Hyperfibre ONT only power LED on

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Technikhaus

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#315281 29-Jun-2024 11:38

Hey Team.

I woke up this morning to find I had no internet connection.
On investigation of my ONT (Hyberfibre, Nokia), it would seem only the power LED was on (solid), and no other light.
A reboot or two, leaving it off for a while, results in the same situation. All lights flash on once during the reboot, then straight back to only a solid power LED.

I've disconnected everything, ensured well seated etc, and still the same situation.

I upgraded to Hyperfibre back in April where they installed a new Nokia, which failed after 48 hours (different fault, failed 10G port), and then was replaced again with the current unit, which has reliably been in service since the start of April.

No power outages or storms last night, and the chorus network says all is okay.
Quic diag page shows no connection to my ONT.

Any suggestions before I use the scary "Log a fault" page, and risk the $200 NFF fee?

Cheers.

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Dynamic

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#3254391 29-Jun-2024 12:01

Have a quick look here, find your ONT model, and have a quick look at the brief notes around checking connections/troubleshooting.

ONT | Chorus

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ssamjh

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#3254392 29-Jun-2024 12:05

It sounds like there's a fibre issue somewhere to me. Do you know if any neighbours have fibre issues?

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Technikhaus

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#3254393 29-Jun-2024 12:05

Dynamic:

Have a quick look here, find your ONT model, and have a quick look at the brief notes around checking connections/troubleshooting.

ONT | Chorus

Hey, thanks yes that was one of the first things I did (forgot to mention), sadly their page for the hyperfibre ONT is pretty lax.

Advanced troubleshooting

If you're having problems with your internet connection, contact your broadband provider to report a fault. They will contact us if they believe a technician's visit is necessary to fix the fault.

Please note:

The problem could be with the equipment in our exchange, the ONT, or the modem supplied by your broadband provider. The lights on the ONT may give you an indication of what the issue is.
Turning your ONT off and on is unlikely to fix the problem.

And the give a page for showing what each LED means, which isn't helpful when the only LED I have on is the power LED, heh.

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Technikhaus

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#3254394 29-Jun-2024 12:06

ssamjh:

It sounds like there's a fibre issue somewhere to me. Do you know if any neighbours have fibre issues?

Sadly none of our neighbouring houses actually have residents at the moment, a new development on one side isn't quite finish, and the other neighbours are all away for the long weekend. So oddly I can't check that one.

Chorus page shows all is good in Dunedin.

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ssamjh

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#3254395 29-Jun-2024 12:09

Technikhaus:

Dynamic:

Have a quick look here, find your ONT model, and have a quick look at the brief notes around checking connections/troubleshooting.

ONT | Chorus

Hey, thanks yes that was one of the first things I did (forgot to mention), sadly their page for the hyperfibre ONT is pretty lax.

"

Advanced troubleshooting

If you're having problems with your internet connection, contact your broadband provider to report a fault. They will contact us if they believe a technician's visit is necessary to fix the fault.

Please note:

The problem could be with the equipment in our exchange, the ONT, or the modem supplied by your broadband provider. The lights on the ONT may give you an indication of what the issue is.
Turning your ONT off and on is unlikely to fix the problem.
"

And the give a page for showing what each LED means, which isn't helpful when the only LED I have on is the power LED, heh.

Alright so looking through, when my ONT wasn't working (fibre issue at the exchange) the PON light was off. Ignore the two lights on the right, those were Wifi stuff as the ONT had never connected to the Chorus network and was still in "router" mode.

My gut feeling says fibre issue.

Whitianga, Coromandel - Quic Rocket1G - Ref (free setup): R893192EGADLZ

Smokeping: Quic / Voyager / Starlink

Coromandel Webcam Network

Technikhaus

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#3254396 29-Jun-2024 12:11

ssamjh:

Alright so looking through, when my ONT wasn't working (fibre issue at the exchange) the PON light was off. Ignore the two lights on the right, those were Wifi stuff as the ONT had never connected to the Chorus network and was still in "router" mode.

My gut feeling says fibre issue.

Thank you, that is actually of great help! As my prior issue was a ONT issue, it still had all lights except the 10G, so I wasn't sure of what a fibre failure would look like on it (and with Chorus' lack of documentation).
So yeah other than the wifi lights being off on mine, it's showing the exact same!

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michaelmurfy

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#3254397 29-Jun-2024 12:24

The NFF fee really only gets charged if the issue is 100% on your end and not with the ONT etc. Quic are pretty good with diagnosing before they send somebody out. Seeing the ONT status lights are showing this and you’ve done basic troubleshooting you’re safe to log a fault.

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Technikhaus

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#3254400 29-Jun-2024 12:30

michaelmurfy: The NFF fee really only gets charged if the issue is 100% on your end and not with the ONT etc. Quic are pretty good with diagnosing before they send somebody out. Seeing the ONT status lights are showing this and you’ve done basic troubleshooting you’re safe to log a fault.

Thanks, I appreciate the sanity checking. I will submit one with Quic and see what comes of it. I have a feeling they may not work weekends, so it might be a quiet weekend haha, Wife will have to deal with no Netflix 😂

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Technikhaus

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#3254405 29-Jun-2024 12:59

Quic responded super quickly :)
They can't see any localised outages, so scheduled a chorus tech to come tomorrow to take a look.
I'm really impressed with that response time!

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Technikhaus

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#3254766 30-Jun-2024 15:30

Just thought I'd update to say that Chorus came around this afternoon and confirmed that it was an ONT failure, and have replaced the unit.
We're back up and running again, this will now be our third Nokia ONT in six months 😳. Hopefully this one lasts longer!

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mrgsm021

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#3254909 30-Jun-2024 19:01

That's some luck with the ONT but glad it got replaced and internet working again.

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Technikhaus

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#3254917 30-Jun-2024 19:15

Yeah, pretty unfortunate to have two fail that quickly. But I’m super impressed with the fact it failed in a Saturday, and Quic responded so quickly and even had it replaced in a Saturday. Major props to them and Chorus for that.

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