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ONT Diagnostic Checks
Freedom Fibre ONT
Identifying your ONT
The ONT (Optical Network Terminal) could look different depending on when you had your service installed.
If you need help finding your ONT, look for a small white box, mounted to a wall within your property (usually on the ground floor).
Freedom Fibre ONT with working lights
The freedom fibre ONT in working order should have a green "Power", a green "PON or 10-GPON" and a green (or flashing green) "Data or 2.5GE-ETH2"; the "Alarm or LOS" light should be off.
Is your ONT power light off?
Check that the power cable is securely connected to both the ONT and a working mains power socket. Make sure that the socket is switched on.
If you still don't have power, try plugging the ONT into a different mains power socket to make sure that the issue isn't with the socket itself.
If you've tried multiple power sockets and are still having trouble, it's possible that your ONT or power cable is faulty. In this case, please contact our Technical Support team for further assistance.
Is your ONT Alarm or Optical light red, or flashing red?
Restart your ONT, disconnect the power cable for at least a minute before reconnecting it. Wait for around 2 minutes for the ONT to come back online to see if the lights no longer indicate an issue.
It may be you're affected by a wider issue in your area, you can check for outages on our Service Alerts page.
If you're in the clear, we'll try resetting your ONT.
If the lights still show the same issue. Get a pin, unfolded paper clip or a SIM card removal tool, then continuously press into the reset hole on the underside of your ONT for 10 -15 seconds.
All lights on your ONT go off or flash. Then release the button and wait around 2 minutes for your ONT to reset.
Is your ONT Data or 2.5GE-ETH2 light off?
Make sure the Ethernet cable connecting your ONT to your router is secure and in place. This will be going into a grey or black socket and may be labelled "LAN-10GE or 2.5G-ETH2" depending on the model variant of your ONT.
If you would like to check that the other side of the cable is going into the right port on your router you can find a guide here if you have a FRITZ!Box and here if you're using an eero.
If the cable is secure at both ends. Test an alternative Ethernet cable using the same steps above.
Is your ONT Alarm light Green or flashing Green or you LOS light flashing Red?
When the Alarm light is flashing green or the LOS light is flashing Red, this indicates that the device is attempting a software/firmware update, if the ONT software/firmware update is complete the light will turn solid and go off shortly after.
It is recommended that you leave this device for a short period of time while it carries out this update, this should take no longer than 15-20 minutes.
If the lights do not go off after this time period then restart your ONT, disconnect the power cable for at least a minute before reconnecting it. Wait for around 2 minutes for the ONT to come back online to see if the lights no longer indicate an issue.
Still experiencing issues?
Does your ONT show all of the correct lights but you still don't have a connection?
It may be that you need some alterations to your Router Settings. You can find a handy guide to walk you through what to check/change here.
Contacting Technical Support
If the above steps do not resolve your connectivity issues, please contact our Technical Support team for further assistance.
