FIBRE & WI-FI DIAGNOSTICS · MARRAKECH
In brief
The Wi-Fi symbol confirms that your phone or computer has joined the home’s wireless network; it does not prove that the network can reach the internet 3. To find out whether the issue is with one device, the router or the internet connection, compare two devices under the same conditions, then check the equipment without taking it apart. In Marrakech, as elsewhere, an in-home assessment can look at accessible parts of the installation, but it does not replace the operator if the fault is on its network.
First check whether the problem affects one device or the whole home
Leave the affected phone connected to the same network name, then try opening an ordinary web page. Next, test a second device—for example, a computer or another phone—on that Wi-Fi network in the same location. Do not rely on a single app as proof: it may be unavailable even when the connection is working.
- One device cannot access the internet, while the others can browse: the home Wi-Fi and its internet connection are working for those other devices, at least. A setting or software issue on the first device becomes a more likely possibility.
- Several devices cannot access anything: the problem is likely shared by the home network or its internet connection; there is no need to change each phone separately.
- The devices work elsewhere but not on this Wi-Fi: that points to the home network rather than a general fault with those devices.
This comparison is an initial guide, not a definite diagnosis. It helps distinguish an issue with one device from a problem shared across the home.
If only the phone is affected, stick to reversible steps
On the affected device, switch Wi-Fi off and back on, and make sure Airplane mode is off. If that does not help, restart the phone and test again. If the problem persists on just one device, consult its manual or support service before changing security settings or deleting the saved network.
You can try the device on another network you are authorised to use, such as a friend or family member’s. If it connects normally there while other devices use the internet at home, the issue is probably specific to the combination of that device and the home network. Delete the saved network only as a last resort: you will need to enter the password again, and this will not fix an outage affecting the whole home.
If several devices are affected, check the router and local connection
Simply check whether the router is powered on and which indicator lights are showing. Compare their status with the manual or the operator’s official app: the meaning and colours vary by model. Note any unusual internet or fibre light, but do not infer an optical fault from its appearance alone.
Without pulling on cables, visually check that the router’s power supply is plugged in and that visible cables between devices have not obviously come out of their sockets. If the setup has an ONT or a modem separate from the router, identify which device indicates internet status and follow only the instructions in its manual. A Wi-Fi network that does not appear is a different symptom from the one covered here 2. Do not open enclosures, handle fibre-optic connectors or attempt advanced WAN settings without instructions from your provider.
A simple restart may sometimes restore the connection, but follow the sequence and wait time specified by the manufacturer or operator. Do not factory-reset the device: this can erase network settings and make restoration more difficult. If the router belongs to the operator, check with them before unplugging it.
Tell the Wi-Fi network apart from the fibre connection, then decide what to do next
When several devices remain connected to Wi-Fi but none can open a page, the local wireless network may still be present even though the router has lost internet access. If a computer already has an Ethernet cable and a suitable socket, a wired test at the router, without changing the installation, may provide a clue: if the internet works over the cable but not over Wi-Fi, the issue is more likely with the wireless network or its configuration; if it also fails over the cable, the home connection or router becomes a possibility. This test is optional and does not, by itself, prove that the external fibre connection is down.
Check your operator’s customer account or announcements, and report the symptom if all devices are affected, if the lights indicate an issue according to the manual, or if the problem persists after basic checks. Provide the equipment models, number of affected devices, lights observed and approximate time. The operator can check the status of its service and explain which checks it authorises.
If you would like an assessment of equipment installed inside your home in Marrakech and nearby areas, an in-home assessment may cover the PTO, accessible cabling, router and optical signal level, within the agreed scope. It cannot promise an external network repair or a guaranteed result. Never look into a fibre-optic connector, bend or handle the fibre, or touch sealed equipment or a powered cabinet. Leave these checks to a competent person, and contact the operator when the indications point to an external connection.
Further reading
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
