FIBRE & WI-FI DIAGNOSTICS · MARRAKECH
In brief
After a recent installation, having no connection does not necessarily mean the socket was fitted incorrectly: an indoor connection, a piece of equipment or the link to the network may be at fault. In Marrakech, as elsewhere, start calmly by checking what you can access inside the home, following your operator’s instructions. Do not dismantle anything or touch the fibre itself. If the checks you are permitted to make are not enough, share your observations with the operator, who can distinguish an activation or network issue from an indoor fault.
Confirm the scope: a fault since installation
This guide covers cases where the internet has never worked, or stopped working as soon as a new fibre installation was completed. First check that the box and, if your setup includes one, the ONT (optical network terminal) are the equipment specified by your operator. Depending on the equipment, the ONT may be built into the box or separate 3: do not try to add a device that is not listed in the instructions.
Locate the wall-mounted optical socket and the devices installed by the technician, without moving furniture or pulling on cables. Note whether the fault affects every device or whether the box itself indicates that it has no connection. The aim here is not to diagnose poor coverage in a room or slow browsing, but to check the connections and status of the newly completed installation.
Check power and visible connections
Follow the sequence and diagram in the instructions for your specific model. Make sure the box and any ONT are receiving power, their adapters are plugged in and the devices are switched on. An unlit indicator may simply mean there is no power; indicator meanings vary by model.
If the installation includes an Ethernet cable between the ONT and the box, check visually that it connects the devices and the ports shown in the instructions. Do not unplug connectors to test them or switch ports at random: indicators and their meanings vary by model.
For the fibre lead, make an external visual check only: see whether it appears to be connected to the socket and box as shown, without removing it or opening a cover. Never look into a connector, handle the fibre end, force a connection or work on sealed equipment. If a connector appears to have come loose or you are unsure, stop and contact the operator or installer.
Read the indicator lights without jumping to conclusions
Record each indicator’s name, colour and behaviour (steady, flashing or off), along with the model of the box or ONT. Some equipment uses separate indicators for optical status and the local link, but their names and codes depend on the model. Check the instructions for the device actually installed; do not apply the interpretation for a different box.
An unusual status does not, by itself, prove that the indoor socket is the cause. It may point towards a synchronisation, local-link or power issue, or a fault that only the operator can check. Do not draw a conclusion from a single indicator, and do not try to correct an optical connection without explicit instructions.
If the internet is still unavailable, prepare a useful fault report
After these checks, do not factory-reset the box or change its settings. Consider restarting it only if the instructions or your operator recommend it. Orange Maroc’s support information lists the service activation date as useful information; for your line, ask the relevant operator to confirm activation and the next planned step, without assuming a timeframe 1.
Prepare a factual description: installation date, any confirmation left by the installer, equipment models, whether there is a separate ONT, the status of each indicator and the checks already completed. Add clear external photos of the connections and indicators if they do not reveal login details, serial numbers or personal information. Mention if a cable appears disconnected or a box is damaged, without attempting a repair.
If the operator considers that the upstream link or activation needs checking, it is responsible for intervening within its own scope. An indoor diagnostic in Marrakech and nearby areas can examine accessible elements in the home — the optical socket, indoor cabling and relevant equipment — but it does not repair the external network or guarantee service activation. To define the scope of a request, see the in-home fibre diagnostic in Marrakech page and the Help page.
Key points and next steps
In brief: power the devices correctly according to their instructions, visually check accessible connections, note the exact indicator status and report the fault to the operator if the connection remains unavailable. Do not disconnect the fibre lead, handle a sealed box, open equipment while it is powered or perform a factory reset. This approach helps you provide useful information without confusing a post-installation fault with a Wi-Fi issue, and without promising a repair or eligibility.
References and documentation
These general guidelines do not replace your equipment's manual or your provider's instructions. The WifiUrgence diagnostic covers the agreed-upon installation inside the home.
Diagnostic scope and preparation