Troubleshooting Fibre Internet Issues
This article covers common troubleshooting steps for Fibre Internet service. These steps can help you identify and resolve issues affecting your Internet connection.
Step 1: Check for Outages
Before diving into troubleshooting, it's essential to check if any known outages are affecting your area. You can do this by visiting Fibre Internet Network Status. If an outage is confirmed, we will be working to restore service as quickly as possible.
Step 2: Verify Connections and Power
Ensure all cables are securely connected, including the fibre-optic cable and the Ethernet cable connecting your network device (Optical Network Terminal) and Wi-Fi 7 Hub(s). Verify that both the network device and the Wi-Fi 7 Hub are powered on.
Step 3: Restart Your Devices
Power cycling your devices can often resolve minor connectivity issues. To do this, follow these steps:
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Check if you are having issues with all of your connected devices (i.e., smartphones, tablets, computers, smart TVs) or only one or a few devices.
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If you are only having issues with one or a few connected devices, restart them to see if that resolves your problem. If all of your devices are having Wi-Fi issues, proceed to step 3.
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Turn off the network device (Optical Network Terminal) by pressing the ‘On/Off’ button to first turn off, then again to turn back on.
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Unplug the power cords from the network device and first Wi-Fi 7 Hub.
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Wait for at least 30 seconds.
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Plug the power cords back into the network device and first Wi-Fi 7 Hub.
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If you have additional Wi-Fi 7 Hubs, unplug the power cords from those devices, wait 30 seconds and then plug them back in. -
Turn on your devices and wait for them to restart fully.
Step 4: Check the network device (Optical Network Terminal)
The network device should have a steady power light and a solid light, indicating a proper connection. Contact our technical support team for further assistance if any of these lights are off.
Step 5: Check the Wi-Fi 7 Hub that is connected to the network device (Optional)
The Wi-Fi 7 Hub that is connected to the network device (Optical Network Terminal) should display a solid green light, indicating a proper connection. If the light is red or not lit, try resetting the Wi-Fi 7 Hub by pressing and holding the reset button on the back of the device for 10 seconds.
Step 6: Perform a Speed Test
Scan the health of your network using the self-help app WiFiMax. Download the free WiFiMax app onto your smartphone or tablet.
Alternatively, you can also conduct a speed test on a wired device connected directly to the network device or Wi-Fi 7 Hubs using an Ethernet cable.
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Step 7: Contact Bell Technical Support
If the above troubleshooting steps do not resolve your Bell Internet issues, contact our technical support team for additional assistance. Our team can help diagnose and resolve the underlying issues with your service.