User guide

Connection troubleshooting 17
Openreach modem
light status
Openreach optical network
connector light status What’s happening
What to do
Off Off
There’s a problem with your power supply
or power is off
Check your power cable’s plugged in correctly and mains power is on. Then restart your modem
Flashing green Not applicable Modem is restarting Wait until light is green – can take a couple of minutes
Off Not applicable Broadband isn’t working
Check the DSL cable is plugged into the DSL socket on the back of the modem and the
engineer-installed wall socket. If you’re using an extension socket, check this is also plugged in.
Restart your modem
Flashing green
PON or Optical
flashing green
Modem is restarting
Wait until the light is steady green – this can take a few minutes
Off Off Modem can’t detect Hub
Check your broadband cable is plugged in between the LAN 1 socket on your modem and the
red Infinity socket on your Hub. Check your Hub’s Power light is blue – if it isn’t, see page 16.
Then try restarting your modem. Then restart your Hub: press and release the Restart button
on the side
DSL steady green
LAN 1 green
PON green, LOS
is off or Optical
is green
Modem is connected to broadband
and your Hub, and is working
Check Hub lights table on page 16 for connection troubleshooting
Not applicable
PON off, LOS or
Optical is red
Broadband isn’t working
Check the fibre cable isn’t damaged and is firmly plugged in