The LightSpeed network is constantly monitored for quality and dependability by expert systems designed to detect problems with your service. We will send you notification via email if an issue is detected.
This post provides more explanation for the following message:
"We noticed that your ONT has lost power multiple times in the last 24 hours."
Summary: If you get this message, we detected your ONT was disconnected from electrical power. Please confirm it is plugged in and powered on.
- ONT or Optical Network Terminal -- This is the device where the fiber connects. It is usually installed in your basement or mounted to the wall. The ONT is a small white box, about 4inches square and has 3 ports--a port to receive the fiber, a Gigabit Ethernet port to connect your router and a third port to connect power.
- ROUTER -- The router is the device in your home that creates your Wi-Fi network. The Router is connected to the ONT via an Ethernet cable.
- Ethernet -- The cord that connects the ONT to the Router. You can also connect your wired devices to the router via Ethernet cords.
The following conditions can cause the ONT "lost power" message:
- ONT power is unplugged - Confirm the power brick is firmly connected to the power outlet. Could be as simple as the power adapter is loose and became unplugged from power.
- Power outlet is on a switch - Some plugs are wired to light switches. If your ONT power adapter is connected to a switched power outlet, you may have inadvertently turned off the ONT. If so, move the ONT to an outlet not controlled by a light switch.
- Blown circuit or fuse - Check the plug to make sure it is working. Did you blow a circuit breaker or fuse? You can check a power outlet by connecting a lamp or other device known to be working properly.
- ONT power switch was turned off. There is a push button switch on the side of the ONT. Make sure it is pressed in to the on position.
- Failing power adapter or ONT. If the ONT power brick has malfunctioned, possibly after a power surge, please contact LightSpeed for assistance.
Please do NOT turn off your ONT unless we ask you to do so. Powering the ONT off and on again will not fix problems.
Our system will detect each time you power off your ONT. If your ONT is powered off multiple times, our expert systems will email you this notice.
- The ONT also has the following lights: POWER, PON, LOS, ALARM, LAN. All lights can flash, that is totally normal.
- The POWER light will be GREEN when the ONT is plugged in and powered on. If the power light is not green, it means the ONT is powered off or
- The PON light will be SOLID GREEN if the ONT is connected to the LightSpeed network. The PON light will FLASH when it is attempting to connect. It will flash for a few moments, then go solid green. If the PON light is OFF, call LightSpeed for assistance.
- LOS light should remain off at all times. If the LOS light is on, contact LightSpeed for help.
- ALARM light should remain off at all times other than a) it will flash red when we are sending you a software update, or b) it will be solid red when the fiber link is down. If the Alarm light is blinking, please do nothing unless it lasts more than 10 minutes. If the Alarm light is solid red, contact LightSpeed for help.
- LAN light should be GREEN when the Ethernet cord is connected to both your ONT and router. If the LAN light is off, that means your Ethernet connection has dropped or is disconnected. A rapidly flashing green light is fine.
The following image shows a good working install. POWER, PON and LAN are all GREEN. Flashing lights are not a problem, so long as the lights are GREEN.