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No internet: work through these checks

Check whether the issue is your cabling, router, or network settings.

Work through these checks in order. Start with the fibre box, cabling and router because these are the most common causes when a service has just been connected or a router has been changed.

1. Check fibre-box lights and cables

  1. Confirm that the fibre box has power. Do not unplug the thin fibre lead.
  2. For Huawei, check PON is green and LOS is not flashing red. For Enablence, check the Network indicator.
  3. Confirm that Fibre Box LAN 1 or Port 1 connects to the router WAN or Internet port.
  4. Check that LAN 1/Port 1 and router WAN link indicators are on or flashing.
Flashing red LOS or no fibre signal: contact AFTEL. Router or Wi-Fi settings will not repair an optical-signal loss.
No LAN 1 light: the fibre box cannot see the router. Check the cable path and router WAN port.
Fibre and LAN 1 lights look normal: continue to the router checks.

2. Check the router settings

  1. Turn the router off, wait 30 seconds, turn it on and allow several minutes to reconnect. Restart it once only.
  2. Sign in to the router and check the WAN or Internet status.
  3. Confirm the router is using Ethernet WAN and PPPoE, not VDSL, DSL or Dynamic IP.
  4. If authentication failed, carefully re-enter the AFTEL PPPoE username and password.
The router WAN light is off

Check that the cable uses the WAN or Internet port. If it is a combined LAN/WAN port, confirm the router is set to Ethernet WAN mode.

The router says PPPoE authentication failed

Check both credentials for capital letters, punctuation and spaces. If they still fail, contact AFTEL rather than repeatedly resetting the router.

The internet works by cable but not Wi-Fi

The AFTEL connection is online. Continue to the Wi-Fi guide.

3. Run a direct cable test

This bypasses the patch panel, room socket and in-wall cabling so you can identify whether the house cabling is interrupting the connection.

  1. Move the router close enough to the fibre box for a known-good Ethernet cable to reach.
  2. Connect Fibre Box LAN 1 directly to the router WAN or Internet port.
  3. Restart the router once and wait several minutes.
  4. Check the router Internet status and try opening a website.
If the direct connection works: the service and router are likely functioning. The problem is probably the patch panel, room socket or in-wall cabling.

4. Check network status and contact AFTEL

If the physical connection and router settings are correct but every device remains offline, open the AFTEL network status page using mobile data or another connection.

One device or every device? If only one phone, computer or television is affected, the AFTEL service is probably online. Restart that device and reconnect it to Wi-Fi before changing the router.

If no relevant incident is shown, collect the following details for AFTEL support:

  • Your service address and best contact number.
  • Fibre-box brand and a photograph showing its lights.
  • Router brand and exact model from the label.
  • Whether Fibre Box LAN 1 and router WAN lights are on.
  • The router WAN status or exact error message.
  • Whether the direct cable test changed the result.
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