While calling at TAC (Technical Assistance Center) for any query/ problem, always ask for your Trouble Ticket number. Before undertaking Troubleshooting steps, please make sure that your ONT is properly plugged into the power socket.
FTTU is a highly reliable and stable connection. It is unlikely that your services stop working. All FTTU services work on top of the Broadband Passive Optical Network (BPON) physical layer. If the BPON is down, none of the services (Voice, Video or Data) would work. All ONT models have a LED 1 /1a /1b to indicate the status of the BPON network (also refer to figure 1.1, 1.2, 1.3, 1.4). Please follow the PON troubleshooting flow chart to eliminate the possibility of the PON network not working.
Troubleshooting High Speed Internet:
If your internet connection is not working, we recommend that you follow the PON troubleshooting feature described before and call TAC. There could be different reasons because of which your internet connection might not be working. This can be because of authentication failure (wrong username / password), connectivity issue with Nayatel's upstream internet service provider and numerous others. The TAC Engineer will walk you through the steps that are required to ensure that the Internet is working.
Troubleshooting Telephone service:
Before troubleshooting your voice service, please call TAC to ensure whether your voice service has been provisioned on the ONT. Up to four telephone numbers can be configured on the ONT, depending on the ONT model in use. If you subscribe to a single POTS line, you need to connect your telephone to the connecter marked '1' with a small telephone icon next to it. Use connector '2' for the second POTS line and so on. To troubleshoot your telephone connection, use the troubleshooting flowchart.
Troubleshooting CableTV:
Nayatel FTTU provides Cable TV (Digital and Analog Video). If the Cable TV signal disappears from your ONT, the Video LED on the ONT will become solid RED. This indicates that the ONT is not able to receive the video signal. If Cable TV is normal, the Video LED on the ONT will be off.
Please follow the Cable TV troubleshooting flowchart for isolating issues with Cable TV.
Please note that in the Nayatel FTTU setup, it is not possible that a customer is receiving few Cable TV channels and the other channels "disappear". This can only be a problem with your Local TV tuning.
Tuning Instructions:
Please adopt following steps for tuning your TV set.
- Turn ON your TV set and press "menu" button.
- After pressing menu button, different setting options will be open like Audio and Colour setting etc.
- Select internal setting or channel set up.
- After that, different options will be open like; Auto tuning, manual tuning, Program sorting/Edit etc.
- Just select Auto tuning or auto program option. When you will select this option TV set will scan all the channels one by one. After completing scanning procedure all the channels will be tuned on.
- After tuning, select the exit option.
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