You need to  identify your modem type by looking at the modem light indicator before  proceeding with troubleshooting.    

The type of modem is indicated as per below:

MODEM INDICATOR 1

MODEM INDICATOR 2

MODEM INDICATOR 3

BTS 1

1. Please power OFF your modem and router (This is to refresh your modem and router performance).

2. Please ensure the LAN cable is securely connected from router to your devices (Astro Box/Laptop etc.).

Modem connection
Router connection

3. Now, turn the power ON for your modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

4. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 2

1. Please power OFF your modem and router. (This is to refresh your modem and router performance).

2. Make sure the fibre cable from your wall socket to modem is securely connected.

3. Please ensure both LAN cables on the Modem (LAN Port 2) and Router (Port 1) are properly connected.

Modem connection
Router connection

4. Turn the power ON for your modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 3

1. Please ensure your modem and router power plugs are securely connected to the power socket.

2. Alternatively, try to connect the power plug to a different power socket or power source. This step is to eliminate the possibility of faulty power socket which could cause the issue.

3. If issue persists, please submit Feedback Form or connect to our agent for further assistance.