Troubleshooting Your Ting Fiber Connection

If you're having trouble with your internet connection, the first thing to do is check your Ting fiber access point, also known as the ONT, and your wireless router. If you suspect an outage in your area, check for the latest updates on our network status page or contact support for help.

What is the ONT?

An ONT (Optical Network Terminal) is a small box that is installed inside your home, similar in size to a deck of playing cards. It converts the fiber optic signal into Ethernet, which can then be connected to a router. The router can be Ting's wireless router, or a router you provide yourself.

The ONT has lights similar to your router. Check if ONT lights are missing. It typically means there is an issue with the fiber or ONT. Ensure that the power cord and fiber are connected and not loose.

ONT1.png             ONT2.png

Step 1: Check Fiber Modem LEDs

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    LED Color Status
    Power Solid green Fully booted
    Broadband Solid green Online
    Solid red Offline
    Service Solid green Online
    Dark Offline
    Ethernet Blinking green Ethernet is connected
  • *Some areas

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    LED Color Status
    Solid Blue Online
    Blinking Blue Firmware upgrade in progress.
    Solid Red Boot up failed. Call 1-844-846-4994
    Blinking Red ONT is booting up.
    Solid Purple Failed to provision, call 1-844-846-4994
    Blinking Purple ONT service is provisioning.
    Solid Green Fiber service online.
    Blinking Green Fiber is not online. Call 1-844-846-4994
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    LED Color Status
    Power Green The device is on.
    Red Failed to start properly. Call 1-844-846-4994
    Off ONT is not powered. Check the power cable.
    Link Green ONT has light.
    Off ONT is not receiving light. Call 1-844-846-4994
    Auth Solid Green ONT is activated on the network.
    Blinking Green ONT is activating.
    Off ONT did not activate. Call 1-844-846-4994
    Internet Solid Green ONT has an IP and is online (router mode).
    Blinking Green ONT is acquiring DHCP IP.
    Off ONT is in bridge mode or failed to acquire an IP address.
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    LED Status
    Power Fully booted when solid green.
    Fiber Online when solid green.
    LAN Blinking green when ethernet cable is connected.

Step 2: Check Router LEDs 

To see what your LED indicator means, click on your router below.

  • Numbered_ONT.png

    LED Status
    (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 is connected to the respective numbered port.
    (7) WPS Solid white when enabled, blinking white when the WPS process is initiated.
    (8) USB 1 & 2 Solid white when the USB mass storage device is connected. 
  •   LED

    Status




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    (1) Power

    Solid green.

    (2) WAN/Globe Blinking green.
    (3) Ethernet 1-4 Blinking green when ethernet is connected to a respective numbered port.
    (4) USB Blinking green when the USB drive is plugged in.
    (5) 2.4G Blinking when enabled and broadcasting.
    (6) 5G Blinking when enabled and broadcasting.
  • eero_6_LED.png

    LED Status
    No Light eero does not have power.
    Blinking White Booting up/connecting to the internet.
    Solid White Connected to the internet.
    Blinking Blue Broadcasting Bluetooth signal.
    Solid Blue Connected to the network and is setting up.
    Blinking Green Multiple eero devices are detected.
    Blinking Yellow An unapproved power source is being used.
    Solid Red Not connected to the internet.

Step 3: Check Router Buttons (Zyxel routers)

ONT_behind.png

  1. Buttons circled above must be pushed in. Toggle them in and out if you are unsure.
  2. Then, refer back to the LED indicators in the section above.

Step 4: Check Router Cables 

Please ensure that the following cables are properly connected: 

  1. The power cable is plugged in.
  2. The Ethernet cable connects the fiber modem to the WAN port.

Step 5: Check for Damage or Kinks to Your Fiber Jumper

cable.jpg

The fiber jumper is typically yellow or white with green connectors.
Check for the following:

  1. Free from breaks, cracks, or severe bends (less than 100°).
  2. Connected to the GPON port on your fiber modem and a plastic wall plate.
  3. Make sure to spool the excess cable into a 3-4" loop and zip-tie it neatly. The loops should be even without any loops being pulled tighter than the rest.

Step 6: Power Cycle Your Equipment

To power cycle your router and/or fiber modem, follow the steps below:

  1. Unplug the power adapter for your router and/or fiber modem.
  2. Wait 20 seconds.
  3. Plug in the power adapter again.
  4. Wait for 3-4 minutes for the equipment to boot up.
    While booting, the power LED indicator will blink. Once completed, it will turn solid.
  5. To confirm that your connectivity is restored, check if the Internet (globe) appears on the Zyxel router or if the LED light is solid white on the eero Pro 6e.

Still Not Working? Contact Us

Contact us anytime. We are available 24/7/365.

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