Frequently Asked Questions

STEP 1: Make sure your account is active and that there are no outstanding bills.
STEP 2: Turn off the power your ONU (ONU) and WiFi Router and remove the power plug for 10 seconds, then switch it back on.
STEP 3: Wait 2 minutes for the ONU and Router to reboot, then check the LED light status on your ONU (ONU) and WiFi Router (instructions below).

ONU (ONU) :
STEP 4: If LAN is Off/Red; ensure the LAN cable is connected properly OR change to a new LAN cable.
STEP 5: If PON/Service is Off/Red; ensure the Fibre cable is connected properly.
STEP 6: If LOS is Off/Red; please call our help line at 018 388 1318 to log case to technical support team.
 

Green or Blue lights indicate that the ONU is working normally.

WIFI ROUTER:
STEP 6: If the ONU is working normally, check the router and make sure the POWER, LAN, WI-FI and Internet lights are ON
STEP 7: If POWER is off, check the plug connection or try a different plug point
STEP 8: If LAN is Off/Red; check the LAN cable and ensure is connected properly from ONU.
STEP 9: : If INTERNET is Off/Red, please call our help line at 018 388 1318 to log case to technical support team.
 

Green, Blue or White lights indicate that the Router is working normally.

STEP 10: Please call our help line at 018 388 1318 to log case to technical support team.
We will raise this to level 2 support if the problem is not yet solved at this point. Please note that there may be a RM180 charge should a technician be required on site depending on circumstances.

Step 1: Connect your laptop/desktop to the Router using a LAN cable
Step 2: Disconnect VPN (if any) & all other devices connected to Router via WiFi. Only one device should be connected during the speed test.
Step 3: Perform speed test at https://www.speedtest.net/
Step 4. Go to Command Prompt on your laptop/desktop (Press Windows Key, type “CMD” and press Enter), copy this text ping google.com and paste to the CMD screen then press enter:
You should see a screen that looks like this:

Step 5: If results show below 100ms; it means your Internet connection is normal, but the website or server you are trying to reach previously is experiencing high traffic
Step 6: If result show above 100ms; please call our help line at 018 388 1318 to log case to technical support team.

Step 1. Turn off the power your ONU (ONU) and WiFi Router and remove the power plug for 10 seconds, then switch it back on. Wait 2 minutes for the ONU and Router to reboot.

Step 2. Check your device’s WiFi connection and switch to 2.4GHz especially if your devices is farther away from the Router.

Step 3. Inspect the ONU; if PON light is Off/Red; ensure your Fibre cable is securely connected without any sharp bending or damage to the cable

Step 4: Inspect the Router; If LAN is Off/Red; check the LAN cable and ensure is connected properly from ONU.

Step 5. If the Power light for either devices goes off, or blinks between on and off, please use a different plug point, and ensure that the power plugs are connected securely

Step 6. If the issue persists, call us at 018 388 1318 to log case to technical support team.

Step 1. Go to www.google.com - if you are unable to access Google as well, please refer section “What should I do if my fibre connection is totally disconnected” for guidance.
Step 2. If you can connect but unable to browse; go to Command Prompt on your desktop or laptop (press Windows key, type 'CMD' and press Enter)
Step 3. Copy the command line below and paste into CMD box to perform a trace route (replace google.com with the problematic URL)Step a) Command for traceroute on CMD >> tracert google.com
Step 4. Copy the command line below and paste into CMD box to perform a ping test (replace google.com with the problematic URL)
Step b) Command for Ping >> ping google.com
Step 5) If the issue persists, call us at 018 388 1318 to log case to technical support team. Please save the pingtest and tracert screenshot result.