Vuma Reach: No Internet Connection

Vuma Reach: No Internet Connection

• If your Vuma Reach internet has stopped working, don't worry. Most connection problems can be resolved with a few simple checks.

  Follow the steps below in order.

  Step 1: Check Whether Your Service Has Been Suspended

  Vuma Reach is a prepaid Fibre service. If a payment has been missed, your service may be suspended.

  While connected to your Vuma Reach WiFi:

  1. Open a web browser.
  2. Try visiting any website.

  If you're redirected to the Vuma Reach payment page instead of the website you wanted, your service has been suspended due to a missed payment.

  See Vuma Reach Service Suspended: What to Do for instructions on restoring your service.

  If you're able to browse the internet normally, continue to the next step.

  Step 2: Check the Fibre Box Lights

  Take a look at the indicator lights on your Fibre Box (ONT).

  • Power light off – Check that the Fibre Box is plugged in and the wall socket is switched on.
  • LOS light on or flashing – The Fibre Box isn't receiving a Fibre signal. This usually indicates a network fault.
  • PON light off or flashing – The Fibre Box isn't communicating with the Fibre network correctly.
  • Power, PON and WLAN lights on – Your Fibre Box appears to be working normally.

  For more information, see Understanding Your Vuma Reach Fibre Box Lights.

  Step 3: Check for a Network Outage

  A planned maintenance window or network outage could be affecting your service.

  Visit the Mweb Network Status page to see whether there are any known issues in your area.

  Step 4: Restart Your Fibre Box

  Restarting your Fibre Box can resolve temporary connection problems.

  1. Switch the Fibre Box off or unplug it from the power outlet.
  2. Wait 30 seconds.
  3. Switch it back on.
  4. Allow 2 to 3 minutes for it to reconnect to the network.
  5. Test your internet connection again.

  Still Not Connected?

  If you've completed all the steps above and you're still unable to connect:

  • Note which Fibre Box lights are on or flashing.
  • Take a photo of the Fibre Box if possible.
  • Contact Mweb Support for further assistance.

  Having this information ready will help us diagnose the problem more quickly.