Fault report

If the fiber box lights are on but there is no internet connection, try the following:

1. Restart the fiber box: Unplug the power cable, wait 30 seconds, then plug it back in. Wait at least 1 minute for it to fully restart.
2. Check the cables: Make sure all cables are securely connected. Check for any damage.
3. Connect a device via cable: To rule out Wi-Fi issues, connect a device directly to the fiber box with an Ethernet cable.
4. Check for service updates: See our news section for any current disruptions.
5. Contact support: If the issue persists, report the issue using the form above or contact our support team.

If the wireless network (Wi-Fi) is not working, try the following:

1. Check Wi-Fi: Some fiber boxes (Inteno EG400) have a touch button that turns Wi-Fi on/off. The Wi-Fi icon should glow blue when active. Press it if it is not lit.

   Image

   
2. Restart the fiber box: Unplug the power, wait 30 seconds, and plug it in again.
3. Place Wi-Fi extender correctly: Ensure it is centrally placed and not near interference sources like metal cabinets.
4. Consider buying a Wi-Fi extender: If your devices are far from the box, a Wi-Fi extender can help.
5. Check your device: Keep your device (tablet, phone, laptop) updated with the latest software.
6. Check for service updates: See our news section for any current disruptions.
7. Contact support: If the issue persists, submit a report or contact us.

If IPTV isn't working but the internet is, try:

1. Check connections: Ensure the TV box is connected to the correct port (usually port 3 or 4).
2. Restart equipment: Disconnect power to both TV and fiber boxes for 30 seconds. Start the fiber box first.
3. Contact support: If still not working, contact your TV provider.

If your internet is slow, try:

1. Restart equipment: Disconnect the power to the fiber box for 30 seconds and reconnect.
2. Use a cable: Connect a computer directly to test the connection.
3. Place Wi-Fi extender correctly: Ensure it is optimally placed.
4. Check for service updates: See our news section.
5. Turn off VPN: Disable VPN to rule out VPN-related issues.
6. Contact support: If the issue persists, report it.

If all lights are off, try:

1. Check power: Ensure the power cable is properly connected. Try a different outlet.
2. Check power switch: Some models have a separate power button.
3. Restart the fiber box: Unplug for at least 30 seconds and plug it back in.
4. Contact support: If it still doesn't work, report it.

If you are missing TV channels or have poor picture quality, contact your TV provider.

A red light on the fiber box may indicate a problem:

1. Check service status: Visit our service info page for known issues.
2. Restart the fiber box: Disconnect for 30 seconds, then reconnect.
3. Contact support: If the issue continues, report it.

Here are some common indicators:

• Power light: Green when on. Red indicates a problem.
• WAN light: Shows internet connection status. Blinks when active.

• LAN lights: Show device status. Blink with activity.

  Click here to view full image

  Image

  

If the lights behave unexpectedly, follow the appropriate guide above or contact us.