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Fix Fiber Jack Connection Issues

Your Fiber Jack is the small device that connects your home to the GFiber network. If your internet isn't working, the lights on your Fiber Jack can help you figure out what's going on.

The Fiber Jack is the small wall-mounted device where the fiber optic line enters your home. It translates the raw optical signals into internet data for your Wi-Fi router. If your internet is down, the LED lights on your Fiber Jack indicate exactly what is failing.

Locate Your Fiber Jack

Your Fiber Jack was professionally installed on an interior wall. You can identify it by checking for the following:

  • Location: Mounted low on a wall, typically in the room where the main utility lines enter your home.

  • Cables: Connected directly to your main GFiber router via an Ethernet cable.

  • Power Source: Powered either by a dedicated AC power adapter or directly through the Ethernet cable (Power over Ethernet).

Identify Your Model

There are 2 different models of Fiber Jacks:

  • Single-light models: These have 1 light on the front that changes color.
    Screenshot 2026-06-22 at 4.42.41 PM.png

  • Four-light models: These have 4 separate lights labeled Power, Optical, Network, and Alarm.
    Fiber Jack plugged in to wall

Troubleshoot the Status Lights 

If your Fiber Jack goes offline, you will receive an alert banner in the GFiber App. Use the table below to diagnose your network status based on the LED indicators on your device.

Light StateSingle-Light ModelFour-Light ModelCurrent Status & Action Required
Solid Blue / Solid Green🔵 Solid Blue🟢 Solid GreenNormal Operation: The hardware is healthy and connected to the network. Your internet issue may be related to your Wi-Fi router instead.
Blinking Blue / Blinking Green🔵 Blinking Blue🟢 Blinking GreenBooting/Updating: The device is powering up or downloading a critical software update. Wait 5 minutes for it to turn solid.
Solid or Blinking Red🔴 Red🔴 RedNetwork/Hardware Fault: There is an active line issue or hardware failure. Follow the instructions below to fix a red light.
No Lights⚪ Off⚪ OffNo Power: The device is not receiving electricity. Check all cable connections, try a different wall outlet, or look for a manual power toggle switch on the bottom of the unit. If the light still doesn't come on, please contact us.

Reset Your Fiber Jack

If your device is displaying a Red Light or No Light, performing a hard power cycle often clears the internal cache and restores service.

  1. Disconnect the Power Source: Unplug the device from its electricity source depending on your model:
    • Single-Light Models: Unplug the Ethernet cable directly from the Fiber Jack or from the back of your router (this cuts the Power-over-Ethernet line).
    • 4-Light Models: Unplug the AC power adapter from the wall outlet or pull the power pin directly from the bottom of the Fiber Jack.
  2. Wait for Full Power Drain: Leave the device completely disconnected for at least 30 seconds. This allows the internal hardware components to fully shut down and reset.
  3. Reconnect and Reboot: Plug the power cable or Ethernet line back in. Wait 2 to 3 minutes for the hardware to cycle through its boot sequence and attempt to re-register with the fiber network.
  4. Verify the LED Results: Check the front panel lights. If the indicator lights turn solid blue or solid green, your connection is restored. 
alert-warning
When to Contact Support: If the light remains Solid or Blinking Red after completing the reset sequence, your fiber line may require external technical assistance. Contact GFiber Support immediately. Be sure to tell the support agent that you have a "Red Light on the Fiber Jack" so they can fast-track your ticket and schedule a repair technician to visit your home.

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