Wakey Pure Fibre Troubleshooting Guide

Having Trouble With Your Wakey Pure Fibre Service?

Most Pure Fibre issues can be resolved in just a few minutes by following the steps below. Before contacting support, please work through each step and note any observations along the way.

Step 1: Check Power & Connections

Please ensure:

✅ The fibre modem or fibre terminal (ONT) is powered on

✅ Your Wi-Fi router is powered on

✅ All cables are securely connected

✅ No cables appear damaged, pinched, or disconnected

If possible, take a quick photo of the equipment and connections. This can help our support team troubleshoot more quickly.

Step 2: Restart Your Equipment

A simple restart resolves many connectivity issues.

1. Unplug the power from your Wi-Fi router.
2. Unplug the power from your fibre modem or ONT.
3. Wait approximately 60 seconds.
4. Plug the fibre modem/ONT back in first.
5. Wait 3–5 minutes for it to fully reconnect.
6. Plug the Wi-Fi router back in.
7. Wait another 2–3 minutes.

Once complete, test your connection again.

Step 3: Check the Lights

Fibre Modem / ONT

The lights should generally indicate:

✅ Power — Solid

✅ Optical / Fibre / PON — Solid Green

✅ Internet / Service — Solid

⚠ Flashing red, no optical light, or alarm lights may indicate a fibre issue requiring further investigation.

Wi-Fi Router

The router should show:

✅ Power Light On

✅ Internet Light On

✅ Wi-Fi Light On

If lights appear unusual, please provide a photo when contacting support.

Step 4: Test Multiple Devices

Determine whether the issue affects:

• One device only
• All devices on Wi-Fi
• Both Wi-Fi and wired connections

Examples:

• If only one phone is affected, the issue may be device-related.
• If all devices are affected, the issue may be with the network or equipment.

Step 5: Test With Ethernet (If Available)

For speed or stability concerns:

1. Connect a computer directly to the router using an Ethernet cable.
2. Disconnect any VPN software.
3. Close unnecessary applications.
4. Run a speed test.

This helps determine whether the issue is related to Wi-Fi coverage or the fibre connection itself.

Step 6: Factory Reset Your Router

1. Locate the Reset button on the router.
2. Using a paperclip or pin, press and hold the button for approximately 45–60 seconds.
3. Release the button.
4. Allow 5–10 minutes for the router to fully reboot.

Your Wi-Fi network name (SSID) and password can typically be found on the label attached to the router.

Common Questions

My Wi-Fi Works But Is Slow

Wi-Fi performance can be affected by:

• Distance from the router
• Walls and building materials
• Interference from neighbouring networks
• Older devices
• High device counts

For the best performance, use a wired Ethernet connection whenever possible.

My Internet Is Completely Offline

Please verify:

• Equipment is powered on
• Fibre modem/ONT shows normal lights
• Router has completed rebooting
• No local power outage is affecting the property

If service remains offline after completing the troubleshooting steps, please contact Wakey.

I’m Moving My Service

Pure Fibre services are installed to a specific address.

If you’re moving, please contact Wakey as early as possible so we can verify service availability and coordinate a new installation if required.