My Wi-Fi is not working

It’s incredibly frustrating when your internet isn’t working.

Is the problem with your internet or your Wi-Fi

You can rule out an internet signal issue by using the following troubleshooting steps. Internet signal issues have different fixes than Wi-Fi issues so it’s important that you find out which you’re dealing with first.

Check the lights on your equipment

Nearly all modems and routers have LED status lights. You may also have a combo unit that is an all-in-one modem/router called a gateway. Either way, the LED status lights on your equipment are very helpful for quickly diagnosing network problems. You may want to check the supplier’s User Manual to see what the lights mean.

Check the internet signal light

The light for an internet connection is usually labelled WAN, Internet, or with a globe icon, and you can tell the internet is on if the light is solid.

If the light is flashing, changed to red or there’s no light at all, you have an internet signal problem as your modem/router/gateway isn’t successfully connecting to the internet. If this is you, skip ahead and Contact Us for support if we provide your services.

Check the Wi-Fi light

The WiFi light will be on your router if you have a modem/router combo unit. Labels for Wi-Fi lights vary but usually will read “2.4G” and “5G,” “WLAN,” or “Wireless.” These lights should usually be on and may be blinking. If the Wi-Fi light(s) are off or red, your router isn’t broadcasting a signal.

If the equipment lights aren’t revealing your internet issue, read on for the next steps.

Pro tip:

A lot of internet issues can be remedied quickly by restarting your modem and/or router. It’s an easy fix that’s always worth a shot.

To restart your modem and router, unplug the power cable for at least 10 seconds and plug it back in. The equipment will take a few minutes to reboot.

Wi-Fi with no internet access

If you’re connected to Wi-Fi but still don’t have internet access, there’s probably something wrong with your internet signal. The same is true if you’re unable to access the internet using a wired connection. Try these fixes first.

Restart your gateway (modem/router) and client device

Restarting your modem and router should be the first thing you do when encountering an internet signal issue. Don’t skip this step! This is almost always what tech support will ask you to try first, as it often solves the problem.

To restart your equipment, unplug the power cable for 60 seconds and plug it back in. The equipment may take a few minutes to reboot. It’s also a good idea to restart the device you’re using.

Check your cables and wires

Wires and cables often become loose or damaged from repeated tension stress. The conduit feeding the internet to your modem is either a coaxial cable, an Ethernet cable, a phone cable or a Fibre Optic cable. Sometimes the best way to troubleshoot cables is to swap them all out, if you can and have extras.

Always make sure to connect these cables to both the modem/router/gateway and your wall outlet. Ethernet and phone cables should click when they are fully inserted into a socket. Coaxial cables should be screwed on snugly.

Check for damage. See if the cable looks torn or perhaps chewed by a pet. Ethernet and phone cables are especially prone to damage, as the copper wires inside are very thin.

Pro tip:

Ethernet cables aren’t all the same, and it’s important to get the right type of Ethernet cable for the job.

Wi-Fi troubleshooting

Is there something wrong with your Wi-F?

It’s radio waves being broadcast by your router and a number of things can interfere with those waves. Try these common fixes first.

Restart your router

This fix works so often that it’s always worth trying first. The process is the same as restarting a modem: unplug the router or gateway, wait 60 seconds, and plug it back in. It may take several minutes to reboot.

Switch Wi-Fi bands (2.4 GHz and 5 GHz)

Most modern routers transmit Wi-Fi over two frequency bands: 2.4 GHz and 5 GHz. Try switching from the frequency band you’re on to the other. This helps you avoid temporary interference while also resetting the connection between your device and router. It’s a common convention for the 5 GHz network to have a “5G” label following the network name (i.e. “FComs_WIFI_5G”). The 2.4 GHz band is commonly labelled with your network name (i.e. “FComs_WIFI”) without a frequency label.

Each frequency band has its strengths and weaknesses. Basically, 5 GHz Wi-Fi is faster but doesn’t travel as far. 2.4 GHz Wi-Fi travels farther but is slower than 5 GHz and more susceptible to radio interference. So, if you’re far from the router try the 2.4 GHz, and if you need more speed and are within range, give the 5 GHz a try.

Test your Wi-Fi on different devices

If you’re on your laptop, use your phone or tablet to see if you can get online over the same Wi-Fi. If it connects on one device but not the other, then you know that your internet Wi-Fi is fine and it’s the disconnected device that’s having the problem.

Try an Ethernet cable

If you have a spare Ethernet cable, swap it out with the one currently plugged into your modem and router (if you don’t have an all in one Gateway) and see if it makes a difference. Cables don’t last forever, and it could be that your current Ethernet cable has come to the end of it’s life and needs to be replaced.

Improve the position of your device and/or router

The key factors to consider are distance, elevation, and obstructions. When picking a spot for your router, choose somewhere central and elevated relative to your devices. Furthermore, do your best to avoid placing the router near any electronic devices (especially microwaves) or any disruptive surfaces.

Wi-Fi radio waves get weaker the farther they travel. You want to have your device well within your router’s broadcast range. You can use a Wi-Fi signal meter (an app) on your device helps you judge the strength of the current Wi-Fi signal.

It’s also important to place the router as high as possible. The router’s signal broadcast isn’t a straight line to your device. The signal shines out like light from a bulb, creating a dome of Wi-Fi. A higher router means a wider broadcast and better coverage of your home.

Certain obstructions and devices can also interfere with Wi-Fi signals. Wi-Fi can easily pass through wood and drywall, but tile, metal, concrete, and especially water are known to interfere with Wi-Fi signals. Microwaves, baby monitors, and cordless phones are also Wi-Fi killers when they’re running.

Tried all of the above and still struggling? Don’t worry!

If we provide your services, contact our support team and we’ll get on it straight away!