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Fibre Troubleshooting Guide

Check the Network Status page for an outage in your area. If there isn’t one, check that the power light on your ONT is on and the PON light is solid green, then unplug the ONT and router, wait 30 seconds, and plug the ONT back in first. If the LOS light is red, it is a line fault and you need to log it with us.

2 min read7 steps

  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. If there is, sit tight - our team is already on it.

  2. Check the Lights on Your ONT

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

    Damaged or loose cables are a common cause. 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 runs from LAN1 on the ONT to the WAN/Internet port on the router.

  5. Test Speed via Ethernet

    Connect a laptop directly to your router with 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 or laptop.

    If performance improves, it may be a WiFi signal issue rather than a fibre line issue - consider a WiFi extender or mesh system.

  7. Still Not Working?

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

    • Make note of the ONT light status.
    • Note when the problem started and whether it’s constant or intermittent.

    Still stuck?

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

    Log a fault Check network status

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