In some instances, your outage may already be resolved, you just don't know it! Not to fear! We can help you sort this.
At Rebel, we are always monitoring your Broadband network, and if we notice a fault, we will proactively work with our Network Partner Openreach to get this resolved ASAP.
Sometimes, the fault has been resolved, but the Router still needs to be rebooted or restarted to reauthenticate onto the Openreach network.
First, let’s make sure that your cables are properly connected.
For Rebel Fibre Customers, make sure that:
- Your Rebel R1 Router is powered on
- The small cable shipped with your Router (RJ11 cable) is connected to the DSL port on the left hand-side of your Router back panel, and the other end is connected to the Openreach wall socket or the compatible port of the microfilter that is connected to your Openreach wall socket
- Your Rebel R1 Router is powered on
- The large cable shipped with your Router (RJ45 cable) is connected to the red WAN port on the right hand-side of your Router back panel, and the other end is connected to the yellow “port” connector on your Openreach Fibre Wall Socket (the Openreach ONT)
If you notice a cable is not properly connected, connect it as per the instructions above. You will need to restart your Rebel R1 Router, and Rebel 115, 330 & 100 customers please also restart your Openreach box on the wall (called an ONT) by powering it off then back on.
To restart your Rebel R1 Router:
- Power off the Router
- Leave it unpowered for 30 seconds
- Power it back on and let it initialize itself until you see the expected lights back on (learn more about your Rebel R1 Router lights with our dedicated article)
Rebel Full Fibre (115/300/1000) should also restart their Openreach ONT before they restart the Rebel R1 Router
- Locate the on/off button under the Openreach ONT
- Power off your Openreach ONT
- Leave it unpowered for 30 seconds
- Power it back on
If the Router restart does not fix your issue, you will need to reset it:
- With a paperclip, press and hold the “reset” pin hole on the back of your Router
- Remove the paperclip when all Router lights have gone off. The Router is doing a power cycle
- Your Router will bring all expected lights back on, and your Rebel broadband will reconnect automatically.
You can also learn more about your Rebel R1 Router lights on our dedicated article.
Get in touch if you still experience issues even after applying the steps above, and in particular:
- If your Rebel R1 Router sees a red light for the “Internet” light
- (Rebel Full Fibre 115/300/1000 only) If there is a red light on the “LOS” light of your Openreach ONT wall socket
Our Rebel Support team is here to help.