My internet has stopped working
Start with two devices. This is the quickest way to narrow down whether the problem is one device, Wi-Fi across the house or the fibre connection.
If only one device is affected
Check that device is connected to your usual Wi-Fi network and that flight mode is off. Open two unrelated websites. If other devices work, reconnect the affected device to Wi-Fi. Only forget the network if you have its Wi-Fi password handy.
If every device is affected
- Check that the ONT and router both have power. Note the optical and LAN light labels before changing anything.
- Check the Ethernet lead between the router and the assigned ONT port. On a new connection, confirm the activation date.
- If possible, connect a laptop to a LAN port on the router and disable Wi-Fi on the laptop. Test a fresh page. If wired access works, investigate Wi-Fi coverage.
Restart once if appropriate
If there is no optical alarm and the router is not starting up or updating, switch the router off and back on once. Allow it to finish starting before retesting. Use the power switch or adapter. Pressing the reset button can wipe your configuration.
Report what you observed
Using mobile data or another connection, email RileyNet with the service address, start time, devices affected and whether Ethernet worked. If the issue is intermittent, include when it last recovered. This gives Riley enough detail to start checking the service.