This guide will give some advice on pinpointing issues with connecting to your WiFi network.
1) Check which devices are having issues?
- Is this affecting just one device or multiple?
- Is the device or devices being affected only on WiFi, Ethernet or a mix of both?
From these questions you should be able to narrow down if the issue is one of the following:
- If only one device having issues and all other devices on the network are working even on the same connection type (e.g 1 WiFi device not working but 5 other WiFi devices and 2 Ethernet devices are working fine) then the issue is most likely with that one device. Please go to step 2A.
- If this is affecting all devices on WiFi but Ethernet is fine then this is most likely an issue with the router's WiFi go to step 2B.
- If this is affecting all devices on Ethernet but WiFi is fine this is most likely either an issue with the router, the Ethernet cables or a device like a switch on the network. Please got to step 2C.
- If this is affecting multiple random devices e.g some on WiFi and Ethernet not working but others on WiFi and Ethernet working fine please go to step 2D.
2A) Single device issue
If it seems like the issue connecting is on one single device and other devices on the network on the same connection type (e.g 1 WiFi device not working but 5 other WiFi devices and 2 Ethernet devices are working fine) then it is most likely an issue with that device.
Find out what device it is (PC, Mobile, Tablet) and go through some basic help such as making sure they are connecting to the correct WiFi network, making sure the Ethernet cable is connected correctly, etc.
An issue with a single device is nothing to do with the broadband and therefore would require someone to look into that device (Local IT engineer, device Vendor i.e if Apple take to store for support etc.).
Another way to verify that the device is at fault is to take it to another network and try to log in there, either at home or a public network.
This was you can be sure its the device and not your own Network causing trouble.
2B) Suspected WiFi Network issue
If the issue is presenting on all devices on WiFi then we need to first check inside the router management to make sure the WiFi is enabled and hasn't been switched off or disabled.
If WiFi is enabled then the next thing to try would be to change the channel the WiFi is on. If the WiFi channel is on 1, 2 or 3 then we would need to change it to the higher end, e.g. 11, 12, 13
After this, we would change the network name (SSID).
Once that is done we then need to try and reconnect to the WiFi connection. This will mean all connected devices will drop off the network and would need to be connected to the new SSID (Network Name)
If these steps make no difference then a reboot of the router as well as a restart of the device would be required. After the reboot of the router and device, we need to reconnect to see if the issue is fixed.
If the issue is not fixed still then the next stage is to give the router a Factory reset and if this still brings no progress with the issue then we would suggest replacing the router.
Most "Free" routers offered with Cheap broadband connections aren't designed to last for more than a few years and if they operate in messy or dusty spaces then that will be even less.
2C) Wired Connection (Ethernet) issue
If the issue is on all devices connected via Ethernet cables and WiFi connected devices seem to be fine the issue will likely be hardware related (Router, Switch, Cables).
Start by trying the Ethernet connected device in a different port on the router, for example, if the PC is connected via port 1 and ports 2,3 and 4 are free to move the device to a spare port and re-test.
If you've already tried a different port and the issue remains you can try replacing the Ethernet cable for another cable and re-testing.
If using a switch to connect devices and all devices connected to this switch aren't working, try taking one of these devices and connecting directly into the router, if this works the problem will likely be with the switch or maybe the cable from the switch to the router.
Try replacing the Ethernet cable from the switch to the router and re-testing. Also, try connecting the switch to another port on the router and re-testing. If these steps don't work, try replacing the switch completely.
If all the above steps have been completed and the fault continues, there may be an issue with the router itself. We would then recommend replacing the router.
2D) Random/intermittent devices issue
If the fault is affecting multiple devices there could be many different causes of the fault. The most cost-effective route towards finding a solution could be an onsite visit from an IT professional.