Check availability

Help center

Search answers written by our engineers, follow a troubleshooting guide, or check your connection to us. When you need a person, our Network Operations Center is staffed 24/7.

33 answers

Popular

Frequently asked questions

Straight answers about our service, pricing and network. Filter by topic or search above.

Showing 10 of 33

Troubleshooting guides

Three short guides from our NOC engineers. Start with the lights — they tell you where the problem is.

Guide 01

Read your ONT lights

Your ONT (optical network terminal) is the small box where the fiber enters your home or office. Its four lights show exactly where a problem is.

QLT · ONTPowerPONLOSLAN

PON — The ONT is registered on our fiber network.

What do your lights show?

What it means

The ONT has power, is registered on our fiber network and is passing traffic to your router.

What to do

Nothing to fix here. If things still feel slow, test on a wired device and see the WiFi guide below.

Never look into the end of a fiber cable or connector — the laser light is invisible and can harm your eyes.

Guide 02

Restart your gateway the right way

A proper power cycle clears most slowdowns. The order matters — and so does patience.

  1. Check status first

    If there is a known incident, a restart won’t help. The status page will tell you. Network status

  2. Unplug the gateway, then the ONT

    Pull the power cables only. Leave the green fiber connector alone.

  3. Wait a full 30 seconds

    Both devices power down completely and clear their sessions.

    30

  4. Power the ONT first

    Wait until its PON light is solid green — usually one to two minutes.

  5. Then power the gateway

    Allow two to three minutes for it to boot and bring WiFi up, then test on a nearby device.

Please don’t

  • Press the reset pinhole — it erases your WiFi name and password.
  • Unplug or bend the green fiber connector — fiber is fragile.

Guide 03

Improve your WiFi

Most “slow internet” is really slow WiFi. Four habits make the biggest difference.

  1. Put it in the open

    Central and elevated — never in a cabinet or behind the TV.

  2. Pick the right band

    6 GHz and 5 GHz for speed; 2.4 GHz for range and smart-home gadgets.

  3. Wire what doesn’t move

    TVs, consoles and desktops love Ethernet — and it frees airtime for everything else.

  4. Add a node where walls win

    A mesh node halfway to the dead zone beats a louder router. Extra nodes are $8/mo.

Bands at a glance

2.4 GHzLongest reach · smart-home devices
RangeSpeed
5 GHzThe all-rounder
RangeSpeed
6 GHzFastest · best in the same room
RangeSpeed
Explore managed WiFi

Connection check

An honest, simple test: your browser times 10 tiny requests to the server hosting this website and reports the round-trip time.

—msAverage round-trip time
Best—ms
Average—ms
Jitter—ms
Failed—

Ready when you are

Nothing is uploaded or stored — the check runs entirely in your browser.

What this measures

  • Round-trip time (RTT): how long a tiny request takes to travel from your browser to the server hosting this website and back, including a little browser and server processing.
  • Jitter: how much consecutive samples differ. Lower is steadier — it matters most for video calls and gaming.
  • It is not a speed test. It does not measure bandwidth or your plan’s capacity.
  • WiFi, VPNs, browser extensions and where this site is served from all affect the result.

Still stuck?

Our NOC is staffed 24/7/365.

Email the Network Operations Center with your service address or circuit ID and what you are seeing. A network engineer — not a script — picks it up.

noc@quantumleaptelecom.org

Email the NOCCheck network status

Include in your email

  • Service address or circuit ID
  • What is happening and when it started
  • Which ONT lights are on
  • A speed test or traceroute, if you can
Contact

Not a customer yet?

Fiber for Utah homes. Pre-orders are open.

Check where your neighborhood sits in our build plan, or talk to an engineer about business fiber, SD-WAN and private cloud.

Check availabilityContact us