Step 1: The 30-Second Reset
Your TCLPfiber service is delivered through a fiber gateway (also called an ONT) installed inside your home or business. We recommend keeping the area around your ONT clear and accessible.
Locate this device, unplug the power cord from the back of the unit, wait 30 seconds, then plug it back in.
Note: If you use your own Wi-Fi router, wait until the ONT is fully online before restarting your router. Additionally, it can take up to 5 minutes for all the lights to come back on.
Also verify the following:
- The power adapter is securely plugged into the wall outlet.
- The power cable is securely connected to the ONT.
- The fiber cable is connected and has not been disconnected or damaged.
- The ethernet cable connecting your router or device is firmly plugged in.
Step 3: Check for Nearby Construction or Outages
Because fiber lines are installed both overhead on utility poles and buried underground, they are generally well-protected, though most run above ground where weather or fallen branches can affect them. Take a quick look outside — is there any utility construction, landscaping, tree trimming or digging happening near your property?
Check for service updates through:
- TCLP website.
- TCLP social media channels.
- Email notifications from TCLPfiber.
Step 4: Test Multiple Devices
Determine whether the issue affects:
- One device only.
- Wi-Fi devices only.
- All devices.
If only one device is affected:
- Restart the device.
- Disconnect and reconnect to Wi-Fi.
- Verify airplane mode is disabled.
- Check for software or operating system updates.