Airband connection issue – Fibre

If you have a Fibre connection with us (for Fibre Switch packages, check here), and your internet is not working properly, the below can usually help resolve most issues.

Check your Optical Network Unit (ONU)

Firstly, check the white box (ONU) on your wall that will look something like this:

As per the picture, you should have a green light below both the power (left) and connection (middle) icons. Firstly, turn off the ONU for 2 minutes then turn back on again. Check your connection.

Check the on/off button on the bottom of the box to make sure it is turned on. Make sure the power supply cable is firmly plugged into the box as well as a socket on your wall.

Next, make sure the ethernet cable is firmly plugged into the red LAN port on the box (this should be labelled). The other end on this cable should be plugged into the following port on your router, depending on which router you have:

• Nokia = WAN port
• Cambium = WAN port
• Linksys = Internet port

Once you’ve done all of the above, give it a couple minutes and then re-check your internet connection. If you still have no connection, continue below.

Reboot your router

Sometimes, you just have to try the classic on/off again by rebooting your router. To do this, follow the steps below:

1. Unplug the power cable from your router
2. Unplug the ethernet cable from the following port (depending on which router you have):
   • Nokia = WAN port
   • Cambium = WAN port
   • Linksys = Internet port
3. Wait for at least 60 seconds
4. Plug the ethernet cable and power cable back into the router
5. Check your connection again. Please note: it can take up to 15 minutes for your router to reboot

Call us

If you’ve tried the above and still have no connection, please get in contact with us and we’ll help resolve this for you.

To help speed up the process, please have the below ready when contacting us:

1. What speeds you are getting on an online speed test (preferably with and without a wired ethernet cable)
2. The make of router you have (e.g. Nokia or Linksys)
3. The MAC address of the router which is located on the base of the router

You can call our support team on 01905 676 121 between the following times:

• Weekdays: 9am – 8pm
• Weekends: 8am – 6pm

If you’d prefer, you can raise a ticket using our online enquiry form and we will get back to you as soon as possible.