> ## Documentation Index
> Fetch the complete documentation index at: https://docs.megaport.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Megaport Internet Connectivity

> This help topic describes troubleshooting steps to identify and solve problems when a Megaport Internet connection does not have connectivity.

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A Megaport Internet connection is required for MVE provisioning, and can also be created for Ports and MCRs. If your Megaport Internet connection cannot access the internet, step through these specific and general troubleshooting actions.

For more information, see [Megaport Internet Routing Guide](/megaport-internet/routing).

<Video url="https://youtu.be/XSNm5q3d3n0" text="How to Check the Network Latency" duration="1:23" description="This video shows how to check latency between Megaport points of presence and compare latency values across the Megaport network." />

## Troubleshooting actions

| **Action**                                                                                   | **Steps**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| :------------------------------------------------------------------------------------------- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **BGP-enabled Megaport Internet - Review the advertised routes checklist**                   | Confirm the following:<br /><ul><li>BGP ASN (public or private) has been provided.</li><li>Route objects have been created in the appropriate RIR or RADb for all advertised networks.</li><li>For private ASNs or statically routed networks, AS49915 is used as the origin.</li><li>Networks can be checked using tools such as [BGP Tools](https://bgp.tools) by searching for the IP network and verifying that the **Validation** tab shows IRR database entries matching the provided ASN.</li><li>A Letter of Authorization (LOA) has been provided for public IPs, confirming the IP range and ASN match the LOA.</li><li>Upstream filters have been accounted for, with the understanding that they might take up to 48 hours to propagate after service configuration.</li></ul> |
| **BGP-enabled Megaport Internet - Check maximum prefixes have not been reached**             | If the prefix limit is exceeded, the BGP peer will shut down and not re-enable for 45 minutes.<br />To check the maximum prefixes are not reached:<br /><ul><li>Review the internet VXC logs to confirm whether the maximum number of prefixes has been reached.</li><li>Review and update the BGP export filters to reduce the number of prefixes.</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                              |
| **Verify MVE/SD-WAN configurations**                                                         | Where the Megaport Internet connection is being used with an MVE, confirm this information:<br /><ul><li>Ensure SD-WAN login credentials are accurate.</li><li>Ensure the MVE has has the correct license and template/workflow.</li><li>Verify the instance size and software version.</li><li>Verify the MVE interface status, including configuration values for IP addresses and subnets, VLAN, bandwidth, and ASNs.</li><li>For gateway and interconnect connectivity, check <Gloss term="BFD" anchor="bfd" /> sessions, bandwidth, BGP status, and BGP neighbor status.</li></ul>For more information about Megaport SD-WAN providers, see [MVE Overview](/mve).                                                                                                                     |
| **Verify MVE Public IP Address, Gateway IP Address in Megaport Internet connection details** | Each MVE is assigned a public IP address by a Megaport configured DHCP server.<br />To check the assigned IP address: <br /><ol><li>In the Megaport Portal, go to the **Services** page and locate your target MVE.</li><li>Click the gear icon next to the Megaport Internet connection and the public IP address assigned to the MVE appears.</li></ol>                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| **Ping tests from MVE**                                                                      | Run **<Gloss term="ping" anchor="ping" />** tests from MVE to the following destinations: <ul> <li> MVE default gateway IP address </li><li> SD-WAN management server/controller</li><li> Public IP (for example, ns1.google.com, 8.8.8.8)</li></ul> A **ping** test transmits data packets to a specific IP address and either confirms or denies connectivity between IP-networked devices. In the case of confirmation, a **ping** test shows the latency (the response time) of the connection. <br /><br />If you need to contact Support about this issue, provide the results from the **ping** tests.                                                                                                                                                                              |
| **General troubleshooting tips**                                                             | For any service that has a Megaport Internet connection, perform these troubleshooting steps: <br /><ul><li>Try pinging the /31 address from anywhere to see if you receive a response.</li><li>Check the Transit router and make sure it's online.</li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              |

## Next steps

If the troubleshooting actions do not resolve your issue, contact support.
Before contacting support for assistance, collect the following information.

* Provide details of all troubleshooting steps.\
  For example, if you set up loops, note where they were located and their direction. If you ran **ping** tests, provide the output.

<Note>
  For more information about when a field service technician is needed onsite at the data center, see [Customer Field Services](/finance/customer-field-services).
</Note>