Your fiber interface device on the exterior of your home is usually powered by a POE (power over ethernet) injector on the inside of your home.
If you are currently offline, please follow these troubleshooting steps to make sure the fiber device is receiving power:
- Locate the POE Injector Inside Your Home Your POE injector will typically look like one of the following: A) small “T” shaped black plug with two ethernet ports and a small power cable, or B) white square box with one ethernet port on the outside and an ethernet cable & power cable the goes into the bottom of the box. The POE Injector is going to be along the line that comes from the outside and goes to your router. Depending on the layout of your home, it will typically be either where the ethernet cables in your home originate from (basement, utility closet, etc.) or near where your router is.
- Verify that the POE Injector’s Power Adapter is Connected Your POE injector has a green light that illuminates when it is powered on. Check that the green light is illuminated and that the power adapter is securely plugged into a nearby outlet (if the outlet has a GFCI fuse, check that isn’t tripped).
- Verify that Both Ethernet Cables are Properly Connected to the POE Injector Check that the Ethernet cable that goes towards the outside of your home is connected to the “POE” side of the POE Injector (or connected on the inside of the “white box” style POE Injector). The Ethernet cable that goes towards your router should be connected to the “LAN” side of the POE Injector (or connected on the outside of the “white box” style POE Injector).
- Power Cycle the POE Injector Disconnect the power adapter from the outlet for 10-20 seconds, then plug it back in. This will reboot the fiber interface device if it is receiving power, and will sometimes fix the problem.
If these steps do not work or you do not have a POE power injector inside your home, please contact our 24/7 support center at (844) 282-8483 and let us know. We may need to send out a technician to physically inspect the equipment and connections. Please do not attempt to open the outdoor enclosure for the fiber interface device, as doing so may result in costly damage to our fiber equipment.
