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My service is down, what do I do?

Updated

If your PacketSky service is offline, work through the checks below before logging a support ticket. These steps help identify whether the issue is related to power, your router, the fibre equipment or the Fibre Network Operator’s network.

Important: Do not press the reset button on your router or fibre device. A factory reset can erase the device configuration and prevent your service from reconnecting.

Step 1: Check that your equipment has power

Check that both of the following devices are plugged in and switched on:

  • Your PacketSky router
  • Your fibre device, commonly called an ONT or CPE

Confirm that:

  • The power adapters are firmly connected.
  • The wall plugs are switched on.
  • No cables have been pulled loose.
  • There is no visible damage to the devices or cables.
  • The devices have lights displaying on the front.

Power cables can sometimes be disconnected accidentally while cleaning or moved by children or pets.

Step 2: Restart the router and fibre device

Restarting the equipment can resolve temporary connection problems.

  1. Switch off both the router and the fibre device.
  2. Leave both devices off for approximately 60 seconds.
  3. Switch the fibre device back on first.
  4. Wait two to three minutes for its lights to stabilise.
  5. Switch the router back on.
  6. Allow another two to three minutes for the connection to restore.

Test the connection again once both devices have restarted.

Do not use the small reset button. Only switch the devices off and back on using their power switches or plugs.

Step 3: Check the lights on the fibre device

If the service does not restore, take note of the lights showing on the fibre device.

The exact labels differ between Fibre Network Operators, but you may see lights such as:

  • Power
  • PON
  • LOS or Alarm
  • Internet
  • LAN
  • FX

Please record:

  • Which lights are on
  • Which lights are off
  • The colour of each light
  • Whether any lights are flashing

A red or flashing LOS, Alarm or similar warning light may indicate that the fibre device is not receiving a signal from the network.

Step 4: Check whether the problem affects all devices

Test the connection on more than one device where possible.

For example:

  • Try another phone or computer.
  • Check whether both Wi-Fi and wired devices are affected.
  • Confirm whether the Wi-Fi network name is still visible.
  • Check whether one website is unavailable or whether nothing loads.

If only one device is affected, the problem may be with that device rather than the PacketSky service.

If Wi-Fi is visible but performing poorly, see our guide:

My speeds are slow – what do I do?

Step 5: Log a support ticket

If the service remains offline after completing the checks above, log a ticket through the PacketSky Customer Portal.

When logging the ticket, please include:

  • Your account or service details
  • The time the service stopped working
  • Confirmation that both devices have been restarted
  • The status and colour of the lights
  • A clear photograph of the router and fibre device
  • Confirmation of whether all devices are affected
  • Any recent power failures, storms, building work or cable damage

Providing this information at the start helps our Support Team investigate the issue more efficiently.

You can also contact PacketSky Support on 011 704 0800 during support hours.

What happens after I log a ticket?

Our Support Team will check:

  • Whether there is a known outage in your area
  • Whether your PacketSky service is online
  • Whether your router is responding
  • Whether there are errors showing on the connection
  • Whether the fault needs to be escalated to the Fibre Network Operator

If the problem is on the Fibre Network Operator’s network, PacketSky will log and manage the fault with them.

We will provide updates through your support ticket as information becomes available. You can also add comments or request an update through the Customer Portal.

Resolution times may depend on the Fibre Network Operator responsible for the physical fibre network. PacketSky will continue following up and escalating the fault where appropriate.

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