12 Connection troubleshooting Connection troubleshooting 13
Connection troubleshooting
Openreach modem
light status
Openreach optical network
connector light status What’s happening What to do
Off Off
There’s a problem with your power supply
or power is off
Check your power cable’s plugged in correctly and mains power is on. Then restart your modem
Flashing green Not applicable Modem is restarting Wait until light is green – can take a couple of minutes
Off Not applicable Broadband isn’t working
Check the DSL cable is plugged into the DSL socket on the back of the modem and the
engineer-installed wall socket. If you’re using an extension socket, check this is also
plugged in. Restart your modem
Flashing green
PON or Optical
flashing green
Modem is restarting Wait until the light is steady green – this can take a few minutes
Off Off Modem can’t detect Home Hub
Check your broadband cable is plugged in between the LAN 1 socket on your modem and the
red Infinity socket on your Hub. Check your Hub’s Power light is blue – if it isn’t, see page 14.
Then try restarting your modem. Then restart your Hub: press and release the Restart button
on the side
DSL steady green
LAN 1 green
PON green, LOS
is off or Optical
is green
Modem is connected to broadband
and your Hub, and is working
Check Hub lights table on page 14 for connection troubleshooting
Not applicable
PON off, LOS or
Optical is red
Broadband isn’t working Check the fibre cable isn’t damaged and is firmly plugged in
POWER
LAN1
PON LOS
OPTICAL PORT1 PORT2 PORT3 PORT4 TEL1 TEL2 POWER
PORT4 PORT3 PORT2 PORT1 TEL2 TEL1 POWER
Still not working? If you’ve tried the table above or you find you’re having to restart
your Hub a lot, call us on 0800 111 4567.
The first thing to do if your connection isn’t working is check your modem and find out
what to do using the table below. You could have either an Openreach modem or an
Openreach optical network connector.
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