How to Stay Connected during a power outage
Why is Load Shedding affecting my Internet Connection?
The pandemic has made having a working Internet connection even more vital and when bad weather and Eskom load-shedding play havoc with infrastructure it is an unfortunate reality that the result is a significant increase in outages and service interruptions.
You should ideally have a backup power solution for your Internet router and wifi access points as this will go a long way towards protecting you from some of the load-shedding issues that can arise.
For more information on these solutions you can refer to our power tips guide, or look for backup power solutions in our online store.
When the power comes back on, check to see if power has been restored to both your router and ONT.
If the answer is yes , make yourself a hot drink, take a deep breath and wait the extra 20-30 minutes for your connection to restore itself automatically. There’s a good chance it will be up by the time you finish your drink.
There are many solutions in place both at Mweb and with our network partners designed to detect and report problems on the network automatically.
If your connection has not come back up on its own, we urge you to consider checking for a reported outage and then if possible waiting at least an hour and checking again before reporting the fault to our call center.
We understand how important your connection is to you and we wish that we could speak to every customer who experiences an outage personally, but these scenarios place considerable pressure on our call centers and we respectfully ask that you wait a little longer and try the self-help suggestions below, before picking up the phone.
We’ve seen some ‘community technical experts’ giving out advice about unplugging fibre cables and ONT power and even factory resetting equipment.
Please avoid these options unless you are very confident technically and know how to undo what you are attempting.
Even if you are technically confident, never factory reset your fibre ONT as this will result in an expensive technician callout.
We recommend the following restart sequence after a reasonable wait for the connection to restore itself:
Ideally this should not happen, but routers do occasionally lose their settings after a power cut.
If you have an Mweb supplied router and you think this may have happened, you can find the setup guide for your router here and carefully attempt reconfiguring it yourself.