How do I proceed in the event of a malfunction? (fiber)

    General fault

    In the event of a fault, please take a look at our status page. Faults and maintenance work are communicated on the status page. It can sometimes take a while for new faults to be displayed there. We are always working to provide information as quickly as possible.

    First steps Troubleshooting

  1. Restart all devices (routers, computers, switches, etc.). Test whether all end devices are affected or only individual ones.
  2. Is the fibre optic cable correctly connected to the correct connector number (plug) on the OTO socket?
  3. Disconnect both ends of the fibre optic cable and plug them back in.
  4. Check the fibre patch cable: The green plug belongs to the OTO socket. The plug on the router can be blue or green.
  5. Test whether another plug on the OTO socket is receiving a signal. Then plug the router back into the correct plug.
  6. Check that the plug connections are properly tightened and that the cable is intact (no kinks).
  7. Unplug the SFP module and plug it in again. (Restart required)
  8. If the Internet connection is still not working, reset the router to the factory settings (reset). Note: For Hybrid7 services, you must reconfigure the login data and VLAN 11.

    Still no connection?

    If the above steps do not help, please contact our support team via email or hotline. So that we can process your request more quickly:
  • Indicate that you have already checked all the steps.
  • Attach photos of your installation (OTO socket, router, cabling).