Fibre Troubleshooting Guide

• If your fibre connection isn't working as expected, whether it's slow, unstable, or completely offline, follow these steps to troubleshoot before logging a fault.

  1. Check for a Known Outage

  Before anything else, visit the [Mweb Network Status page] to see if there’s a known outage in your area.

  2. Check the Lights on Your ONT

  The ONT (Optical Network Terminal) is the small box installed by your Fibre Network Operator (FNO).

  Here’s what to check:

  • Power Light: Should be on.

  • LOS or Alarm Light: If red or flashing, there may be a line fault; contact us.

  • PON or Optical Light: Should be solid green to indicate a live fibre signal.

  3. Reboot Your Devices

  Power off and unplug:

  • Your ONT

  • Your WiFi router

  Wait 30 seconds, then plug the ONT back in. Once the lights are stable, reconnect the router.

  4. Check Cables and Connections

  Make sure:

  • The fibre cable going into the ONT hasn’t been bent or damaged.

  • All network and power cables are securely plugged in.

  • The LAN cable between the ONT and router is in the correct port (usually LAN1 on the ONT and WAN/Internet on the router).

  5. Test Speed via Ethernet

  Connect a laptop directly to your router using a network cable and run a speed test at speedtest.mweb.co.za.

  This gives the most accurate results and rules out WiFi-related issues.

  6. Check for Device or WiFi Issues

  If only some devices are affected, or the issue is over WiFi only:

  • Move closer to the router.

  • Disconnect devices not in use.

  • Restart your phone/laptop.

  If performance improves, it may be a WiFi signal issue rather than a fibre line issue. Consider adding a WiFi extender or mesh system if needed.

  7. Still Not Working?

  If you've tried the above steps and the connection is still down or unstable:

  • Make note of the ONT light status.

  • Note when the problem started and if it's constant or intermittent.

  Then, [log a fault with Mweb Support], and we’ll take it from there, including liaising with the FNO if needed.