If your connection stops working, here are the first things to check before calling support.
1. Check for outages
Visit our status page or check your email inbox to see if there’s a known issue in your area.
If there’s an outage, we’ll post updates and an estimated time for restoration.
2. Restart your equipment
Sometimes a quick reset can solve the problem.
Wait 30 seconds.
Turn the NTD/ONT back on.
Wait 2–3 minutes for the connection to re-establish.
3. Check your cables and connections
Make sure all cables are plugged in firmly and haven’t been accidentally unplugged or damaged.
Make sure the power lead is plugged in at both ends, and check the Power and PON lights are steady green—this means the NTD/ONT is powered and connected to the network.
4. Contact support if needed
If you’ve tried the above and your internet is still not working:
Contact Splice Support via phone, email, or live chat.
Call from the affect premises.
If you can, have at hand:
Your account details.
A brief description of the issue.
What troubleshooting steps you’ve already tried.
Tip: If your WiFi isn’t working but a wired connection is, it’s likely a WiFi configuration issue – our support team can help fix it quickly.