Follow these steps to try and re-establish your connection:

1: Check the weather conditions

The weather conditions may affect the service quality. Please check that there is no bad weather (such as heavy rain or thunderstorms) before reporting a loss of service.

2: Check the connection

Make sure the konnect box power cable is connected properly (see photo below).

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3: Check the indicator lights on your konnect box (LED) 

Check that the following indicator lights, located on the front of your konnect box are showing the correct status:

-POWER: The light must be on to indicate that your konnect box is properly connected to the power supply. If there is a problem with overheating, the indicator light will be red.

-SYSTEM: The light must be on to indicate that the konnect box has established a connection to the Internet. 

-RECEIVE: The light must be on–to indicate that the konnect box can receive data–or it must be blinking to indicate that data is being downloaded.

-SEND: The light must be on to indicate the konnect box can send data to the Internet, or it must be blinking if data is being uploaded to the Internet.

-LAN: The light must be on or blinking to indicate there is activity on the local network (equipment connected to the konnect box).

4: Check your usage

The internet connection may be interrupted due to the data usage of your internet subscription package. You can check your usage via your My konnect customer portal or by contacting your konnect customer service team. 

5: Check the service operation indicators

To check these indicators, go to the graphic interface on your konnect box. To do this, check that your computer is connected directly to the konnect box then enter the following address http://192.168.0.1 in your web browser.

Then check the indicators: 

3 indicators tell you about the service operation status. The “System Status” changes colour to indicate the operational status of your konnect box:

•    A red indicator means there is a system error.

•    A yellow indicator means that the system is functioning but in a reduced function mode.

•    A green indicator means the system is functioning properly.

If this indicator is not green, please create a ticket with Customer Services, making sure to note the colour of this indicator.

6: Perform a self-check of the konnect box

The konnect box has an integrated test that checks to see if it is connected.

To start the test, go to your konnect box's graphic interface as in step 5 above, i.e. check that your computer is directly connected to the konnect box, then enter the following address http://192.168.0.1 in your web browser.

Then click the button “Built-In Self Test” from the link located in the left side panel.

The results are displayed in the centre of the page, as shown below: 

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