Frequently Asked Question

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

• 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