No Signal
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.
Troubleshooting
Detailed below are a few reasons why your ONT may not be receiving a signal and how to go about resolving that issue.
No Power
The ONT requires power to function. If you are experiencing a power outage and do not have a UPS (uninterrupted power supply) then your Sonic Gigabit Fiber connection will not be usable. If you are not experiencing a power outage within your home 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. To quickly test if your power outlet is working, we find a lamp is an easy item to use.
If, after confirming the power cable is plugged in securely and to a working outlet, the Power LED is still not illuminated that may indicate your ONT has failed. Please contact Sonic Technical Support to arrange replacing your ONT.
See below for visual indications of the Power LED on different ONT models:
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. Plug/push it back into the port to seat it properly again, you may feel a little click when this is done correctly. If your signal comes back after this, congratulations!
If the Fiber cable has become dislodged from the Fiber port, and if you can not plug it back into place or the Fiber LED on the ONT does not light up again, the integrity of the cable is likely compromised. Please contact Sonic Technical Support to arrange a technician dispatch to perform repairs.
The end of the Fiber cable and the Fiber port are both typically green to help visually match them together.
Scheduled Maintenance
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 late night hours to minimize impact and we will send out communications in advance via your contact number and email on file to forewarn you of a planned maintenance.
Fiber Outage
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 for Sonic.
Communications will be sent via your contact number and email on file. Please note: we experience high call volume and hold times during unexpected outages. If you receive an SMS/email notification that you are affected by an outage, there is no need to call and you will want to wait for an updated notification for an ETR or that the outage has been resolved. For more information about service outages visit our service outages page.
Faulty ONT
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.