Frequently Asked Question

Troubleshooting for steps for NO SYNC
Last Updated 9 months ago

SYNC follow the steps below if the Ethernet 1 in the NTD and the sync light in the Modem/Router is not in
green
**If customer is not sure of what they are doing or non tech savvy, let them send a photo of the modem or the
NTD
ensure that cables are plug in properly and plug in to the correct ports
Ethernet cable should go to PORT 1 in the NTD and the other end to the WAN port of the modem/router


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replug the cables and make sure it clicks in or securely plug in
Power cycle the Modem
reverse the ends of the ethernet cable
try another ethernet cable and Modem/Router
bypass the Modem by connecting the computer to the NTD port 1
Log a report to support@fiber-corp.com if the issue persists and provide the customer a 24-business hour
TAT


AUTHENTICATION follow the steps below if the modem does not authenticate
**If customer is not sure of what they are doing or non tech savvy, let them send a photo of the modem or the
NTD
Check if the service has been added and enabled in Router
Check LOG in router if there is any authentication event

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