Identifying Your Connection Issue

Before diving into specific solutions, it's helpful to identify the type of connection problem you're experiencing:

• No connection at all: You can't connect to any websites or online services.
• Intermittent connection: Your internet works sometimes but frequently drops out.
• Slow connection: Your internet is working but much slower than normal.
• Limited connectivity: Some websites or services work, while others don't.
• Device-specific issue: Only one device on your network is having problems.

Identifying your specific issue will help you focus on the most relevant troubleshooting steps.

Step 1: Check Your Hardware

Many connection problems stem from simple hardware issues that are easy to fix.

Verify Power and Connections

1. Check that your modem and router are powered on (look for lights).
2. Ensure all cables are firmly connected – this includes power cables, the cable from your wall to your modem, and the cable from your modem to your router (if they're separate devices).
3. Inspect cables for any visible damage – bent connectors, cuts, or chew marks from pets.

Modem and Router Indicator Lights

Understanding what the lights on your equipment mean can help diagnose issues:

• Power light: Should be solid (not blinking).
• Internet/WAN light: Should be solid or blinking occasionally. If off or red, there may be an issue with your ISP connection.
• Wi-Fi light: Should be on if wireless is enabled.
• Ethernet lights: Should flash when there's activity on connected devices.

Step 2: The Universal Fix - Restart Your Equipment

Often called "power cycling," restarting your networking equipment is the most effective first step for resolving many connection issues.

How to Properly Restart Your Networking Equipment:

1. Unplug the power cables from both your modem and router.
2. Wait at least 30 seconds (this allows the equipment to fully discharge and for your ISP to notice the disconnect).
3. Plug in your modem first and wait for it to fully initialise (usually 1-2 minutes until the lights stabilise).
4. Once your modem is online, plug in your router and wait another 1-2 minutes for it to initialise.
5. Reconnect your device and test your connection.

Step 3: Check Multiple Devices and Connection Types

Determining whether the issue affects all devices or just one will help narrow down the cause.

Test Different Devices:

1. Try connecting to the internet from another device (phone, tablet, another computer).
2. If only one device is having issues, the problem is likely with that device, not your network.

Try Different Connection Methods:

1. If you're using Wi-Fi, try connecting a device directly to your router with an Ethernet cable.
2. If the wired connection works but Wi-Fi doesn't, you have a wireless configuration issue.
3. If you're using mobile data on your phone, try turning on your mobile hotspot and connecting your computer to it. If this works, the issue is with your home internet.

Step 4: Run Network Diagnostics

Both Windows and Mac have built-in tools to diagnose network problems.

For Windows:

1. Right-click on the network icon in the taskbar.
2. Select "Troubleshoot problems" or "Network Troubleshooter."
3. Follow the on-screen instructions.

For Mac:

1. Click the Apple menu and select "System Preferences."
2. Click "Network."
3. Select your connection and click "Assist me."
4. Click "Diagnostics" and follow the instructions.

Using Command Prompt or Terminal:

You can also use these command-line tools to diagnose network issues:

1. Ping: Tests if your computer can reach a specific server.
   • Windows/Mac: Open Command Prompt/Terminal and type: ping www.google.com
   • If you receive replies, your internet connection is working at a basic level.
2. Traceroute: Shows the path your connection takes to reach a server.
   • Windows: tracert www.google.com
   • Mac: traceroute www.google.com
   • This can help identify where along the path the connection is failing.

Step 5: Wi-Fi Specific Troubleshooting

If your issue is specific to Wi-Fi connections, try these solutions:

Check Wi-Fi Signal Strength

• Move closer to your router to see if performance improves.
• Remove physical obstructions between your device and the router.
• Check for interference from other electronic devices, especially microwave ovens, cordless phones, and Bluetooth devices.

Change Wi-Fi Channels

1. Access your router's admin interface (usually by typing 192.168.0.1 or 192.168.1.1 in your browser).
2. Log in using your router's credentials (often printed on the router itself).
3. Find the wireless settings section.
4. Change the channel to 1, 6, or 11 for 2.4GHz networks (these channels don't overlap).
5. For 5GHz networks, try channels 36, 40, 44, or 48.
6. Save changes and reconnect your devices.

Reset Network Settings on Your Device

If a specific device is having Wi-Fi issues, try resetting its network settings:

For Windows:

1. Go to Settings > Network & Internet > Status.
2. Click "Network reset" at the bottom of the page.
3. Click "Reset now" and confirm.

For Mac:

1. Go to Finder > Applications > Utilities > Keychain Access.
2. Search for your Wi-Fi network name.
3. Delete the entry for your network.
4. Restart your Mac and reconnect to the network.

For iOS (iPhone/iPad):

1. Go to Settings > General > Reset.
2. Tap "Reset Network Settings" and confirm.

For Android:

1. Go to Settings > System > Advanced > Reset options.
2. Tap "Reset Wi-Fi, mobile & Bluetooth" and confirm.

Step 6: DNS Issues

DNS (Domain Name System) issues can cause situations where your internet seems connected, but websites won't load. Changing your DNS server can often resolve these problems.

Change DNS Settings:

For Windows:

1. Go to Control Panel > Network and Internet > Network and Sharing Center.
2. Click on your connection > Properties.
3. Select "Internet Protocol Version 4 (TCP/IPv4)" and click Properties.
4. Select "Use the following DNS server addresses."
5. Enter these Google DNS servers:
   • Preferred DNS server: 8.8.8.8
   • Alternate DNS server: 8.8.4.4
6. Click OK to save changes.

For Mac:

1. Go to System Preferences > Network.
2. Select your connection and click "Advanced."
3. Go to the DNS tab.
4. Click "+" to add new DNS servers.
5. Add 8.8.8.8 and 8.8.4.4 (Google DNS) or 1.1.1.1 and 1.0.0.1 (Cloudflare DNS).
6. Click OK, then Apply.

Step 7: ISP Outages and External Issues

Sometimes the problem isn't on your end at all. Here's how to check if your Internet Service Provider is experiencing issues:

Check ISP Status:

1. Visit Down Detector or your ISP's status page using your mobile data connection.
2. Search for your provider to see if others are reporting issues.
3. Check your ISP's social media accounts for announcements about outages.
4. Call your ISP's customer service if you suspect an outage in your area.

Check Service Status for Specific Websites:

If you can access some websites but not others, the issue might be with specific services rather than your connection.

1. Visit Down Detector or Status.io.
2. Search for the specific service or website you're trying to access.

When to Seek Professional Help

Consider booking a professional support session if:

• You've tried all these steps and still have connection problems.
• Your internet works but is significantly slower than what you're paying for.
• You suspect your network has been compromised.
• You need help optimising your home network for better coverage and performance.
• Your connection issues are intermittent and difficult to diagnose.