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Troubleshooting Guide for SingNet eVolve Business Fibre Broadband

Identify your issue and follow this step-by-step guide to troubleshoot your SingNet eVolve Business Fibre Broadband.

Your fibre broadband set up consists of:

Your Optical Network Terminal (ONT) and/or Wireless Router might differ from the images shown due to the use of different models. Please refer to the guide from page 5 onwards for instructions on how to troubleshoot the specific model of your hardware.

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Please refer to the following set up guide to check if your ONT/ONR and wireless router are connected correctly. You can refer to page 4 for a troubleshooting infographic to help you resolve set up issues.

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Unplug the green plastic cover from port 1 on the Fibre Termination Point (FTP). Note: The FTP can be commonly found near your Optical Network Terminal (ONT) or Optical Network Router (ONR).

2

Remove both green caps from the fibre optic cable. Do not touch the tip of the cable as dust and fingerprints may cause interference with the connection and affect your internet speed. Note: A fibre optic cable is made of glass – do not stretch, tie or bend sharply.

3

Connect the fibre optic cable from port 1 of the FTP to the Passive Optical Network (PON) port located at the back of the ONT or ONR. Ensure that the cables are firmly plugged into the ports. Depending on the model of your ONT/ONR, the port may be located on the back or under the device.

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4

Connect the ONT/ONR to a power source and switch it on. Wait for the Power and PON lights to turn green. If your ONT Power and PON lights are blinking or red, please refer to page 7 for an explanation of what the lights represent based on your specific device model. Note: If the PON light continues to flicker/blink after 2 minutes, switch off the ONT and repeat steps 1 to 3. Ensure that the fibre cable is firmly plugged into the ports on the FTP and the ONT.

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Use an RJ45 Ethernet cable to connect LAN 1 port on the ONT/ONR to the Internet / Ethernet / WAN port of the Wireless Router.

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Connect your Wireless Router to a power source and switch it on. Wait for Power and Internet lights to turn green. Do refer to page 13 onwards for an explanation of what the status lights represent based on your specific router model. If you need to reboot, please follow the instructions provided for your router model.

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You may also refer to the following illustration to troubleshoot your network:

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Connecting to Wireless/WiFi Network

Windows 7

Step 1 On the right hand side of the taskbar, click on the Wireless Network icon.

Step 2 A list of available networks will be displayed. Locate and select your wireless network (e.g. SINGTEL(5G)-8992), the name of your wireless network can be found on your router. Tick the “Connect automatically” box and you will not need to re-enter the network security key during your next connection to the same wireless network. Click on the Connect button to initiate login.

Step 3 Enter your network security key in the “Security Key” field and click on the OK button. You can find the default network security key on your Singtel modem or wireless router.

Step 4 On the “Set Network Location” window, click on Home Network.

Step 5 Click on the Close button to complete the setup and close the window.

Step 6 Once the wireless network is successfully connected, the bars of the Wireless Network icon will be lit according to the network strength. A full bar indicates a strong signal.

Windows 8

Step 1 Bring up the Charms Bar by moving your mouse cursor to the lower right corner of the screen.

Step 2 Click on Settings > Network icon.

Step 3 A list of available networks will be displayed. Locate and select your wireless network (e.g. SINGTEL(5G)-8992), the name of your wireless network can be found on your router.

• Ensure that the Airplane Mode is Off. • Tick the “Connect automatically” box and you will not need to re-enter the network security key

during your next connection to the same wireless network. • Click on the Connect button to initiate login.

Step 4 Enter your network security key and click on the Next button. You can find the default network security key on your Singtel modem or wireless router.

Step 5 If you are prompted to turn on sharing, choose "Yes, turn on sharing and connect to devices".

Step 6 Once the wireless network is successfully connected, the bars of the Wireless Network icon will be lit according to the network strength. A full bar indicates a strong signal.

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Windows 10

Step 1 Click the Start button and click Settings from the Start menu.

Step 2 Click the Settings app’s Network & Internet icon, which opens to show your available wireless networks.

Step 3 Choose to connect to the desired network by clicking its name and clicking the Connect button (e.g. SINGTEL(5G)-8992). The name of your wireless network can be found on your router. Ensure that the Airplane Mode is Off. Step 4 Enter a password if needed. If you try to connect to a security-enabled wireless connection, Windows will prompt you to enter a network security key. Your network security key can be found on your modem or wireless router. Step 5 Choose whether you want to share your files with other people on the network. If you’re connecting on your own home or office network, choose “Yes, turn on sharing and connect to devices.” That lets you share files with others and connect to shared devices, such as printers.

Step 6 Once the wireless network is successfully connected, the bars of the Wireless Network icon will be lit according to the network strength. A full bar indicates a strong signal.

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Optical Network Terminal (ONT) Model Guide

Please follow the guide according to the model of your ONT. To reboot your ONT, simply unplug and plug the power adapter connected to your ONT hardware.

Current available models: Model Model Name Page

Ericsson T063 5

ALU I-240G-D 6

ALU C-240C 7

Huawei GPON ONR HG8244H 8

ZTE F620G 9

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Ericsson T063:

LED Name Status Description

Power / Alarm

Green DC Power is available to the ONT. Amber Error Condition / Alarm Condition

Note: LED will be amber during ONT boot up. Amber LED will be cleared upon completion of boot up sequence. LED will also be amber during software upgrade operation. Amber LED will be cleared upon ONT reboot post software upgrade process.

Off There is no DC power at the ONT. If power is provided, but this state persists:

• Ensure that the power cable connector is correctly seated in the ONT power output

• Verify that the power supply adapter is plugged into a live AC outlet or UPS

PON

Green GPON handshake complete and OMCI link to the OLT is established. Flashing The OMCI link is being established.

Off No OMCI link established or OMCI link setup in progress. This is normal at boot-up and can take up to two minutes to turn green. If this state persists, contact 1606, choose option 2, 3, 2.

LAN Green LAN port connectivity established on any of the 4 ports. Individual

LAN port activity LED resides on RJ45 socket at rear of ONT. Off No LAN port connectivity detected on all LAN ports.

Phone 1-2 Green Voice phone line 1 is on-hook.

Off Voice phone line 1 is on-hook.

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ALU I-240G-D:

LED Name Status Description

Power Green Operating on AC power.

Flashing Operating on battery power. Off ONT power is off.

OPTICAL / PON

Green Optical module normal; synchronized. Flashing PON optical port synchronization.

Off PON optical port is not synchronized. Red Optical module power or signal loss. Please contact 1606.

LAN Green ONT local RJ-45 Ethernet interface connection is established.

Flashing Ethernet data link transceiver. Off Ethernet interface is not connected.

UPDATE Red Upgrade failed. Please contact 1606.

Flashing Upgrading Off No LAN port connectivity detected on all LAN ports.

ALM Green Local access.

Off Normal state. Red Hardware exceptions. Please contact 1606.

POTS Green Off hook.

Flashing Off hook for more than one hour. Off On hook.

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ALU C-240C:

LED Name Status Description

Power Green Operating on AC power.

Flashing Operating on battery power. Off ONT power is off.

OPTICAL / PON

Green Optical module normal; synchronized. Flashing PON optical port synchronization.

Off PON optical port is not synchronized. Red Optical module power or signal loss. Please contact 1606.

LAN Green ONT local RJ-45 Ethernet interface connection is established.

Flashing Ethernet data link transceiver. Off Ethernet interface is not connected.

UPDATE Red Upgrade failed. Please contact 1606.

Flashing Upgrading Off No LAN port connectivity detected on all LAN ports.

ALM Green Local access.

Off Normal state. Red Hardware exceptions. Please contact 1606.

POTS Green Off hook.

Flashing Off hook for more than one hour. Off On hook.

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Huawei GPON ONR HG8244H:

LED Name Status Description

POWER

Green The ONR is powered on. Off The power supply is cut off.

Blinking Red Hardware self-check failed or failed to start. Blinking Red twice then Stable Green

Uploading firmware.

PON

Green Fibre connection is up. Off Fibre connection is down.

Blinking Fibre connection set up in progress.

Red Optical signals are abnormal, please reconnect the fibre port. Contact service provider if the problem is not resolved. Please contact 1606.

TEL 1 – TEL 2 Green Corresponding voice service is up.

Blinking Voice service is up and the phone is off-hook or ringing. Off Voice service is down or not available.

LAN 1 – LAN 4 Green Ethernet connection is in normal state.

Blinking Data is being transmitted on the Ethernet port. Off Ethernet connection is not set up.

USB Green

USB port is connected and is working in the host mode, but no data is transmitted.

Blinking Data is being transmitted on USB port. Off USB port is not connected.

INTERNET Green Internet service is OK.

Blinking Internet data is being transmitted. Off Internet service is down.

IPTV

Green IPTV WAN IP address and STB detected OK.

Blinking No IP address obtained in IPTV interface and STB detected OK.

Off No STB detected.

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ZTE F620G:

LED Name Status Description

Power Green The ONT power is on.

Off The ONT power is off.

PON Green The ONT is registered successfully. Blink The ONT is in the process of registration. Off The ONT failed to be registered or the system is not on.

LOS Red The ONT is receiving optical signals abnormally. Please contact 1606. Off The ONT is receiving signals normally.

ALARM Red The ONT is inactive or in fault. Please contact 1606. Blink Software download/upgrade in progress. Off The ONT is in normal operation.

LAN 1 - 4 Green The network interface is connected but no data is transmitted. Blink Data is being transmitted or received. Off The device is not powered ON or data cable is not connected.

Phone 1-2x Green The device is registered on the SS but no data is transmitted. Blink Data is transmitted. Off The device is not powered ON or fails to register on SoftSwitch.

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Singtel Wireless Router Model Guide

Please follow the guide according to the model of your wireless router.

Current available models: Model Model Name Page

Aztech DSL8900GR(AC) 9

Arcadyan Router AC2800 10

Arcadyan Mesh Router 12

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Aztech DSL8900GR(AC):

Front Panel Indicators & Buttons Back Panel Ports & Button

• Power • Ethernet LAN Ports 1 to 4 • 5GHz • 2.4GHz • USB • Broadband (ADSL and Ethernet WAN) • Internet • WPS Indicator and Button

• USB 1 • USB 2 • Ethernet LAN Ports 1 to 4 • Ethernet WAN Port • ADSL Port • Reset Button • Power Adapter Jack

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Arcadyan Router AC2800:

LED Name Status Description

Power Green Router is receiving power. Red System failure. Please contact 1606. Off Power off.

Internet

Green WAN connection is functioning correctly. Red Internet connection failure.

Amber 4GPP service has been detected and in use. Red No Internet link. Please contact 1606.

IPTV Green Set-Top Box connection has been established. Red No link. Please contact 1606.

LAN (1 – 4) Green Ethernet connection has been established.

Flashing The indicated LAN port is sending or receiving data. Off No LAN connection on the port.

USB Green USB connection has been established.

Flashing The indicated USB port is sending or receving data. Off No USB connection on the port.

2.4GHz Green 2.4GHz Wireless link has been established.

Flashing Data is being transmitted via wireless network. Off No wireless link.

5GHz Green 5GHz Wireless link has been established.

Flashing Data is being transmitted via wireless network. Off No wireless link.

WPS (Wi-Fi Protected Setup)

Green WPS link has been successfully established. Off The WPS is disabled.

Items Description

WPS Button Press this button for at least 6 seconds when activating the WPS function. LED Button Use this button to enable/disable the LED indicator light.

USB Port Connect your USB (storage or mobile dongle) device to the USB port.

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The router also supports the following ports and one reset button on the rear panel:

Items Description

LAN Ports Gigabit Ethernet ports (RJ-45). Connect devices on your local area network to these ports (i.e., a PC, hub, or switch).

Internet (WAN) Port Gigabit Ethernet port (RJ-45). Connect your Ethernet PPPoA/PPPoE link to this port.

Reset Button Use this button to reset the Router and restore the default factory settings. To reset without losing configuration settings, refer to the Reboot settings below.

Power Inlet Connect the included power adapter to this inlet. Using the wrong type of power adapter may cause damage.

To reboot: Steps Description

Step 1

Press the Reboot button to refresh the Router.

Step 2 Click OK to reboot the device. Step 3 The reboot will be complete when the screen prompts for login.

Note: If you use the reset button on the back panel, the Router performs a power reset. If the button is pressed for over 6 seconds, the factory default settings will be restored. Please ensure that you have noted down your previous settings before resetting the router.

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Arcadyan Mesh Router:

LED Name Status Description

Power White System is powered.

Flashing FW is being upgraded. Red System fail. Please contact 1606.

Internet White Internet service is on.

Flashing Getting IP address or No IP address. Off No WAN Ethernet connected.

LAN White One of the Ethernet LAN cable is linked.

Off No Ethernet LAN cable is linked.

Mesh

White Mesh connected – Good. Flashing Mesh is being paired.

Red Mesh connected – Bad. Please contact 1606. Off No Mesh paired.

Steps Description

Step 1 Plug the power adapter into the power socket on the rear of the Router, and the other end into a power outlet.

Step 2 Use RJ-45 cable to connect from port 1 of the ONT device and the other end to the ETHERNET or INTERNET WAN port (depending on your Router model).

Step 3 Use RJ-45 cables to connect any of the four LAN ports on the Router and an Ethernet adapter on your PC.

Step 4 If needed, you can use a 4G dongle to plug in the USB port.