There are a number of Calix ONT models, but they look very similar to this and the troubleshooting guide below should work for them all.

This article covers:

• What the lights mean and which lights should be on when the device is working properly

• Steps to work through before contacting the Support Team

When working properly, the items in bold for each light below indicates a good connection/service.

• Flashing/Solid Green: Device is booting or has booted up

  • Move on to Broadband light status

• Flashing/Solid Amber: Device is being upgraded

  • The device should be back online within 5-10 minutes

• Red: Failed to boot, something's wrong

  • Reboot the ONT by removing the power cable or pressing the reset switch for less than 5 seconds

  • If that fails, using a paperclip or similar, hold the reset switch for 10-15 seconds to perform a factory reset of the ONT

  • If the fault continues, please let us know by clicking HERE

  • Off: No power

  • Check that the power cable has no visible signs of damage and is securely in place

    • If the fibre cable is damaged, let us know HERE

  • Try the power adapter in another socket

    • If the device works in another socket, we suggest you get an electrician to check the socket

  • Check that there is power in the property (try the lights or turn on an appliance that doesn't have a battery back up source)

• Flashing / solid green: It's establishing or has established a connection

  • Move on to Service light status

• Flashing red then green: Unable to establish a stable connection

  • Check the green fibre optic cable is connected to the ONT properly. Be very careful handling the cable as the fibre is delicate and can be damaged if not handled carefully.

  • Reboot the ONT by using either of the following methods:

    • Removing the power cable, and replacing it after 10 seconds

    • Switching the power source off, and switching back on after 10 seconds

    • Pressing the reset switch for less than 5 seconds

  • Reset the ONT

    • Use a paperclip, or something similar, and hold the reset switch for 10-15 seconds. This will cause a factory reboot.

  • If neither of the steps above resolve the issue, Contact us HERE

• Off: Can't detect the optical cable

  • Check the green fibre optic cable is connected to the ONT properly. Be very careful handling the cable as the fibre is delicate and can be damaged if not handled carefully. If this doesn't resolve the issue, contact the support team HERE

• Green: if there is a working connection to the ONT

  • Move on to Ethernet light status

• Off: There's a problem with the connection

  • Reboot the ONT by using either of the following methods:

    • Removing the power cable, and replacing it after 10 seconds

    • Switching the power source off, and switching back on after 10 seconds

    • Press the reset switch for less than 5 seconds

  • If the steps above don't resolve the issue, just let us know HERE

• Green: The ONT is connected to your router

• Off: The ONT and router aren't connected

  • Check the Ethernet cable is connected to both the ONT's Ethernet port and the router's Internet port

  • Ensure that the router is powered on

  • Ask the customer if they can swap the Ethernet cable for a new/different one to rule out a faulty cable.

  • If the router is powered off and will not power on, get in touch with us HERE