We have all been through it, wasted hours on the phone talking to you internet service provider or phone company trying to troubleshoot internet connection problems or wifi issues.
It can be painful but the reality is it’s sometimes not within the control of the provider. Hopefully this troubleshooting guide will help in getting you reconnected and save some grey hairs at the same time.
Section 1 – Internet Service Provider
Step 1.1 – Check the router lights
The router is the small box which has a cable and/or telephone line for your internet service.
- If the lights are all green skip to section 2 otherwise continue in this section.
Step 1.2 – Check your internet service provider
If there are other colours shown on your router there may be an issue with you internet service provider.
- Check the status of internet provider. Most internet provider have a web site telling you the status of the internet service. Using a mobile/cell phone, google “<provider> status page” (replace <provider> with your internet service provider. Not all internet providers have this and you might have to go to the main web site of the internet provider to find out. e.g. https://outages.telstra.com.au
- If you cant find a status page. Restart your router. The recommended way is to login to your router and navigate through the menu to the System Reboot option. (Every router is different). If you don’t know the details of your router you can optionally turn off the router and turn it on again at the power.
- If you have ADSL check all telephone connections to ensure they are fully connected and check that you have a dial tone.
- Wait for 5 – 10 minutes to see if there is any change to your internet status (green lights)
- If doing all of the steps in this section results in the same, contact your internet service provider for further assistance.
There is no need to continue with the rest of the post as there is more than likely a problem with your actual internet connection which needs to be addressed with your internet provider.
Section 2 – Internet and Wifi
I wrote up about the trials and tribulations of fixing wifi connection in your home in a previous post. I recommend having a read.
In this section I will cover basic troubleshooting.
Step 2.1 – Internet Connection and Speed
- Using an ethernet cable connect connect the cable directly to the back of your router and to your computer.
- Start a browser (e.g. Chrome) and type the address of a web site you know. If you cannot browse to the web site:
- Restart your router and try again
- If still cant connect to a web site, contact your internet service provider
- Perform an Internet Speed Test, if the speed is not within what is “normal” for your connection:
- Restart your router and try again
- If it result in a similar speed contact your internet service provider
Each internet connection is different and speeds differ depending on the type of plan you have and even where you live.
Step 2.2 – Wifi and Tips
Hopefully the above steps will at least ensure you at least have a connection to your internet service provider.
You may be at the point where your internet service provider has reported “all ok” on their end but you are still getting dropouts on your wifi connection or it is extremely slow. Here are some tips you can try:
- Wifi interference: Consider it might be interference with other Wifi connections in other homes in your immediate area. Refer to one-way-to-fix-your-wifi.
- Too many devices: Having too many devices can cause a Wifi connection to be unstable. Refer to one-way-to-fix-your-wifi.
- Ensure your router software is up to date: Routers have their own software which you can check and update. It generally best to try to keep up to date as possible. Refer to your routers manual for guidance on this.
- Ensure your Wifi mesh software is up to date (if you have a mesh): Wifi mesh have their own software which you can check and update. It generally best to try to keep up to date as possible. Refer to your routers manual for guidance on this.