My service is offline what do I do?
Experiencing a service outage can be quite frustrating. To expedite the process of getting back online, it's advisable to conduct some initial troubleshooting on your connection. Often, basic checks can swiftly resolve the issue.
If you're setting up a new connection or have chosen the self-installation option, please click here for more information.
As a first step, power cycle your modem/router by turning it off for 30 seconds. This simple procedure can often re-establish your connection. If the issue persists, there are additional troubleshooting steps you can explore.
| Connection Type | Description | Steps |
| Fibre to the Node (FTTN – VDSL2) | Fibre runs to the node; copper lines are used up to the premise. | Check the line cable is securely going to the phone socket in from where the lead-in enters your premises. |
| Fibre to the Node (FTTN - G.hn) | Fibre runs to the node; copper lines are used up to the premise and connected to Capti supplied modem. | Power cycle the Network Termination Device (NTD). Check the line cable is securely going to the phone socket in from where the lead-in enters your premises. The following lights should be on your NTD: |
| Fibre to the Premise (FTTP) | Fibre runs directly to the premise and connected to Capti supplied modem. | Power cycle the Network Termination Device (NTD). The following lights should be on your NTD: |
| HFC | Fibre runs to the node/basement; coaxial lines are used up to the premise. | Network Termination Device (NTD)/ Coaxial modem. The following lights should be on your NTD: |
| Fixed Wireless | An outdoor antenna is installed on the roof and linked to an indoor Capti device. | Check that the PoE injector (the power supply for your dish on the roof) is powered on, most of them will have a small white LED light on the top to show when it is receiving power. You can try power cycling this device, too |
What’s next?
Once you have checked all you can on your internal setup, contact our support team who are more than happy to assist. They will run through any additional troubleshooting with you and determine the next best step and if your offline service requires any escalation.