What to do if I experience no service or frequent disconnections with my CelcomDigi Fibre?

Modified on Thu, 06 Jun 2024 at 11:35 AM

1. Ensure that your line is active: You can check the status of your line through the MyDigi App or Celcom Life App. Make sure your line status is active. If your line is barred/suspended, you’ll need to pay any outstanding amounts. The easiest way to payment is via the app. Alternative payment methods available here.  

2. Restart your Modem and Router: Turn off your modem and router, wait for a few minutes, then turn them back on. Make sure not to press the reset button as it will erase your settings. 

3. Check your connections: Ensure that the cable is securely connected to your router’s WAN port. 


4. Limit device usage: Disconnect any devices that are not currently in use.  

5. Check Modem & Router lights: Ensure there’s no red light indicated on the modem or router as per sample picture below. If any of the indicator is showing a red light, get in touch with us here. 

Sample 1: Normal Router

Sample 2: Premium Router


6. Restart Your Mesh Extender (if applicable):  

  • Re-Pairing Your Mesh Extender: Disconnect your Mesh Extender from your network and then reconnect it. This can often resolve minor connectivity issues. 
  • Resetting Your Mesh Extender: If re-pairing doesn’t work, you might need to reset your Mesh Extender. To do this, locate the reset button on your device (usually at the back), press and hold it for about 10 seconds, then release. The device will restart and return to the factory settings. Once it is reset, you can set it up again as if it were new. 

If you continue to experience issues, please get in touch with us here.

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