If you have no internet connection, there are a few basic checks you can carry out before contacting the Fastnet Helpdesk.
This guide is for broadband and FTTP services where Fastnet has supplied a Zyxel router.
Please do not factory reset the router unless we have specifically asked you to do so. A factory reset may remove the configuration required for your service to work.
Check whether the issue affects wired, wireless, or both
First, try to confirm whether the problem affects all devices or only some devices.
Please check:
- Are wired devices connected by Ethernet working?
- Are wireless devices connected by Wi-Fi working?
- Is the issue affecting one device or all devices?
- Can any device access the internet?
- Are you connected to the correct Wi-Fi network?
If wired devices are working but Wi-Fi devices are not, the issue may be related to wireless connectivity rather than the broadband service itself.
If both wired and wireless devices are offline, the issue may be with the router, cabling, broadband service, or FTTP ONT.
Check the router power
Check that the Zyxel router is powered on.
Please make sure:
- The power cable is firmly connected.
- The plug socket is switched on.
- The router power light is on.
- The router has not been accidentally switched off.
If there are no lights on the router, try another power socket if available.
Check the cabling
Please check that all cables are firmly connected.
For SoADSL or SoGEA services, check that the DSL cable is connected to the DSL port on the Zyxel router and to the telephone socket. If your socket is not pre-filtered, make sure the DSL filter is connected correctly.
For FTTP services, check that the Ethernet cable is connected from the WAN port on the Zyxel router to the ONT.
The ONT is the fibre termination box installed at your premises.
Please also check that the ONT has power and that the cable between the ONT and router is securely connected at both ends.
Reboot the router
A reboot can often resolve temporary connection issues.
To reboot the router:
- Switch the Zyxel router off at the power.
- Leave it switched off for 15 minutes.
- Switch the router back on.
- Allow several minutes for the router to reconnect.
Check the router lights
After the router has been powered back on, check the lights on the front of the Zyxel router.
Useful things to note include:
- Whether the power light is on.
- Whether the broadband, DSL, WAN, or internet light is on or flashing.
- Whether the Wi-Fi light is on, if you are using wireless.
- Whether any lights are red or not showing as expected.
The lights can help us understand whether the router is receiving a broadband or FTTP connection.
Check the ONT for FTTP services
If you have an FTTP service, please check the ONT as well as the router.
Please make a note of the lights showing on the ONT, especially if any lights are off, red, or flashing.
Also check that the ONT has not been unplugged or switched off.
When to contact Fastnet
If the service is still not working after completing these checks, please contact the Fastnet Helpdesk.
When contacting us, please provide:
- Your company name
- Your site address
- Your circuit ID or customer reference, if known
- Whether the issue affects wired, wireless, or both
- Whether one device or all devices are affected
- The lights showing on the Zyxel router
- For FTTP, the lights showing on the ONT
- Whether the router has been rebooted for 15 minutes
- Whether any cabling has been changed or disconnected
Providing this information helps us investigate the issue more quickly and progress the fault where required.