Internet FAQs
Troubleshooting Internet issues

When troubleshooting Internet issues, one of the best troubleshooting steps is to power cycle all of the affected equipment, such as your Metronet provided ONT, router, and the device having connectivity issues. Generally speaking, it is best to leave the equipment unplugged for 30 seconds before plugging it back in again.

It’s also important to ensure that cabling is plugged in securely. If only a single device is having connectivity issues, that information may help to isolate the cause.

How to Check the Internet status on your ONT

(Pictured: Nokia G-010G-A. Some locations may have other models.)

If the POWER and PON indicators are showing proper operations, then there may be an issue with your networking equipment or the end device itself.

If the ONT status indicators are showing problems, power cycle the ONT.

  • Unplug the ONT
  • Wait 30 seconds before plugging it back in.
  • Check whether the Internet issue has been resolved.

If you have attempted these steps and are still experiencing problems please feel free to reach out to our Business Technical Support Team at 833-393-6857 for assistance with troubleshooting over the phone, or to schedule a service visit.

When calling BTS, please be ready to answer the following questions

  • Is the Internet slow or down/offline?
  • Is the Internet issue impacting all devices?
  • What troubleshooting steps are already taken?