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What to Try Before Calling About Wi-Fi Problems

Wi-Fi trouble is often fixed in a few minutes. Try these steps in order. If one fixes it, you can stop there.

Step 1: Find out how big the problem is

  1. Check another device. Try a phone, tablet or second computer on the same Wi-Fi.
    • Only one device is having trouble: the problem is probably that device. Go to Step 2.
    • Every device is having trouble: the problem is probably your internet equipment or your internet service. Go to Step 3.

Step 2: If only one device has trouble

  1. Check that Wi-Fi is turned on on that device, and that airplane mode is off.
  2. Check that it's connected to your own network, not a neighbor's or a guest network with a similar name.
  3. Turn Wi-Fi off, wait a few seconds, and turn it back on.
  4. Move closer to the router. Walls, floors, mirrors and large appliances weaken Wi-Fi. If it works near the router but not in the far room, the problem is coverage, not a fault.
  5. Forget the network and join it again. In the device's Wi-Fi settings, choose your network, choose Forget, then join it again with your Wi-Fi password. Have the password ready before you do this: it's often printed on a sticker on the router.
  6. Restart the device properly. See How to properly restart your computer, router and modem.

Step 3: If every device has trouble

  1. Look at the lights on your modem and router. Red, orange or blinking lights where there are usually steady ones can mean the connection is down.
  2. Check the cables. Make sure the power cords and the cable between the modem and router are pushed in firmly at both ends.
  3. Check for an outage. Your internet provider may have a problem in your area. Check their website or app on your phone's mobile data, or call them.
  4. Restart your modem and router, in the right order: modem first, then router. The steps are in How to properly restart your computer, router and modem.

Step 4: Write down what you saw

If nothing above fixes it, note these before you call. It helps us find the problem faster:

  • Which devices have the problem, and which don't.
  • When it started, and whether anything changed (a storm, a power cut, new equipment).
  • What the lights on the modem and router are doing.
  • Any error message, word for word, or a photo of it.

Still not working?

We set up and fix home and business networks. Call (936) 280-0919, Monday to Friday, 9 AM to 6 PM.

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