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connectSCP Connect FAQs My internet connection is down. What do I do?

My internet connection is down. What do I do?

If you notice you do not have an internet connection, follow the steps below to troubleshoot the issue yourself. You can also call our tech support team any time at 1-800-282-5064, option 2.

Troubleshooting steps:

1. Check the ONT lights

  • The ONT should have a solid green Power and PON light.
    • If either light isn’t solid green:
      • Check the power supply connection to the electrical outlet.
      • Inspect the fiber cable connected to the PON port on the back of the ONT. Follow the cable inside your home to ensure it’s securely connected to the fiber optic jack, usually located near the ONT on the wall or baseboard.
      • Continue tracing the line inside the house (possibly through the basement) and outside to the pole or underground.
      • If you see a cut, kink, or break in the cable, call us anytime at 1-800-282-5064, option 2.

2. Check the Data light

  • The Data light should flash amber or green.
    • If it’s not flashing, but the Power and PON lights are solid:
      • Inspect the LAN cable between the ONT Ethernet port and the router. Ensure the cable is securely snapped into the ports at both ends.
      • Check the cable for kinks or breaks. Replace it if needed.
      • Test the connection by plugging a wired device, like a PC or MacBook, directly into the ONT’s Ethernet port.
      • If the issue persists, call us at 1-800-282-5064, option 2.

3. Restart the ONT

  • Press the power button on the back of the ONT to turn it off. Wait 30 seconds, then turn it back on.
    • When the ONT restarts, the Power and PON lights should turn solid green, and the Data light should flash.
    • If this doesn’t fix the issue, contact us anytime at 1-800-282-5064, option 2.

4. Restart the connectSCP Wi-Fi router

  • Turn off the connectSCP Wi-Fi router by pressing the power button on the back. Wait 30 seconds, then turn it back on.
    • When the router restarts, the Power, WAN, Internet, and WLAN lights should be solid green.

5. Using your own Wi-Fi router

  • If you’re using your own Wi-Fi router, connectSCP has limited ability to troubleshoot issues.
    • Our team can’t help with your router, Wi-Fi settings, or devices connected to it.
    • If the connectSCP lights are correct but you’re still having problems, restart your Wi-Fi router or other equipment.
    • You can test our connection by plugging a wired device directly into the ONT’s Ethernet port.