we are unable to connect to internet

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asked Jan 14 in Fibre by Dulib (120 points)

1 Answer

0 votes

Good Day,

Sorry for the inconvenience caused by this.

To check if your area is affected or not, please follow the link below to our Network Status:

https://www.afrihost.com/site/network_status

If there is an outage, reporting a fault on the line will not be necessary as technicians are already working on it.  

We will have to allow the provider time to work on the issue and restore services. 

Connectivity Troubleshooting 

Let's first start with the Connections: 

1. CPE (client premises equipment) from FTTH provider must be powered up. 

2. Your LAN cable must connect CPE to the WAN port on your fibre router. 

3. The ethernet "LINK" light must show on the CPE and the WAN port of your router 

- If the link light is present, it means that your fibre router is powered up correctly. 

 

Now, let's go over the Configuration: (How your fibre router must be configured) 

1. Your Fibre router must get its WAN connection using DHCP (not static anything, and also not PPPoE) 

2. Your Fibre router must act as a DHCP server to its LAN connection (ONLY) 

3. There should NOT be bridging between the LAN and the WAN port. 

Some general Fibre troubleshooting information:  

Please go through the below questions, complete the details and email it to us so we can check with the provider for you. 

email to: support@afrihost.com 

 

1. What is the MAC address (Your Fibre Router's WAN MAC Address)? 

2. Do you get an IP address, and what is it? 

3. Do you get a gateway address, and what is it? 

4. Are you able to ping the gateway address? 

5. Please do a traceroute test to somewhere interesting, and bras.afrihost.com. 

6. When last did it work?  

- Did it ever work?  

- How long did it work? 

 

Are you able to Browse to https://clientzone.afrihost.com/fibre-activate 

 

Some other info for troubleshooting: Normally, your fibre provider has left you with a pamphlet for support or a way to contact them to release an IP, or to reset something on their side. 
 

If you are able to get an IP, but not a gateway, can you ping the gateway that would usually be used for that network?  

(Last subnet .1 or .65 or .129 or .193) 

 

If you get an IP of 192.168.x.x address, then either the router is plugged into itself, or you may have picked up an IP from an evil router out there.  

If this happens, then the fibre provider must release the IP address, and you will need to wait for 1 minute (60 seconds) before attempting a new connection. 
 

If your fibre provider cannot get a DHCP lease on you as the client, it might be that your fibre router has issued all its DHCP addresses on the public network.  

Should this happen there will be an absurdly large number of "devices" connected to your router. Perhaps wired. This is where you should ensure that there is no bridging between the public and private network and that the CPE is not plugged into the private network (e.g.. by a switch). 

__________________________ 

Let's try troubleshooting on your line.  

 

1. Try rebooting your CPE/ONT and the router.  
 

The ALARM / ALM / LOS light is not supposed to be on, If it is this indicates an issue on the line and it must be reported.  

If you require further assistance, please 
send a message to our WhatsApp helpline: https://whatsapp.afrihost.com
or visit our Help Centre: https://help.afrihost.com/
or see our FAQ page: http://faq.afrihost.com

Thank you

answered Jan 17 by AfriClaire (23,530 points)
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