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