Having problems with your internet connection? Let us help you with some handy troubleshooting tips
When our internet connections evolved from clunky dial up connections to ADSL and fibre optic cable we not only got far greater speeds and data limits, but also much improved reliability. Internet connections no longer suffer from the same level of unpredictability dial up connections once had, and for the most part we can relax in our fully connected homes, able to socialise, play games and stream movies. It’s great, but it’s not perfect.
Despite a much better quality of service, internet connections are still fallible. It’s likely we will all encounter problems from time to time, either with the connection itself or the hardware we use with it. That could mean drop outs, poor speeds or the inability to connect at all. Even fibre optic connections, currently the best consumer option available, can experience problems.
These problems can often be traced back to your ISP, and may be the result of problems beyond your control. However, there could be other causes that are more local, even some that may be caused by your own set up or hardware. These are problems you can troubleshoot yourself, and knowing about these and how to deal with them can save a lot of phone calls, as you can get yourself back online, without having to wait in a call queue or for an engineer to turn up at your home. We’re going to take a look at these problems, and we’ll guide you through some of the tests and solutions you can use yourself.
Self-diagnosis
As with most things you’re trying to troubleshoot, it’s always best to start with the basics, and by this we mean very basic. It’s amazing how many experts end up messing with settings and taking all sorts of convoluted steps when a problem simply stems from a loose or faulty connector. It happens to us all at some point, and the best way around this is to check the fundamentals, no matter how advanced in terms of IT skill you may be.
Check The Power
It’s very basic concern, but you should always double check power cables and switches, especially if you’re helping someone else solve a problem. Yes, you’d think something as simple as flipping a switch or plugging in a cable would be taken care of, but don’t rule it out. People often overlook such rudimentary things, especially users who are trying to convince you that they’re more proficient with PCs than they are.
Even if you’re troubleshooting your own connection, double-check anyway, you just never know. What if someone else unplugged the power or did so accidentally? What if the power socket in the wall is actually faulty? Not checking this will make a mountain out of the proverbial molehill, so it’s best to take the few seconds to make sure.
Always check the various parts of your set up have power, including the router and any extenders or access points you may be using. Check that connections are solid and ensure there’s no damage to the cable itself. Damaged power cables are a commonly overlooked cause, not only causing the problem with the connection, but also representing a safety risk.
If you suspect a cable may be faulty, but can’t be sure on visual inspection, try another cable. Many routers and other devices use common plugs and connectors, so you should be able to find an alternate cable.
Check Router LEDs
Assuming your power is all good, the next thing to check is your router’s status. Check the lights on the device; first the power light, just to ensure you’re getting power to the device, then check the WAN (or internet) indicator that shows if you’re getting an external connection into your router and you’re connected to your ISP. If it’s not lit or it’s red, you’ve got a problem. A healthy connection will be green, and will flash if there’s any activity on the line.
Other lights to check are the internal LAN indicators, which will show you if you have any activity on your wired connections, and the wi-fi light. The latter indicates the connectivity of wireless devices and the status of the wireless network. Again, these should be green will probably be flashing to show interaction.
If any of these lights are not on, you’ll need to double check physical connections and try power cycling the router. Yes, the classic IT suggestion of turn if off and on again does actually apply here, as power cycling a router can solve all sorts of problems and is the most common and reliable way to fix such woes. Even a brand new, perfectly healthy router may need resetting every once in a while. It doesn’t even necessarily mean the router is faulty. Even if there are no warning signs, it may be best to try this anyway. Always wait a few minutes before powering the router back on, though.
It’s also a good idea to turn off connected devices before you reboot the router. This includes PCs, laptops and so on. This ensures there are no active connections sending requests that could interfere with the router’s boot up sequence. Once the router is fully restarted and ready, turn on your other devices.
Cable Connection
Problems with your connection may not be down to your router, but could instead be a faulty or loose cable coming into your house or on the wall socket. A lot of cable or ADSL connections utilise external junction boxes, as well as boxes on the wall inside your house. These have specialised connectors, sometimes screw-in cable, as well as network connections. If these are loose or damaged or even dirty, it can cause you connectivity problems. This also applies to ADSL filters, which are essential if you have ADSL and a phone line. Faulty ADSL filters can greatly affect a connection, to the point of cutting it off. If you’re not using one, you can also have problems, so ensure you have one fitted if needed.
Check any external and internal cables and wall sockets for any problems or loose connections, and if there’s any build-up of dirt or damp, ensure you clean it, and try to keep it so in future.
Depending on your setup and your ISP, it may be best to let an engineer do this, so you may want to check with your ISP first before you crack anything open and start to tinker.
Factory Default
If a simple reset of the router doesn’t do the trick and you’re sure there are no external problems in the home, you could try performing a factory reset. This will reset the router to its out of the box state, wiping any changes to the setup, thus eliminating any problems that may have occurred due to changes made after installation. Once this is done, you can then set it up again, and in many instances, this will solve a variety of problems.
The method of performing a factory reset will vary from router to router, but it usually involves locating the reset button, which will almost always be seated inside a tiny hole that requires a long, thin object, such as a paper clip or pin, to press. Hold this down for several seconds, and then let go.
Power up the router and your network may no longer work. Because the router is back to default, chances are you’ll need to go setup your ISP and network details. These can be the same as before, so all devices will contact without any changes needed.
Upgrade Firmware
Like many other devices, routers run firmware in order to operate. This firmware is often upgraded, implementing bug fixes, security tweaks and even new features. Firmware can also add support for new hardware, BIOS revisions and improve OS support, so it’s a good idea to keep on top of it, and ensure your router is up to date.
Most current routers allow firmware updates from within their setup menus, and you can apply any updates by clicking a button and following on-screen prompts. Some older models may require separate downloads of firmware from a support website, which is applied separately. Consult your router’s documentation for the proper instructions, and always double-check you’re grabbing the right firmware for your model of router.
Regardless of how it’s done, always ensure you create a backup of your router settings, just in case. This can make getting your router up and running much easier if there’s a problem.
Device Config
When you’re having connectivity problems, it’s often a problem that may manifest itself on one or two devices, but not all. You may have a perfectly fine internet connection on one device, but another could be struggling to connect. If this is the case, it’s likely that you have some sort of configuration problem, either with the device itself or the router.
First, check the device, be it a PC, laptop, mobile device or games console. Ensure the network settings are correct and that all passwords and names are entered correctly. If you’re trying to fix a computer and using wi-fi, try deleting the wi-fi connection and creating a new one. Also, try the device with a wired connection, to see if the problem is only with the wireless setup. If it works, this at least narrows down your focus.
From the router side of things, check that any problem devices aren’t being blocked by firewall rules or exclusion from any managed access list. A good way to ensure a device isn’t experiencing problems with IP assignments or possible conflicts is to assign a static IP, which is reserved for the system in question. This IP is then entered on the device and no other device can use it.
Try changing your wireless channel to another, less used one. By this, we mean one that isn’t used by any neighbouring networks, as using the same channel can cause interference. There’s a simple way to check what channels your neighbours are using. First, open a command prompt and then type the following:
netsh wlan show networks mode=bssid
Press return and the system will scan the surrounding wireless networks for information, including the channel that’s in use. You’ll be given a list, which you can scan through. With this information, use a different channel, one that either not used or used least.
As well as checking the wireless channel, you should also consider changing your router’s frequency if possible. Many routers now support a dual frequency range. This includes the standard 2.4GHz and the more recent 5GHz. 2.4GHz is the most common, and routers without dual capability will likely support this. The problem here is that 2.4GHz is a frequency used by many other household devices, such as cordless phones, TV signal sharing devices, microwaves and all sorts of other hardware. This can cause a lot of interference, so switching to 5GHz, which is used far less, can help.
If your router has any internal diagnostics, run them. These may check its health, and other aspects such as connection settings, DNS and so on. Just doing this can instantly reveal what your problem is.
Signal Strength
A very common problem with home wireless network connections and loss of internet is signal strength. If your device is struggling to find and keep a decent signal, you’ll obviously have problems connecting to the internet reliably.
Most modern routers are perfectly able to broadcast a solid signal throughout most mid-size homes. However, if your house is bigger, you have particularly thick stone walls or suffer from interference due to other devices, you may have problems.
There are ways around this, though. First, consider the placement of the router. It’s always best to position it centrally in your home, or at perhaps centrally to wherever the majority of your equipment is located. This will ensure the best possible catchment area.
However, in some homes you may need to employ a signal range extender. These are simple devices that can relay an existing signal, strengthening it and extending the range of your router and wi-fi network. These are very useful for large homes or offices and can also help bypass thick walls and other interference. They can be found in various forms, including router-like devices and plug socket units that, unsurprisingly, plug into a spare power socket.
You can also use power line networking to bridge a gap between rooms or distant locations. These kits relay your internet connection through your home’s electrical conduits, eliminating the need for drilling holes or stringing cable around the house.
Browser And PC Problems
Although it’s always tempting to blame your ISP or connection for internet problems, that’s not always correct, and sometimes your problems can come from your PC itself. You may have problems with your browser or its settings, and your PC’s setup may be at fault. So, before you call your ISP, always check your PC’s settings, and make sure nothing has changed. If you’re only using wi-fi, try plugging in to a wired connection to see if you get a signal.
If you’re having a problem in your browser, such as pages not loading, try another browser. Often internet problems can be down to a specific browser problem and nothing more. Trying another browser will test this, and if another works, you know your problem lies with software, not your internet connection itself. This will save a lot of time on the phone or messing around with your hardware.
Other areas you should always check include your firewall settings, as well as your antivirus, as these can often contain plug-in modules that actively scan web pages as you browse. These have been known to affect connectivity and page loading. Try disabling such tools temporarily to see if this is the case.
The usual PC housekeeping is important too, so ensure your PC is scanned for viruses and malware and clear out temporary files and unwanted history. Remember, malware can easily mess up your internet connection, so a safe, secure and clean PC is a very important goal, not only for security, but for smooth internet access too.
Call Your ISP
Of course, there’s always a good chance that the problem is with your ISP – or at least a problem only your ISP can solve. Once you’ve eliminated as many local problems as you can, you’ll haven no other choice but to call for help. By following these tips, though, at least you’ve ruled out a lot of possible causes, which will help you explain the problem when you do get someone on the phone.