Basic troubleshooting for your Ting Fiber connection

Internet not working? Here are some simple steps to check the status of your Ting fiber modem (ONT) and Zyxel wireless router and troubleshoot your service.  If you suspect a possible outage in your area, you can check our network status at www.tingstatus.com for the latest updates and/or contact our Support team at 1-844-846-4994 at anytime; our lines are available 24/7/365.

  

Step 1: Check your fiber modem LEDs

1) Charlottesville

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Power  --- Fully booted when solid green 
Broadband  --- Online when solid green; offline if solid red
Service  --- Online when solid green; offline when dark
Ethernet  --- Blinking green when ethernet cable is connected

 

2) All other Ting towns

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Power  --- Fully booted when solid green
Fiber  --- Online when solid green
LAN  --- Blinking green when ethernet cable is connected

 

Step 2: Check your router LEDs

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1) Power  --- Solid white when fully booted
2) WAN  --- Blinking when ethernet connected to blue WAN port
3) Internet  --- Blinking when online
4) 5G WiFi  --- Blinking when enabled and broadcasting
5) 2.4G WiFi  --- Blinking when enabled and broadcasting
6) Ethernet 1-4  --- Solid white when ethernet connected to respective numbered port
7) WPS  --- Solid white when enabled, blinking white when WPS process initiated
8) USB 1 & 2  --- Solid white when USB mass storage device connected 

 

Step 3: Check the buttons on the router

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Buttons must be pressed 'in' for the respective function to be enabled. Try toggling the buttons if you are unsure of the status of said function. Check the front panel for the appropriate LED indicators from the chart in Step 6.

 

Step 4: Check that your router cables are secure

  1. Power cable must be plugged in for operation
  2. Ethernet cable must be plugged from the fiber modem to the blue WAN port

 

Step 5: Check for damage or kinks to your fiber jumper

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  1. Fiber jumper is typically yellow or white with green connectors
  2. The jumper should be free from breaks, cracks or severe bends (less than 100°)
  3. It should be connected to the GPON port on your fiber modem and a plastic wall plate
  4. Any excess cable is spooled into a 3-4" loop and zip-tied.  The loops should be even without any loops being pulled tighter than the rest.

 

Step 6: Powercycle your equipment

  1. Unplug the power adapter for your router and/or fiber modem
  2. Wait 20 seconds and plug in the power
  3. The equipment will take 3-4 minutes to boot up.  The Power LED indicator will blink while booting and turn solid when completed.
  4. Connectivity should be restore if the Internet (globe) appears on the Zyxel router

 

Step 7: Contact us if connectivity issues persist

  • Call us at 1-844-846-4994, 24/7/365
  • Email or chat with us at www.ting.com/support
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