Network Diagnostics
Use this page when the issue appears network-related and you need the deepest diagnostic flow after intake, quick fixes, and the checklist.
Step 4: Run deeper network diagnostics
This page owns the deepest network-focused diagnostic flow inside the support cluster. It sits after How to Get Help, quick fixes, and the support checklist. For service scope and escalation paths after diagnostics, use Support & Maintenance.
Determine if the problem lies with your Internet Service Provider (Du or Etisalat).
- Check ISP Services: Are your ISP-provided TV boxes or landlines working? If not, it's likely a line issue or outage.
- Check the GPON (Fibre Box): Look at the lights where the fibre enters your property. Red or flashing lights usually indicate an ISP fault.
- Etisalat Users: If you have an Etisalat router between the GPON and your own firewall, ensure it shows internet connectivity first.
Step 2: Orderly Restarts
Order matters when rebooting network equipment.
Power-Off Sequence
- Wi-Fi Nodes / Access Points
- Network Switches
- Main Router / Firewall
- ISP Router (if present)
- GPON (Fibre Box)
Leave the GPON off for 30 minutes for a fresh ISP session.
Power-On Sequence
- GPON (Wait 5 mins)
- ISP Router (Wait 5 mins)
- Main Router / Firewall
- Network Switches
- Wi-Fi Nodes / Access Points
Step 3: Check for Rogue Wi-Fi
Interference from other routers is a common cause of instability.
With your main Wi-Fi system powered off, check your device's Wi-Fi list. If you still see your network name (SSID) or an ISP default network, another device is broadcasting and causing interference.
Common culprits include ISP routers with Wi-Fi still enabled or old range extenders left plugged in.
Step 4: UniFi & Firewalla Users
Specific diagnostics for managed networks.
UniFi Gateway
Check WAN IP and Internet Health in the UniFi Network dashboard. Look for 'High Latency' or 'Packet Loss' alerts.
Firewalla App
Review the 'Internet Health' section for disconnect history and active alarms regarding specific devices.
Step 5: Escalate with clearer results
Use the results from this page to decide whether to contact your ISP or send a clearer support request to Hurst First.
Contact ISP If:
- GPON has red/alarm lights
- ISP TV or Phone is down
- Direct Ethernet test to ISP router fails
Contact Us If:
- Wi-Fi is unstable or has poor coverage
- Performance is poor after ISP checks
- Suspected rogue routers or interference
Need assistance after diagnostics?
If you have already run these deeper checks, send the results to support so we can decide whether the next step is remote help, a site visit, or ongoing service coverage.