 000 9500 and select option 3 or send us a Whatsapp message(information down below).

Red/off internet light on the router…

  • Restart the router.
  • Check LAN cable (usually yellow in colour) between the WAN port (usually blue in colour) on the back of your router and the LAN 1 port on the ONT – Always connect to LAN 1 on your ONT.
  • Try changing the LAN cable between router and ONT.
  • Log into your router’s web interface and check the PPP/network settings. This process is based on the router you are using, it would be best to try using the manual to get this checked.
  • Make sure that the user name and password are correct on your router’s PPP/network settings

Green internet light on the router

  • Restart the router.
  • Test on an alternate device (Smartphone, tablet, laptop, computer) to confirm that the problem is not simply isolated to the particular device itself.
  • If the issue exists specifically on only one device, try restarting the device or disconnect from your network and reconnect (Unplug LAN cable or switch the WiFi off and back on)
  • Log into your router’s web interface and check the PPP/IPoE settings. This process is based on the router you are using. It would be best to refer to the manual to get this checked.
  • Make sure that the username and password are correct on your router’s PPP settings if using PPPoE to connect
  • If still no luck, try checking our “network status” page for any outages in your area. 
  • If you’re confident enough, performing a hard reset on your router might also help.
  • Keep in mind that after performing the reset, you’ll have to reconfigure your router to reconnect.
  • Your connection should reboot within a minute or two of turning it back on. 
  • If the problem persists, please go through ‘’Basic Settings’’ to get your router reconfigured and test again.

WiFi set-up Zyxel (Personalising your network name):

  • In the bottom banner, hover over “Network Setting” and select “Wireless”.
  • To update your password, scroll down, deselect “generate password automatically” and enter your password.
  • Choose the 2.4G band, enter your new WiFi name into the “Wireless Network Name” field.
  • To update your password, scroll down, deselect “generate password automatically” and enter your password.

WiFi set-up on TP-Link and others:

  • Please see the locations of the same information above on the TP-link and will be similar for most routers (can also be found in the router manual).
  • Follow the green arrow to update the password and below that is the 5Ghz.
  • Click “apply changes/save” and you’re ready to roll. IMPORTANT: Please note that you will have to reconnect all of your WiFi-enabled devices (phone, laptop, etc.) using your new WiFi settings.

Poor WiFi Signal:

A lot of slow speed complaints are actually due to the router not being able to effectively distribute the internet throughout your home. To fix this, take a look at the following factors: 

Where your router is situated in your home: 

  • Your WiFi signal is affected by thick walls, fish tanks, pot plants, mirrors, and various other items in your home. For the best speeds and WiFi signal, make sure your devices are in line of sight of the router. 
  • It’s a good idea to place your router centrally in your home, or wherever you will be making the most use of your internet.

Size of your home: 

  • If your house is very big or splits over multiple levels your router may struggle to transmit the signal evenly throughout your home. 
  • If this is the case, we recommend that you invest in a WiFi Extender. Web Africa stocks Airties WiFi extenders, but you will also find some other options at your local PC hardware store. 

Limitations of wireless speeds on your devices: 

  • Not all computers are created to handle high internet speeds. If you find that you get higher speeds on one laptop than another then it is because the device itself has speed limitations. 
  • Needless to say, your higher-quality devices (and newer devices) can usually support faster internet speeds. Make sure you take this into consideration when purchasing expensive devices such as laptops, Smart TVs, tablets etc. 

Using the correct band: 2.4Ghz vs. 5Ghz

  • Your Fibre router’s WiFi should have 2 channels: 2.4Ghz and 5Ghz. It’s a good idea to name these differently when you set-up your WiFi settings so that you will know which is which.
  • The 5Ghz channel can achieve much faster speeds but it has a short WiFi range – so it will only work well if you are in the same room (or pretty close) to your router.
  • The 2.4Ghz channel is slightly slower, but it has a much wider WiFi range. So this is the best option if you are in a further situated room from the router.
  • Make sure you remember to switch your WiFi channel to what works best for your household.

What is the best channel for WiFi?

The best channel for your WiFi is the one not being used by most other WiFi networks around you (e.g. neighbours). For example, if most other WiFi networks are using channel 11, try using channel 1 or 6 in your modem’s WiFi settings.

Zyxel

TP-Link

If all else fails, call us on 086 000 9500 available Mon-Sun 8 am to 8 pm.

  • For your convenience, we have a variety of support options available to our customers. 

Contacting Support

WhatsApp:

  • We have a super handy automated WhatsApp support line. 
  • To use it, add the number 0214649500 to your contacts as “Webafrica WhatsApp”.
  • Open your WhatsApp, search for the contact, and pop us a message. The bot who runs our WhatsApp is called “Willie” and he’s available 24/7. Not only can Willie direct you to useful troubleshooting articles, but he can also tell you if there are any outages.
  • If you contact “Willie” during our usual support hours, you can also opt to speak with a real support agent.

Feel free to download our handy router guides below.

Please note: All Webafrica deals and packages are subject to change without notification. These include our terms and conditions as it relates to costs and deal/package structures for all of our service providers.

Updated on September 1, 2020

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