Skip navigation

General Internet Troubleshooting

Follow

Last updated by Isabel M

If you're having trouble with Wi-Fi:

If you're having trouble with your Wi-Fi network, try troubleshooting it in isolation before moving on to the general "can't connect" or "slow speeds" troubleshooting below.

Check for any other devices that might be interfering with the Wi-Fi signal such as microwaves or baby monitors. Try turning off or unplugging those devices to see if the Wi-Fi signal improves.

You can also try moving the device on which you're trying to pick up the Wi-Fi signal if it's possible. Building materials or many walls between your router and your device can sometimes interfere with signal. If you find that your Wi-Fi router is simply too far away from your devices, you may want to purchase a range extender to fix the problem.

Follow the steps below to check if you have more than one Wi-Fi network that you can try.

 

Trying both of your Wi-Fi networks

Many routers (including the one we provide) have two Wi-Fi networks, a 2.4GHz and a 5GHz network. It can be helpful to try the one you're not currently using. To do this you'll need to answer three questions:

1. Does your router have two Wi-Fi networks?

  • Yes:  Great! Go on to question 2.
  • No:  Move on to the general "If you can't connect to the Internet" troubleshooting steps.
  • I don't know: Google the make and model of your router or residential gateway to check the specifications and see if it has both 2.4ghz and 5ghz networks.

2. Do you know the SSIDs of both of your Wi-Fi networks?

  • Yes: Great! Find the one you're not using in your list of available Wi-Fi networks and try switching your device from the network you're currently using to the one that's not in use.
  • No:  Log into the web-based interface for your router or residential gateway to check the SSID names for both of your networks. If they're both the same, change one of them so you can tell them apart. Then try selecting each one on your device.

3. Is the device you're testing with compatible with a 5ghz Wi-Fi network?

  • Yes:  Great! If you don't see any improvement after switching networks, then move on to the "If you can't connect to the Internet" troubleshooting steps below.
  • No:  Find a device that is compatible with a 5ghz Wi-Fi network.
  • I don't know:  Google your device to find out.

 

If you can't connect to the Internet:

If you are unable to connect to the Internet, please follow these steps:

  1. Turn off your computer.
  2. Disconnect the router from power.
  3. Wait 10-20 seconds.
  4. Connect the router to power.
  5. Wait up to 2 minutes for the router to finish turning on.
  6. Turn your computer back on and try to connect to the Internet.
  7. If you are still unable to connect, please get in touch so we can investigate for you.

 

If your Internet speeds are slow:

  1. Plug your computer directly into the residential gateway provided by Ting bypassing any router that you have installed.
  2. In a web browser, click on the link below that corresponds to your location and run a speedtest:
  3. If you are not receiving results that meet the service level you are provisioned for, please get in touch so we can investigate.

 

Have more questions? Submit a request

Comments

Powered by Zendesk