You can solve most connectivity issues by restarting your Rogers Optical Network Terminal (ONT) device which connects fibre-to-the-home and your Rogers Xfinity Gateway or Router. The process takes about 10 minutes, and unlike a factory reset, restarting your equipment will not lose any of your settings.
Troubleshooting fibre-to-the-home connectivity issues
What happens during the restart process?
During this process, you won’t be able to use your Rogers services. If you have Rogers Voice, you won’t be able to make or receive calls, including 911 calls, until your ONT device and Gateway or Router are back online.
Restarting your Rogers Xfinity Gateway or Router and ONT device:
- triggers the gateway or router to update to the latest available firmware
- re-scans your current home WiFi environment to optimize settings
How to restart your ONT device and Rogers Xfinity Gateway or Router:
- Find your Optical Network Terminal (ONT) and your Rogers Xfinity Gateway or Router. Usually, the ONT is located near your electrical panel. If not, it might be close to your gateway or router.
- Unplug only the power cord from your gateway or router. Leave all other cables connected. View our device guides to find your power outlet and learn more about your equipment:
- If your ONT has a ON/OFF button, press it to turn off the device. Wait about 10-15 seconds, then turn it back on. If there’s no power button, only unplug the ONT’s power cord from the outlet, then wait 10-15 seconds and plug it back in.
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- Warning: Don’t unplug the fibre optic cable connected to the ONT. For more information about warnings for your ONT equipment, review our Internet safety guides.
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- Note: Models may vary in the ONT image displayed.
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- When the ONT turns back on, check that the correct lights are solid green. The position and labels of these lights may be different depending on your model:
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- Nokia Cortina: The POWER and PON lights.
- Nokia XS-020X: The POWER, NTWK, and MGMT lights.
- Nokia Broadcom XS-010X-B: The Power and PON lights.
- Hitron NOVA-2002: The Status light.
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- Plug the power cord back into your gateway or router and wait 1-2 minutes until you see a solid white light.
- When the gateway or router has a solid white light, review our device guides to find out if your internet speed is performing well.
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- Router: Testing the speed of your router (iOS) or Testing the speed of your router (Android).
- Gateway (Gen3): Testing the speed of your gateway (iOS) or Testing the speed of your gateway (Android).
- Gateway (Gen2): Testing the speed of your gateway (iOS) or Testing the speed of your gateway (Android).
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- If you have a Rogers Xfinity set-top box, turn it off by unplugging the power cord. Wait 10-15 seconds, then plug the power cord back in to turn it back on.
You’ve successfully restarted your ONT device and Rogers Xfinity equipment.
Basic troubleshooting for your home network
Still having connectivity issues? Try these fixes:
- Check several apps or websites to ensure that the connection issue is not specific to one destination.
- Check for local outages using the Rogers Network Status or get status from Rogers virtual assistant Anna.
- Check that all cables are fastened and secured to the Rogers Xfinity Gateway or Router, ONT device, power outlets, and your devices, if applicable.
Note: Do not remove the optical cable from the back of the ONT device. Only a trained Rogers Technician must do this. - Confirm that the Ethernet cable at the back of the Rogers Xfinity Gateway or Router is plugged into the correct port, depending on which Gateway or Router you have.