If you have no internet connectivity on your Sonic Gigabit Fiber connection it is possible your ONT (Fiber Modem) isn't receiving a signal.
To confirm your ONT isn't receiving a signal consult the LEDs labeled Power and Fiber on the front of the device - if those LEDs are illuminated your ONT is receiving a signal. In that case please refer to our Troubleshooting Connectivity Guide or contact Sonic Support for assistance.
Detailed below are a few reasons why your ONT may not be receiving a signal and how to go about resolving that issue.
The ONT requires power to function. If you are experiencing a power outage and do not have a UPS (uninterrupted power supply) your Sonic Gigabit Fiber connection will not be usable. If you are not experiencing a power outage it is possible power to the ONT has been interrupted.
To check the power status of the ONT refer to the LED located on the device labeled Power. If the Power LED is not illuminated the ONT is not receiving power - make sure the power cable is securely seated into the ONT as well as into a functioning power outlet.
If, after confirming the power cable is plugged in, the Power LED is still not illuminated that may indicate your ONT has failed. Please contact Sonic Technical Support to arrange replacing your ONT.
Compromised Fiber Cable
The Fiber cable must remain securely seated into the Fiber port on the ONT at all times. Check if the Fiber cable is seated into the Fiber port but avoid unplugging the cable from the ONT.
If the Fiber cable has become dislodged from the Fiber port on the ONT the integrity of the cable is likely compromised. Please contact Sonic Technical Support to arrange a technician dispatch to perform repairs.
Occasionally scheduled maintenance is necessary to perform repairs, upgrade equipment or improve the Fiber infrastructure. These instances of maintenance are generally intrusive and your Fiber service will be intermittent or completely down.
Sonic makes an effort to schedule this kind of maintenance during off peak hours to minimize impact. To be informed of scheduled maintenance you can subscribe to Sonic's Message of the Day via Member Tools, visit our status page or follow us on Twitter. You can also reach out to Sonic Support for updates.
In the event of a Fiber outage your Fiber service will be intermittent or completely down. Resolving the outage and providing updates regarding the status of the resolution are a top priority. To receive updates regarding an outage you can subscribe to Sonic's Message of the Day via Member Tools, visit our status page or follow us on Twitter. You can also reach out to Sonic Support for updates.
While the ONT is a robust device it is not impervious to failing. If you have eliminated all other possible points of failure through troubleshooting the weak link may be the ONT itself. If you suspect your ONT is faulty and / or has failed please reach out to Sonic Support to arrange replacing the device.