Troubleshoot and frequently asked questions
Step 1 Check that your Fibre Patch Cord is properly connected to your Fibre Terminal Point(FTP).
Step 2 Make sure your Optical Network Terminal is plugged in and switched on, and check that the POWER LED light is lit.
Step 3 If your ONT is on and there is no light, please check that the power adaptor is properly connected. Otherwise, please plug to another power socket. For ALU ONT, do ensure that ON/OFF push button is pressed in.
Step 4 Make sure your router is plugged in and switched on, and check that the POWER LED light is lit and stable.
Step 5 If your router is turned on and there are no lights, please check that the power adaptor is properly connected and the main switch is powered on.
Step 6 Check that the Power, Broadband and INTERNET LED light is green on the router.
Step 7 If there is no light on INTERNET and LAN LED, check that your LAN cable is connected from the LAN1 port of your ONT to the ETHERNET port of your Singtel router.
Step 8 If the power or broadband light is ON and and still unable to connect, plug your laptop directly to the the ONT port 1 with the LAN cable.
Step 9 If you are able to connect and surf via the ONT, please contact 1606 option 2,3,2 to report on Singtel router. However, if you are using 3rd party router, please refer to you own vendor.
If you are not able to connect, please contact our technical helpdesk for further assistance at 1606 and select options 2 > 3 > 2.
Please follow these steps below on how to reboot your ONT and router.
Step 1 Turn off the power of your Optical Network Terminal (ONT).
Step 2 Turn off the power of your router.
Step 3 Turn on the power of your ONT. It will take about 2 minutes to boot up. Check that the POWER and PON LED lights are in green colour and are stable.
Step 4 Turn on the power of your router. It will take about 5 minutes to boot up. Check that the following LED lights are:
If you are using Aztech 7000GR, please proceed step 1
Step 1 Go to http://192.168.1.254 to visit the AZTECH configuration page.
Step 2 Click on Home Network Configuration button.
Step 3 Scroll down and ensure the option “Enable IGMP Snooping” is uncheck. Ensure the option "Broadband detection" is uncheck. Click on Save/Reboot button. If still having the same issue , please proceed to step 4.
Step 4: Change to the recommended WiFi Channel at your respective Singtel router. Steps to change WiFi Channel of your Singtel router: (AZTECH 8900)
Step A Go to http://192.168.1.254 to visit the AZTECH configuration page.
Step B At the AZTECH configuration page, scroll down and click on “Wireless Settings”.
Step C At “Wireless Settings”, change the WiFi Channel under “Channel”. You can also use WiFi Analyzer to identify the least congested WiFi Channel. Change to other wireless channels, rarely used channels, 7, 8, 9, 2, 3. Click on the Save/Apply button to activate the change.
Step 5 If the above step does not help the problem, please call our helpdesk at 1606 and select options 2, 3, 3.
Follow these steps to improve your wireless/WiFi speed for Fibre Broadband.
Step 1 Turn the power of your Optical Network Terminal (ONT) and router off. After 5 minutes, turn on the power of your ONT and router.
Step 2 Shut down your computer and start up again after 5 minutes.
Step 3 Slow wireless Internet speed is often caused by several factors, examples:
Check the other devices connected to the network - If too many devices are connected or on bandwidth heavy activities like video streaming or downloading large files, your internet speed can be affected.
Other Objects Beside the Router - Always ensure that the router is placed in an open area, without any objects placed near it. This can help prevent any interference to the router's airwaves.
Step 4 Since wireless networks can interfere with each other, the lesser congested WiFi Channel provides better airwaves for faster internet speed, as compared to the more congested WiFi Channel. Use the WiFi Analyzer* to identify which is the least congested WiFi Channel (best viewed in Internet Explorer (IE) browsers from IE 8 onwards and Firefox).
Step 5 At WiFi Analyzer, click on “Start scan” button. Please ensure that the Java Plugin is not blocked on your browser. Once the run is complete, the scan result will display which is the least congested WiFi Channel.
Step 6 Change to the recommended WiFi Channel at your respective Singtel router.
Here's how to connect to 2.4ghz or 5ghz SSID on Aztech 8800 or 8900 Router:
Step 1 Note that there will be two SSIDs broadcasted (i.e. for both 2.4GHz and 5GHz). Both SSIDs will appear on the network list of your device if it supports dual band.
Step 2 Always start with the wireless credentials, SSID and wireless, if the wireless clients cannot connect to the AP
Step 3 Each unit is preconfigured with a unique wireless network name and a unique password. The information on the default wireless can be found on the casing label sticker.
Step 4 If the wireless device supports 5GHz wireless band, try connecting to the 5GHz SSID, cause the possibility of 2.4GHz wireless channel will be congestion
Step 1 On the right hand side of the taskbar, click on the Wireless Network icon.
Step 2 A window of the available networks will be displayed. Locate and select your wireless network (e.g. SINGTEL(5G)-8992). 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 on the Security Key field and click on the OK button. You can find the default network security key on your Singtel modem.
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 lit according to the network strength. A full bar indicates a strong signal.
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 window of the available networks will be displayed. Locate and select your wireless network (e.g. SINGTEL(5G)-8992).
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.
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 lit according to the network strength. A full bar indicates a strong signal.gnal.