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Troubleshooting common internet connectivity issues

17 January 2025

Internet
Personal

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A reliable internet connection is as essential as your morning coffee. But let’s face it, even the best internet service can sometimes throw a wrench in your day. Whether you’re struggling to load your favorite show, dealing with buffering during a video call or watching your download speeds crawl, connectivity issues can be frustrating.

Below, we’ve gathered a comprehensive troubleshooting guide to help you navigate the most common connectivity snags. Let’s take a look.

Start with the basics

Before diving into complex solutions, let’s start with the fundamentals:

  • Check the cables: this might seem obvious, but it’s often the culprit since a loose cable can easily disrupt your connection. Ensure all cables connecting your modem, router and devices are securely plugged in by giving them a gentle wiggle to make sure they’re firmly in place. Some examples are the cable running from the wall to your modem or the ethernet cable connecting your router to your computer.
  • Restart everything: if you’ve had problems with your connectivity in the past, chances are that you have probably been asked the classic “Have you tried turning it off and on again?” This time-honoured tech support advice is often effective for the simple reason that restarting your modem and router can resolve temporary glitches.
    Here’s the proper way to do it:
    1. Unplug the power cables from both your modem and router
    2. Wait for about 30 seconds, which will allow your devices to fully reset
    3. Plug the modem back in first and wait for it to fully power on – you’ll know it has done so when the lights stabilise
    4. Plug the router back in. Again, wait for it to fully power on.
  • Test the power supply: is your router or modem getting power? Look for indicator lights and if they’re off, double-check the power cord or try a different outlet.
  • Check for outages: sometimes, the problem isn’t on your end. Check Enemalta’s online power cut map to see if your street, neighbourhood or entire town is experiencing an outage.

Test your internet speed

Slow internet can feel like no internet at all so it’s best if you run a speed test with a tool like this one. When carrying out the test, watch out for a 50ms ping or less, which is ideal for gaming or video calls, review the download speed and make sure it matches your subscription plan. Is your download speed significantly lower than expected? Then, your network might be congested or experiencing temporary issues. Also, take a look at the upload speed, which is important when it comes to video uploads and sending large files.

Father and daughter sitting in kitchen looking at a tablet

Determine whether the issue is with the Wi-Fi or internet

If devices connected via Ethernet work fine, the problem is with your Wi-Fi, in which case try moving closer to the router or check if the Wi-Fi is enabled on your device. In contrast, if Ethernet-connected devices also fail, the problem is likely with your internet service or modem.

If you’re certain the problem is with your Wi-Fi, try these steps:

  • Check router placement: the location of your router can significantly impact Wi-Fi performance. Avoid placing it near walls, metal objects or other electronic devices that can cause interference. Ideally, position it in a central, open location.
  • Change the Wi-Fi channel: sometimes, interference from neighbouring Wi-Fi networks can cause problems. Access your router’s settings and look for the Wi-Fi channel settings. Experiment with different channels to see if it improves your connection.
  • Update router firmware: outdated firmware can cause various issues. You can check your router manufacturer’s website for the latest firmware updates and follow their instructions to install them.

On the other hand, if you believe the issue is with your devices, check that you’re connected to the right network, especially if you live near neighbours with similar network names and double-check your Wi-Fi password. Lastly, move close to the router to test if the problem is distance-related.

Pro tip: Boost your Wi-Fi with Smart Wi-Fi beacons

If your home or office has multiple floors or thick walls, you might face Wi-Fi dead zones. So say you’re working from home and you are sat at your home office situated at the far end of a long corridor and far from the living room where your router is placed, then your Wi-Fi signal will be weak. This is where the Smart Wi-Fi Nokia beacons come in handy. Featuring intelligent handover technology, these intuitive mesh beacons constantly adapt and maintain the signal, providing extended and uninterrupted Wi-Fi signal in your home’s every nook and cranny.

Read through this guide to discover the main difference between Wi-Fi extenders and our Smart Wi-Fi beacons and why investing in a mesh Wi-Fi system can provide seamless coverage.

Verify device-specific issues

If only one device is having trouble connecting, the issue might be with the device itself rather than your internet connection. For instance, if your laptop connects fine but your phone doesn’t, you may need to reset the phone’s network settings. In fact, if this is a device-specific problem, some simple troubleshooting steps include restarting your device, reconnecting to the Wi-Fi network by entering the password and making sure the device’s operating system and network drivers are updated.

Kids using devices

Update software and firmware

Outdated software can sometimes cause network compatibility issues. This is why it’s important you keep your computer, phone or tablet’s operating system updated. The same applies to your router’s firmware, which in turn can lead to security vulnerabilities and poor performance. Log in to your router’s admin settings and check for a firmware update and if yours has an auto-update feature, ensure it’s turned on.

Manage bandwidth usage

Even with a strong internet connection, you can experience slow speeds when multiple devices or high-data tasks overwhelm your network bandwidth. This is the case most especially if your household is a busy one. For example, if your kids are streaming in 4K while you’re on a video call, you might experience lag. Here is how you can optimise bandwidth:

  • Disconnect devices not in use.
  • Limit background downloads. To do so, make sure there aren’t hidden software updates or game downloads hogging bandwidth.
  • Limit activities like streaming and downloading large files during peak hours.
  • Reduce streaming quality on some devices if you notice a slowdown.
  • Enable Quality of Service (QoS) settings on your router to prioritize critical tasks like work calls.
  • Got kids ? Consider lowering their streaming resolution or schedule their screen time.

Check for any potential interference

Whether it’s baby monitors, microwave ovens or Bluetooth devices, certain household gadgets can integrate with your Wi-Fi signal. If you’re experiencing repeated disconnections, try moving your router away from these sources of interference or switch to another Wi-Fi channel as mentioned earlier on.

Connectivity issues aren’t the most fun surprise in a busy day, but a little knowledge can go a long way. By following the steps above, you’ll be back online in no time—confident and informed about how your network operates. And remember that if all fails, we’re here to help.

In need of internet? Have a look at our range of internet plans and here is a comprehensive guide on how to select one. Meanwhile, read through these tips and tricks on how to boost your Wi-Fi signal at home.