Having Trouble With Your Wakey Pure Fibre Service?
Let’s Get You Back Online.
Most Pure Fibre issues can be narrowed down in just a few minutes. Before contacting the Wakey Crew, work through the steps below and make note of anything unusual you see along the way.
Those details can help us determine whether the issue is related to your fibre connection, ONT, router, Wi-Fi or an individual device.
First — What Isn’t Working?
Before changing anything, take a moment to identify the problem:
- Is the Internet completely offline?
- Is Wi-Fi connected but unusually slow?
- Is only one device affected?
- Are all devices affected?
- Does Ethernet work while Wi-Fi does not?
Knowing the answer can dramatically speed up troubleshooting.
Step 1 — Check Power & Connections
Make sure:
- Your fibre modem or fibre terminal (ONT) is powered on.
- Your Wi-Fi router is powered on.
- Power and Ethernet cables are securely connected.
- No cables appear damaged, pinched or disconnected.
Be Careful With the Fibre Cable
Fibre-optic cabling can be more delicate than a standard Ethernet cable.
Avoid unplugging, sharply bending, pulling or manipulating the fibre connection itself while troubleshooting. Focus on checking power and Ethernet connections unless specifically instructed otherwise.
Helpful Tip: Take a clear photo of your equipment, indicator lights and connections before restarting anything. If you need the Wakey Crew, those photos can help us see exactly what you’re seeing.
Step 2 — Restart Your Equipment in the Right Order
A clean restart can resolve many temporary connectivity issues.
ONT First. Router Second.
- Disconnect power from your Wi-Fi router.
- Disconnect power from your fibre modem/ONT.
- Wait approximately 60 seconds.
- Reconnect power to the fibre modem/ONT first.
- Wait approximately 3–5 minutes for it to reconnect.
- Reconnect power to your Wi-Fi router.
- Wait another 2–3 minutes for Wi-Fi and Internet connectivity to return.
Once everything has restarted, test your connection again.
Step 3 — Check Your Equipment Lights
Before restarting again, look at the indicator lights on your equipment.
Fibre Modem / ONT
Depending on your equipment, normal indicators may include:
- Power — Solid
- Optical / Fibre / PON — Normally solid when the fibre connection is established
- Internet / Service — Normally indicates an active service connection
Indicator names and behaviour can vary depending on the fibre equipment installed at your property.
See a Red or Alarm Light?
A red optical/alarm indicator, missing fibre/PON light or another unusual status may indicate a fibre connection issue requiring further investigation.
Take a photo of the equipment and lights and provide it to the Wakey Crew when contacting support.
Wi-Fi Router
Your router should be powered on and should normally indicate that Wi-Fi and the Internet connection are active.
Because indicator lights vary by router model, take note of the colour and whether the light is solid or flashing if something doesn’t look normal.
Step 4 — Test More Than One Device
Try the connection from another phone, computer, tablet or other device.
What Does the Result Tell Us?
Only one device is affected
The problem may be isolated to that phone, computer, television or other device.
Every Wi-Fi device is affected
The issue may be related to the router, Wi-Fi environment or Internet connection.
Wi-Fi is slow, but Ethernet works normally
The fibre connection may be working correctly and the issue may be related to Wi-Fi coverage, interference or the wireless device.
Step 5 — Test With Ethernet, If Available
For speed, latency or stability concerns, a wired test is one of the most useful troubleshooting steps.
- Connect a computer directly to your Wi-Fi router using an Ethernet cable.
- Temporarily disconnect any VPN software.
- Close large downloads, cloud backups and other unnecessary applications.
- Run another speed test.
Ethernet Looks Good?
If your wired connection performs normally but Wi-Fi does not, focus troubleshooting on router placement, wireless coverage, interference and the affected wireless devices.
Common Pure Fibre Questions
My Wi-Fi Works, But It’s Slow
Wi-Fi performance can be affected by:
- Distance from your router
- Walls, floors and building materials
- Interference from neighbouring Wi-Fi networks
- Router placement
- Older wireless devices
- Multiple devices using the connection simultaneously
Move closer to your router and test again. If possible, compare that result with a wired Ethernet test.
A fast Ethernet result combined with a slower Wi-Fi result generally points toward the wireless connection rather than the fibre service itself.
My Internet Is Completely Offline
Confirm that:
- The ONT/fibre equipment has power.
- The router has power.
- The ONT has completed its restart.
- The router has completed its restart.
- There isn’t a power issue affecting your property.
- You’ve checked the ONT for unusual red or alarm indicators.
If the service remains completely offline after a clean restart, contact the Wakey Crew.
I’m Moving My Pure Fibre Service
Pure Fibre service is installed for a specific service address.
If you’re moving, contact Wakey as early as possible so we can verify Pure Fibre availability at your new address and coordinate a new installation when required.
Factory Reset — Only When Necessary
Don’t Factory Reset as Your First Troubleshooting Step
A factory reset is different from restarting your equipment.
A factory reset erases customized router settings, including your Wi-Fi configuration, and may require the router to be set up again.
If you’ve completed the troubleshooting above and a factory reset is appropriate:
- Locate the recessed RESET button on the router.
- Using a paper clip or pin, press and hold RESET for approximately 45–60 seconds.
- Release the button.
- Allow approximately 5–10 minutes for the router to completely restart.
After a factory reset, your Wi-Fi network should return to the default information printed on the router label.
Important — Reset the Router, Not the Fibre ONT
Unless specifically instructed by Wakey Support, do not factory-reset your fibre modem/ONT. The reset instructions above are intended for the Wi-Fi router.
Still Offline? Give the Wakey Crew a Shout.
Help Us Help You Faster
When contacting us, let us know:
- Whether the problem affects one device or everything
- Whether Wi-Fi, Ethernet or both are affected
- The colour and status of the lights on your ONT
- The colour and status of the lights on your router
- Whether you’ve completed a clean restart
- Your wired speed-test result, if available
Photos of your ONT lights, router lights and equipment connections can be especially helpful.
Reach the Wakey Crew through Live Chat, SMS or Email and we’ll take it from there.
