If your internet service is down, there are a few quick checks you can do before logging a support ticket. These steps help us identify the issue faster and, where needed, escalate it to the relevant Fibre Network Operator.
Step 1: Check your router and fibre box
Please check that both your router and fibre box, also called an ONT or CPE, are plugged in and switched on.
Sometimes power cables can be pulled out by mistake, moved during cleaning, or unplugged without anyone noticing.
Also check whether there is any visible damage to the router, fibre box, power cables, or network cables.
Step 2: Reboot your equipment
Switch off your router and fibre box at the wall plug.
Wait at least 30 seconds.
Switch the fibre box back on first, then switch the router back on.
Please allow 2 to 5 minutes for the devices to reconnect.
Important: please do not press the reset button on your router unless PacketSky support specifically asks you to. Resetting the router can remove your settings and may stop the router from connecting correctly.
Step 3: Check the lights
If your service does not come back after the reboot, please check the lights on both your router and fibre box.
A clear photo of the lights is usually the easiest and most useful option. Please make sure the labels next to the lights are visible in the photo where possible.
This is important because Fibre Network Operators often require confirmation of the fibre box lights before they will accept or proceed with a fault ticket.
Step 4: Log a ticket
Once you have completed the checks above, please log a ticket on the PacketSky Customer Portal.
You can also contact our Support Team on 011 704 0800 during support hours.
When logging the ticket, please include:
- Your name or account number
- Your service address
- A clear photo of the router and fibre box lights
- When the issue started
- Whether all devices are affected or only one device
- Any recent power outages, cable changes, or router resets
Step 5: Allow our team to investigate
Our Support Team will check your service and confirm whether there is a known outage, a possible router issue, or a fault on your specific fibre line.
If the issue needs to be escalated, we will log a fault with the relevant Fibre Network Operator and monitor the ticket with them.
We will keep you updated as best as possible and you can request feedback at any time by commenting on your ticket in the Customer Portal.
Important to know
PacketSky will always do our best to escalate and push for the fastest possible resolution. However, repairs on the physical fibre network are completed by the Fibre Network Operator, and resolution times may depend on their fault process and service levels.
Need urgent help?
Please log a ticket on the Customer Portal or contact PacketSky support on 011 704 0800 during support hours.
