Report a problem

Report a problem

Fibre broadband - troubleshooting at home

TIP: Don’t touch the ‘Wi-Fi’ button on your router when you’re trying to fix the issue. If you’ve already pressed the button before reading this, go back and press it again to get back to where you were!

1

Find your ONT/Genexis box 

2

Make sure the cables are connected properly

Power lead is coming out of the top right and leading into an electrical mains socket.

The Ethernet cable is connected into port number 1 – if it’s plugged into any of the other ports the service won’t work.

The other end of the Ethernet cable goes into the grey WAN port on the back of the Tilgin router. If it’s plugged into any of the yellow ports it won’t work.

3

Make sure the power lead coming out of the Tilgin goes into a mains electricity socket and it’s turned on.

4

Has the Tilgin or the ONT got any flashing lights?

  •  Yes – Unplug the black power lead from the top right of your ONT and leave it unplugged for 10 minutes. Once 10 minutes has passed, plug the lead back in and wait 2 minutes before seeing if there are lights flashing.
  • No – Follow the power lead back to the socket and make sure it’s plugged in and switched on.

If the socket is switched on and the Tilgin still doesn’t light up, check the black/white power button on the back of the router is pressed in.

  • If you’ve done all of these checks and your ONT/Tilgin isn’t giving a Wi-Fi signal you need to be sure the socket isn’t broken. You can do this by plugging in a hoover/hairdryer/lamp. If the socket isn’t working it’s your responsibility to get an electrician/check the circuit breaker.

5

Do you know your Wi-Fi network password?

  •  Yes – Go into your ‘Wi-Fi’ Settings on your device and select ‘Forget Network’. Reselect your ‘Wi-Fi’ Settings and if your home network appears as available this means that your Wi-Fi is working. Select your home network and re-enter your password. Open the internet or an application that requires data access and if the page loads correctly your Wi-Fi is working.
  • No – Please contact our faults team so that we can run some further tests and do all we can to help you.   I have a data point that splits the Ethernet cable into different rooms, should I follow these steps too?Yes, the same principal applies; the ethernet cable comes out of the ONT, goes into the data point and there’ll be another data point in your house which the cable will come out of which will then go into the grey WAN port on the Tilgin.

Copper broadband - troubleshooting at home

TIP: Don’t touch the ‘Wi-Fi’ button on your router when you’re trying to fix the issue. If you’ve already pressed the button before reading this, go back and press it again to get back to where you were!

1

Find your router

2

Make sure the cables are connected properly

3

Unplug the filter and plug it into another telephone socket if possible.

4

Plug a PC or laptop directly into your router using an ethernet cable.

If the socket is switched on and the router still doesn’t light up, check the black/white power button on the back of the router is pressed in.

If you’ve done all of these checks and you’re still not getting a Wi-Fi signal you need to be sure the socket isn’t broken. You can do this by plugging in a hoover/hairdryer/lamp. If the socket isn’t working it’s your responsibility to get an electrician/check the circuit breaker.

5

Do you know your Wi-Fi network password?

  • Yes – Go into your ‘Wi-Fi’ Settings on your device and select ‘Forget Network’. Reselect your ‘Wi-Fi’ Settings and if your home network appears as available this means that your Wi-Fi is working. Select your home network and re-enter your password. Open the internet or an application that requires data access and if the page loads correctly your Wi-Fi is working.
  • No – Please contact our faults team so that we can run some further tests and do all we can to help you.

JT Total Wi-Fi

If you already have JT Total Wi-Fi and need help with your service, you will find answers to your questions here.

If you would like to know more about this Wi-Fi optimisation service please click here.

One Time Passcode (OTP)

What is an OTP?

An SMS/Email OTP (One-Time Passcode) is a secure authorisation method where a numeric or alphanumeric code is sent to a specified mobile number or email address. This password is an added layer of security used to verify a user’s identity when logging in online, confirming a transaction, or similar action.

Issues receiving an OTP?

You are usually offered the choice between an email OTP, or an SMS OTP which would either be sent to your phone or email address. JT does not block OTP SMS from being received on it’s network. If you are experiencing problems receiving the OTP then this will be a sending issue with the bank. Our advice is to select an alternative method for the OTP to be sent, or to contact your bank directly to raise the problem.

Testing broadband speed

Our network delivers broadband to your router so please use an Ethernet cable to join your router and the device which you’re testing the speed on.

Always make sure you’re using the JT hosted server to run the test as this will give you the most accurate results.

Click here to carry out a speed test.

Powercut

Your landline won’t work during a power cut because the Optical Network Termination (ONT) needs electricity to function and operate a landline service.

If you rely on your landline and have a corded telephone our engineers can fit a battery back-up unit which will enable the line to work should a power-cut happen. Please submit a service request for an engineer visit.

If you have Community Alarm unit, we will fit a battery back-up free of charge when we install the fibre line to your home.

PUK code

Your PUK code can be found printed on the card that your SIM card came in. If you misplace the card, you can find your PUK code in your JT My Account portal or App anytime you need it. Alternatively, call 882882 and select the number options that will take you to the automated PUK retrieval service 24/7.

Videos

How to Restart your ONT

Check how to reboot your Optical Network Terminal (ONT) or Genexis Box to reset the access to the JT network.

How to restart your Tilgin router? (Jersey only)

Restarting, also known as rebooting your Tilgin router is one of the simplest troubleshooting steps you can take.

How to connect your ONT/Genexis box (Jersey only)

Learn how to connect your router to the Genexis ONT, or Optical Network Terminator.

Protecting Electrical Equipment from Storm Damage

When weather conditions are out of control, we can all take steps to responsibly maintain and sustain connectivity.

How to optimise your broadband (Jersey only)

Learn from our lead engineers a few simple tricks to get the best out of your broadband connection.

Delivering the internet to your home

Have a look at how we provide connection to your home, from hardware to best practices.

What is the difference between 2.4GHz and 5GHz?

Your JT Tilgin router offers two wireless frequencies, 2.4 or 5GHz (gigahertz), but which one should you use?