Troubleshooting your Ting Fiber Connection

Step 1: Check ONT LEDs

An ONT (Optical Network Terminal) is a small box similar in size to a deck of playing cards that is installed inside your home. 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 off. It typically means there is an issue with the fiber or ONT. Ensure that the power cord and fiber are connected and not loose.

Example of ONT box's lights on indicating it's working. Image of an ONT box connected to a Ting router.

ONT Devices

To know what the light on your device means, find your device in the list below.

Adtran 401 and 411

Image of a router used in all other Ting towns. — Used in Charlottesville, VA, Westminster, MD, Fuquay-Varina, NC, Holly Springs, NC, Sandpoint, ID, and Centennial, CO.

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

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Calix 801 and 803G

Image of a Calix 801G or 803G — Used in Charlottesville, VA.

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Power: Fully booted when solid green.
Broadband:
- Online when solid green.
- Offline when solid red or dark
Service:
- Online when solid green.
- Offline when dark.
Ethernet: Connected when blinking green.

Calix GigaPoint 1100X

Image of a Calix GigaPoint 1000X router. — Used in most Ting towns

Power: Fully booted when solid green.
Broadband:
- Online when solid green.
- Offline when solid red or dark
Service:
- Online when solid green.
- Offline when dark.
Ethernet: Connected when blinking green.

Nokia 7368

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Power:
- Green: The device is on.
- Red: Failed to start properly.
- Off: ONT is not powered. Check the power cable.
Link:
- Green: ONT has light.
- Off: ONT is not receiving light.
Auth:
- Solid Green: ONT is activated on the network.
- Blinking Green: ONT is activating.
- Off: ONT did not activate.
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.

Calix GigaPoint 1000X

When everything is working properly with a GP100X, the LED strip will be a solid blue color. Any change in color or blinking pattern indicates non-normal function.

Solid blue: Fully booted and functioning normally with internet service.
Blinking blue: In process of booting up, still establishing a connection to the internet.
Solid red: Failed to boot up properly or has lost internet connectivity.

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Step 2: Check Router LEDs

To know what the light on your device means, find your device in the list below.

eero Pro 6E

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.

Zyxel EMG3425-Q10A

‍(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 / LAN 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.

Zyxel EMG6726

(1) Power: Solid green.
(2) WAN/Globe: Blinking green.
(3) Ethernet / LAN 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.

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Calix 8446 Combo Router

Used only in Charlottesville, VA. This unit works as a combination fiber access point and router.

(1) Power: Blinking during startup but otherwise should remain solid.
‍(2) Broadband: Normally Blinking but may remain solid at times. It indicates light moving across the fiber and into the unit.
‍(3) Service: Blinking when online.
‍(4) WiFi (2.4G & 5G)Blinking when enabled and broadcasting.
‍(5) Ethernet: Ethernet lights 1 through 4 indicate an active connection when a device is wired to the respective port
‍(6) USB: Solid when ethernet is connected to the respective numbered port.
‍(7) WPS: Solid when enabled, blinking when the WPS process is initiated.

Step 3: Check Router Buttons (Zyxel routers)

Image of a Zyxel router's power button and On/Off WiFi & LED buttons.

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

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Step 4: Check Router Cables

Please ensure that the following cables are properly connected:

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

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

Fiber Jumper cables that's yellow with green connectors.

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

Free from breaks, cracks, or severe bends (less than 100°).
Connected to the GPON port on your fiber modem and a plastic wall plate.
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: Turn Equipment OFF/ON

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

Unplug the power adapter for your router and/or fiber modem.
Wait 20 seconds.
Plug in the power adapter again.
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.
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.

Need help with your service?‍

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