Troubleshoot your fiber internet connection

Table of contents

1. Before you follow the guide.
1.1 Is this guide what I am looking for?
1.2 What is the CPE (fiber box)?
1.3 Which CPE (fiber box) do I have?

2. Guide for investigating your internet connection.
2.1 Check that your CPE has power and is turned on. Check the PWR light.
2.2 Ensure that the CPE has connection to the fiber station.
2.3 Preparing for internet connection speed test.
2.4 Check internet connection speed.
2.5 Troubleshoot the connection speed.
2.6. Send an error report to us.

1. Before you follow the guide.

1. Is this guide what I am looking for?

Did you just get your new fiber internet connection installed and it's not working, is your internet speed slower than expected or did it perhaps just recently drop in speed? Then this is the guide for you.

If you want to test your connection speed and want it to be relevant for the troubleshooting you are required to use the google chrome browser.

When following the guide, please use and fill in the form found in the linked article below as you go along as it will be sent to us after.
Send an error report for your internet connection

Contacting us without following the guide will not speed up your troubleshooting process as you will be directed by our support staff to this guide.

2. What is the CPE (fiber box)?

This is not to be confused with a router which is something you plug into one of the four LAN ports. The LAN-ports are identical in functionality so you can plug your TV-cable into either of them if you have one. The CPE is a robust piece of equipment that rarely fails, if you are experiencing issues with the internet connection, chances are that there is something local causing the issue. 

3. Which CPE (fiber box) do I have?

Below you have an image depicting your fiber box, officially referred to as Customer-premises equipment or CPE for short. These will be made by either Inteno or CTS. On the CPE there will also be a "MAC"-code, if you need to send an error report, please include this code.

Inteno_Logo.pngCPE_Inteno_english.png

CPE_CTS_english.png

2. Guide for investigating your internet connection.

1. Check that your CPE has power and is turned on. Check the PWR light.

    • Green => OK, move on to step 2.
    • Red => Touch the power adapter, if it is cool try another power adapter. 
    • Light off => Check the On/Off button. Change adapter if it is cool.
    • If it is still not working, please contact Internetbolaget.

2. Ensure that the CPE has connection to the fiber station.

    • Green or orange=> OK, move on to step three IF you have a slow connection.
    • Red or off => Restart by pulling the power cord. Plug back in after PWR-light turns off.
    • Still red or off? Then pull the power cord for 15 minutes minimum before restarting.
    • If you have a garden ensure that your fiber cable has not been cut whilst working in the yard.
    • Contact Internetbolaget.

3. Preparing for connection speed test.

on the CPE. Then connect your computer directly to a LAN-port on the CPE with an ethernet cable. Not your router.

Before going through the below checks, please ensure that the ethernet cable you are using is of type CAT 6, if it is lower than 6 it will not be able to provide speeds higher than 100 Mbit/s.
This will be printed on the cable wire. 
mceclip0.png

    • Green => 
      • Inteno: The connection should be able to provide up to 1000 Mbit/s. --> Step 4.
      • CTS: The connection can not manage to provide up to 1000 Mbit/s.
    • Orange =>
      • CTS: The connection should be able to provide up to 1000 Mbit/s.--> Step 4.
      • Inteno: The connection can not manage to provide up to 1000 Mbit/s.
    • No light => The cable does not have connection to your CPE.

    • Wrong light or wrong light?
      • Try changing the LAN-port on the CPE.
      • If you have more LAN-ports on your computer, try another LAN-port.
      • Try another ethernet cable, remember it has to be CAT 6.
      • If you have another computer, try another computer.
    • Still no connection? Contact Internetbolaget.

4. Check internet connection speed.

  • Go to the following link in a google chrome browser and measure your speed: Bredbandskollen.
  • If you have greater than 70% of the ordered speed the connection counts as working.
  • Slower than 70%? --> Step 5.

5. Troubleshoot the connection speed.

  • Go through all steps below.
    • Try changing the LAN-port on the CPE.
    • If you have more LAN-ports on your computer, try another LAN-port.
    • Try another ethernet cable, remember it has to be CAT 6.
    • If you have another computer, try another computer.
  • Is the speed good when it is plugged into your CPE but not when in your own router or do you want a more in depth guide specific for the connection? You can check the guide below:
  • Click here for a connection speed guide.

6. Send an error report to us.

As stated in the beginning of the guide it is very, very rare that the CPE has problems. Truly ensure that you've followed and double-checked all the steps in this guide.

If you've gone through the guide, please send the form you've been filling out to support@gardio.se. If you missed the form from the intro of the guide then you can also see the form here:
Send an error report for your internet connection

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