If your Mahek Broadband installation is complete but your internet connection isn’t working, don’t worry — this is usually a minor configuration or signal issue that can be quickly resolved.
Follow the steps below to check your setup before contacting support.
🧭 Step-by-Step Troubleshooting Guide
🟢 1. Check Power Supply
- Make sure your router and ONT (fiber device) are powered ON.
- Verify that the power adapters are properly plugged in and switches are ON.
- If the devices have no lights, try connecting them to a different socket.
💡 2. Check Indicator Lights
Look at the LED lights on your router and ONT:
| Light Label | Status | Meaning |
|---|---|---|
| PON / LOS (on ONT) | PON = Green, LOS = Off | ✅ Fiber signal active |
| PON / LOS | LOS = Red or Blinking | ⚠️ No signal / fiber disconnected |
| Internet / WAN (on router) | Green or Blue | ✅ Internet connected |
| Internet / WAN | Red or Off | ❌ No active internet connection |
If you see a red LOS light, the issue is usually fiber signal loss — please contact our support team immediately.
⚙️ 3. Restart Devices
Sometimes a simple restart fixes the issue:
- Turn OFF both router and ONT.
- Wait for 30 seconds.
- Turn ON the ONT first, wait until lights stabilize.
- Then turn ON your router.
- Check if your internet starts working.
📶 4. Verify Wi-Fi or LAN Connection
- Make sure you are connected to your correct Wi-Fi network (SSID).
- If using LAN, ensure the cable is connected firmly to the router and computer.
- Try connecting another device to confirm it’s not a device-specific issue.
🔑 5. Confirm Login or Plan Activation
- If your router shows connected but there’s no internet, your plan may not be activated yet.
- You can check your account status on the Customer Portal.
- If payment was made recently, activation may take up to 30 minutes after installation completion.
🧰 If Problem Persists
If none of the above steps work:
- Contact our technical support team — we’ll check your line remotely.
- If needed, a technician will visit your location for on-site testing at no extra cost.
📞 Contact for Immediate Assistance
📞 +91 022 697 18061 | 📱 WhatsApp: +91 8788412303 | ✉ support@mahekbroadband.in
Our support hours:
🕒 Monday – Saturday: 10 AM – 8 PM
🕐 Sunday: 10 AM – 1 PM
💡 Tip to Avoid Downtime
- Do not unplug or move the ONT/router cables frequently.
- Keep both devices connected to a UPS or surge protector if power fluctuations are common.
- Regularly check your fiber wire for bends or cuts, especially near walls or doors.
