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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.

Single-Light Model

Light LEDMeaningWhat to Do
🔵 Solid BlueNormal OperationYour hardware is healthy and connected. If you don't have internet, check your Wi-Fi router or mesh points.
🔵 Blinking BlueBooting / UpdatingThe device is starting up or downloading a software update. Wait 5 minutes for it to turn solid blue.
🔴 Solid or Blinking RedLine or Hardware FaultUnplug the power cable from the Fiber Jack for 30 seconds, then plug it back in. If it stays red, contact GFiber Support.
⚪ No Light (Off)No PowerEnsure the power cable is firmly connected to both the Fiber Jack and the wall outlet. Try a different outlet if needed.

 

Four-Light Model

Light NameNormal StateProblem StateWhat to Do
Power🟢 Solid Green⚪ OffNo Power: Check that the power adapter is plugged firmly into the outlet.
Alarm⚪ Off🔴 Solid RedFiber Signal Loss: The unit isn't getting a light signal from the main fiber line. Check for bent fiber cables or a line outage.
Optical🟢 Solid Green🟢 Blinking or ⚪ OffEstablishing Connection: Blinking means it's booting up/connecting. Off means there's no optical connection. Give it 5 minutes; if it stays off, restart the device.
Network🟢 Solid or Pulsing Green⚪ OffRouter Disconnected: The Fiber Jack is online, but it isn't talking to your Wi-Fi router. Check the Ethernet cable connecting the Fiber Jack to your router.

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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