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Frequently Asked Questions and Answers
Here you can find answers to the most commonly asked questions.
If you cannot find the answer to your questions, please don’t hesitate to contact us!
Answer: An Open Access Network is a single fiber infrastructure where multiple service providers can offer services to the same connected homes and businesses. That means real choice—you can pick a provider based on the services they offer, technical standards, and price. The model encourages healthy competition, which leads to better service levels and more competitive pricing for customers.
Answer: Start by contacting your service provider (they manage your service).
To help them fix it faster, run this quick checklist and share the results:
Direct vs. router: Plug a network cable from your device straight into the ONT data port.
If you use a router, power-cycle it (unplug 60 seconds, then reconnect) and test again.Cables: Make sure cables are firmly seated and not damaged.
Timing: Note whether the issue happens at specific times or all day.
ONT lights: Tell them the status/colour of the Power/LOS/LAN indicators.
Evidence: If possible, include a wired speed test, error messages, or screenshots.
You can also check the customer portal for any planned maintenance or outage notices.
Your service provider will troubleshoot and, if needed, escalate to us as the network operator.
Answer: No worries—this usually means your email was registered before.
How to fix it:
Click Login (top-right).
Select Forgot password? and enter your email (this is your username).
Check your inbox and click the reset link to set a new password. (Peek in spam/junk just in case.)
You’ll be logged in once the new password is set.
Tip: If you’ve never registered with this email—or you want to use a different one—choose Create account and sign up with another address.
Still stuck? Contact support and we’ll help you get in.