how to troubleshoot your ont

Troubleshooting your ONT

An ONT, or Optical Network Terminal, is the box where your fiber internet connection enters your home to power your fiber network. Your ONT is typically located in your garage, basement or outside your home within a few feet of your home’s power box.

Often, you can resolve internet issues by checking the power to, or restarting, your ONT.

Not sure if you have an ONT? The video below can help you identify if you have one.

What is an ONT?

Are you a fiber customer? Learn how to identify your Optical Network Terminal, or ONT.

Step 1: Do you have a service outage?

If you’ve lost connection, check to see if there is a service outage in your area.

Service address

Step 2: No outage? Check your router or equipment

No outage in your area? Try restarting your router before troubleshooting your ONT. Follow these steps or watch the video below.

Press the power button or unplug the power cord to your router.
Turn the router back on or plug it back into the electrical outlet and wait 30 seconds.

Note: If your router has no lights on, make sure it has power.

How to restart your router

Can't browse or get online? Restarting your router will usually resolve most problems such as slow speeds, disconnects or wireless issues.

Step 3: Check the power to your ONT

If restarting your router didn’t work, check to make sure your Optical Network Terminal (ONT) is receiving power. Your ONT is typically located in your garage, basement or outside your home within a few feet of your home’s power box.

Watch the video below or follow these steps to learn how to check if the device is receiving power.

Have power in your home but not your ONT? Check to see if your ONT is plugged into a GFCI outlet. These outlets can trip for many reasons, including a power outage, power surge or storm.

Tip: You can tell the difference between a GFCI outlet and normal outlet by the buttons in the middle of the GFCI outlet.
Test the GFCI outlet by unplugging the ONT and plugging in a lamp, hairdryer or any corded electrical device you have.
Still have no power? You’ll need to reset the outlet. Check the two little buttons on the outlet. One says reset. One says test.
Press the reset button. Plug your ONT back into the outlet. Wait at least five minutes for your power to be restored.

How to verify or restore power to my ONT

If you have power in your home but not in your ONT, you may need to reset it. Here's how.

Step 4: Restart your ONT

If your ONT has power, but your Fiber internet is still down, try restarting your ONT. Watch the video to learn how.

Make sure your ONT lights are on and the device is receiving power.

Note: If you have a battery backup unit attached to your ONT, you’ll need to remove one of the battery leads so it stops powering the ONT. Instructions will be posted on the battery backup unit.
Unplug the ONT. Wait at least five minutes, then plug your ONT back into the outlet. If you have a battery backup unit, wait 30 seconds, then reconnect the battery lead.
Wait at least five minutes for service to be restored.

How to restart your ONT

Restarting your ONT is also known as power cycling. It can be a key troubleshooting step when all your services are out, and often solves the issue you’re experiencing.

INTERNETTroubleshooting internet issues

INTERNETHow to restart your router or set-top box

IN THIS ARTICLE

Step 1: Check for a service outage
Step 2: Restart your router
Step 3: Check the power to your ONT
Step 4: Restart your ONT