Can't connect to broadband and have a red light on your ONT

‎26 Nov 2025 10:40 AM
Community Manager

Check your ONT is working

  1. Switch your ONT off at the mains.
  2. Whilst it’s off, check:
    • The power cable is plugged firmly into your ONT.
    • It's plugged in.
    • It's not switched off on your ONT - if it’s got an ON/OFF switch.
    • The main wall socket or extension lead is working – plug a different device into the socket to see if it has power.
  3. Switch your ONT back on at the mains. Wait a few minutes for it to restart.

The Power light should be green. And, if it's after your activation date, the PON/Broadband light should be green too.

 

Good to know: Like your hub, your ONT always needs power for your broadband to work, so make sure you don’t turn it off.  Get in touch if your ONT is damaged.

 

  1. Switch your ONT off at the mains.
  2. Wait 30 seconds, then switch your ONT back on

It’ll take a few minutes for it to fully restart and all the lights to return to normal.

Get in touch if the LOS light is still red.

 

  1. Check the Fibre cables are connected and not damaged.
  2. Switch your ONT off by removing the power cable for 10 seconds.

It’ll take a few minutes for it to fully restart and all the lights to return to normal.

Get in touch if the LOS light is still red.

 

CLICK HERE to go to the Broadband Community, and select the blue button in the top left to start a new conversation.

 

CLICK HERE For information on ONT types and what they look like.

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