{"id":629,"date":"2023-08-29T16:23:14","date_gmt":"2023-08-29T16:23:14","guid":{"rendered":"https:\/\/knowledge.webafrica.co.za\/?post_type=ht_kb&#038;p=629"},"modified":"2026-05-19T19:30:17","modified_gmt":"2026-05-19T19:30:17","slug":"troubleshooting-fibre-no-connection-no-internet","status":"publish","type":"ht_kb","link":"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/troubleshooting-fibre-no-connection-no-internet\/","title":{"rendered":"Troubleshooting Fibre No Connection or No Internet"},"content":{"rendered":"\n<p><strong>Having trouble with your fibre connection? Start with what you see.<\/strong><\/p>\n\n\n\n<p>If your fibre internet is not working, the quickest fix depends on the lights on your fibre box (ONT), router, or the behaviour you are experiencing.<\/p>\n\n\n\n<p>Choose the section below that best matches your issue:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Red LOS light on the fibre box (ONT)<\/li>\n\n\n\n<li>WiFi connected but internet not working<\/li>\n\n\n\n<li>Router powered on but websites do not load<\/li>\n\n\n\n<li>No lights on the fibre box or router<\/li>\n\n\n\n<li>Slow or unstable internet connection<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Red LOS Light on the Fibre Box (ONT)<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>A red or flashing <strong>LOS<\/strong> light usually means the fibre signal to your home has been interrupted.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"390\" height=\"259\" src=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11.png\" alt=\"\" class=\"wp-image-1360\" srcset=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11.png 390w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11-300x199.png 300w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11-50x33.png 50w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11-60x40.png 60w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-11-100x66.png 100w\" sizes=\"auto, (max-width: 390px) 100vw, 390px\" \/><\/figure>\n\n\n\n<p><em>Example: A red LOS light usually means the fibre signal is interrupted.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Check the ONT lights<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Power ON<\/strong> = Fibre box has power<\/li>\n\n\n\n<li><strong>PON ON<\/strong> = Connected to the fibre network<\/li>\n\n\n\n<li><strong>LOS RED or Flashing<\/strong> = Fibre signal problem<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Restart the fibre box (ONT) by unplugging the power for 30 seconds and plugging it back in.<\/li>\n\n\n\n<li>Wait 3 to 5 minutes for the connection to restore.<\/li>\n\n\n\n<li>Check that the fibre cable is securely connected.<\/li>\n\n\n\n<li>Make sure the fibre cable is not bent sharply, pinched, or damaged.<\/li>\n\n\n\n<li>If you live in an estate or complex, check whether neighbours are also affected.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Next Step<\/h3>\n\n\n\n<p>If the LOS light remains red after restarting, continue with the checks below to rule out local equipment or setup issues.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">WiFi Connected but Internet Not Working<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>Your WiFi network is working, but the router cannot reach the internet.<\/p>\n\n\n\n<p>You may still see full WiFi signal bars even though websites and apps do not load.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"370\" height=\"248\" src=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12.png\" alt=\"\" class=\"wp-image-1361\" srcset=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12.png 370w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12-300x201.png 300w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12-50x34.png 50w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12-60x40.png 60w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-12-100x67.png 100w\" sizes=\"auto, (max-width: 370px) 100vw, 370px\" \/><\/figure>\n\n\n\n<p><em>In this example, WiFi is working but the router is not connected to the internet.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Check the Router Lights<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Wireless\/WiFi light ON<\/strong> = WiFi is working<\/li>\n\n\n\n<li><strong>Internet light OFF<\/strong> = No internet connection<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Restart your router and wait 2 to 3 minutes.<\/li>\n\n\n\n<li>Check the fibre box (ONT) lights for a red LOS light.<\/li>\n\n\n\n<li>Try another device to rule out a device issue.<\/li>\n\n\n\n<li>Move closer to the router to rule out weak WiFi signal.<\/li>\n\n\n\n<li>Turn WiFi off and back on again on your device.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Helpful Tip<\/h3>\n\n\n\n<p>WiFi and internet are not the same thing.<\/p>\n\n\n\n<p>You can have working WiFi while the internet connection itself is offline.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Check the Router WAN Cable<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>Your fibre box (ONT) connects to the router using a network cable. If this cable is plugged into the wrong port, your router may power on and broadcast WiFi, but the internet will not work.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"401\" height=\"266\" src=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13.png\" alt=\"\" class=\"wp-image-1362\" srcset=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13.png 401w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13-300x199.png 300w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13-50x33.png 50w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13-60x40.png 60w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-13-100x66.png 100w\" sizes=\"auto, (max-width: 401px) 100vw, 401px\" \/><\/figure>\n\n\n\n<p><em>The cable from the fibre box should connect to the blue WAN port.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Make sure the cable from the fibre box is connected to the <strong>WAN<\/strong> port on the router.<\/li>\n\n\n\n<li>The WAN port is often blue and separate from the yellow LAN ports.<\/li>\n\n\n\n<li>Remove and reconnect the cable firmly.<\/li>\n\n\n\n<li>Ensure the cable clicks securely into place.<\/li>\n\n\n\n<li>Restart the router after reconnecting the cable.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Helpful Tip<\/h3>\n\n\n\n<p>The yellow ports are normally for devices such as PCs, TVs, or gaming consoles. The fibre connection should go into the <strong>WAN<\/strong> port.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Router Connected but Websites Do Not Load<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>Your fibre box and router appear normal, but the router may not be connecting correctly using your fibre login details.<\/p>\n\n\n\n<p>A <strong>PPPoE test<\/strong> helps confirm whether the issue is caused by the router or the fibre connection itself.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"381\" height=\"228\" src=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14.png\" alt=\"\" class=\"wp-image-1363\" srcset=\"https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14.png 381w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14-300x180.png 300w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14-50x30.png 50w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14-60x36.png 60w, https:\/\/knowledge.webafrica.co.za\/wp-content\/uploads\/2023\/08\/image-14-100x60.png 100w\" sizes=\"auto, (max-width: 381px) 100vw, 381px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Confirm that the router is set to <strong>PPPoE<\/strong> connection mode.<\/li>\n\n\n\n<li>Check that the PPPoE username is entered correctly.<\/li>\n\n\n\n<li>Check that the PPPoE password is correct.<\/li>\n\n\n\n<li>Ensure <strong>Auto Connect<\/strong> is enabled if available.<\/li>\n\n\n\n<li>Save any changes and restart the router.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Helpful Tip<\/h3>\n\n\n\n<p>A PPPoE test removes the router setup from the equation and can quickly help identify whether the issue is related to settings or the fibre connection.<\/p>\n\n\n\n<p>Need help with PPPoE setup? View our guide:<\/p>\n\n\n\n<p><strong>Related Article:<\/strong> <em><a href=\"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/how-to-setup-a-pppoe-broadband-connection\/\" type=\"link\" id=\"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/how-to-setup-a-pppoe-broadband-connection\/\">How to Setup a PPPoE Broadband Connection<\/a><\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">No Lights on the Fibre Box or Router<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>Your equipment may not be receiving power.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Make sure the plug socket is switched on.<\/li>\n\n\n\n<li>Check that the power cable is connected securely.<\/li>\n\n\n\n<li>If using a UPS or inverter, confirm that it is powered on and working.<\/li>\n\n\n\n<li>Try a different wall plug if possible.<\/li>\n\n\n\n<li>Check whether there has been a power trip or load shedding.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Helpful Tip<\/h3>\n\n\n\n<p>Some UPS devices power down automatically when battery levels are low.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Internet Slow or Keeps Disconnecting<\/h2>\n\n\n\n<p><strong>What this means<\/strong><br>Your fibre connection may be working, but WiFi signal, congestion, or device limitations could affect performance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to Check<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Move closer to the router.<\/li>\n\n\n\n<li>Test on another device.<\/li>\n\n\n\n<li>Disconnect devices that may be heavily downloading or streaming.<\/li>\n\n\n\n<li>Restart the router.<\/li>\n\n\n\n<li>Test using a network cable if possible to compare performance.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Helpful Tip<\/h3>\n\n\n\n<p>WiFi speeds may vary depending on distance, walls, interference, and the number of connected devices.<\/p>\n\n\n\n<p>A wired connection usually provides the best performance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quick Self-Help Checklist<\/h2>\n\n\n\n<p>Before moving on to advanced troubleshooting, confirm the following:<\/p>\n\n\n\n<p>\u2705 Restarted the fibre box (ONT) and router<br>\u2705 Checked for a red LOS light<br>\u2705 Confirmed the WAN cable is connected correctly<br>\u2705 Tested on another device<br>\u2705 Checked WiFi signal strength<br>\u2705 Restarted the router<br>\u2705 Verified PPPoE settings if required<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Having trouble with your fibre connection? Start with what you see. If your fibre internet is not working, the quickest fix depends on the lights on your fibre box (ONT), router, or the behaviour you are experiencing. Choose the section below that best matches your issue: Red LOS Light on&#8230;<\/p>\n","protected":false},"author":1,"template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-629","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Troubleshooting Fibre No Connection or No Internet - Webafrica Knowledgebase<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/troubleshooting-fibre-no-connection-no-internet\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshooting Fibre No Connection or No Internet - Webafrica Knowledgebase\" \/>\n<meta property=\"og:description\" content=\"Having trouble with your fibre connection? 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