Firstly – Don’t Panic
Step 1: Restart your WiFi router and fibre box by plugging them out by the wall, waiting 10 seconds, then plugging them back in. Check now if you are connected.
Step 2: Type in 192.168.0.1 in the URL/Search bar of your browser and connect to your WiFi router with the router password. If the router gives you any errors on the Internet Status page, try any of the steps it provides.
Step 3: Connect directly to the fibre box via LAN Cable and see if you have internet.
Step 4: Check the fibre box and see which lights are burning.
Step 5: Capture the S/N and MAC of the fibre box. It will be located on the device, usually under it, with a sticker.
Step 6: Provide images/screenshots of the status page including; The WAN IP.
Step 7: Provide images of the lights on the fibre box and wifi router.
If you are still unable to come online, kindly be patient for another 2 hours max to see if the issue is resolved. 95% of the time, the internet is back up and running after 2 hours of downtime due to a fault at the POP. If the internet does not come back on after 2 hours, kindly send all the details mentioned above to [email protected]