• No Wi-Fi Connection

If your Wi-Fi connection is down, it means that devices connected to your modem/router by Ethernet cable will still be able to get online while devices on Wi-Fi can't. These steps will help you identify the issue.

1. Make sure that Wi-Fi isn't turned off on your laptop, phone or tablet.
   Some laptops have a Wi-Fi switch or button that may have been pressed accidentally. Phones and tablets will have an option to turn off Wi-Fi in their Wi-Fi settings.
2. Make sure that Wi-Fi isn't turned off on your modem.
   Some modems have a Wi-Fi button that may have been pressed accidentally.
3. Make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if that Wi-Fi is out of range.
   If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on the barcode sticker on your modem/router.
   Do you have a custom Wi-Fi name or password? Our Wi-Fi setting guide for CityCable modems/routers will help you change your Wi-Fi details. If your modem isn't from CityCable, you should be able to find help on the manufacturer's website.
4. If you only lose your Wi-Fi connection in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
5. Do you have multiple devices connected to your Wi-Fi? If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter.
   Devices with a faulty wireless adapter may need to be repaired or replaced.
6. Still can't connect to the Wi-Fi? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.
   If you have a third-party modem/router, please check the manufacturer's website for support or contact the seller for a warranty claim.

• Slow Wi-Fi Speed

If your Wi-Fi's running slow, these steps will help you identify the issue.

1. Stand next to your modem/router and run a speed test.
   Wi-Fi usually has a range of 30 meters indoors, but this can be reduced by walls and other obstacles between your devices and your modem/router.
2. If your Wi-Fi is only slow in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
3. Make sure that the device you're using to run speed tests is the only one connected to your modem/router. Unplug all other devices from your modem/router's Ethernet ports and turn off other devices that are connected to the Wi-Fi.
4. On your one device, close all other apps using the internet, then run a speed test.
5. If your speed has improved on a signal device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.
6. Wi-Fi still slow? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.
   If you have a third-party modem/router, please check the manufacturer's website for support.

• Poor Wi-Fi Signal

Wi-Fi usually has a range of 30 meters indoors, but this range can be reduced by walls and other obstacles between your devices and your modem/router.

1. Make sure your modem/router is in a clear, central location in your home, on a desk or shelf without much clutter.
   Modems/routers should not be placed on the ground shut in cabinets or crowded by other objects.
2. Most modems/routers have two Wi-Fi networks: the newer, faster 5GHz Wi-Fi and the older, slower 2.4GHz Wi-Fi. Switching to 5GHz Wi-Fi can give you better Wi-Fi speeds with less interference from microwaves, monitors and other devices that us 2.4GHz Wi-Fi.
   You will find your default Wi-Fi network name and password printed on your modem/router's barcode sticker. The 5GHz Wi-Fi network usually has '5G' in its name
3. If you have a CityCable modem/router with custom Wi-Fi network name, out CityCable Router Basic Wi-Fi Settings guide will help you get into the Wi-Fi setting and figure out the name of the 5GHz Wi-Fi network.
   If you have a third-party modem/router, please check the manufacturer's website for a guide.
4. If you have a larger home, a standard Wi-Fi signal may not be enough to cover your property. Please consider further options such as:
   - A Wi-Fi extender.
   - A Wireless Mesh Network
   - Ethernet Cabling.

• Wi-Fi Dropouts

If your Wi-Fi connection is having dropouts, it means that your Wi-Fi will lose connection intermittently while devices connected to your modem by Ethernet cable will stay connected. These steps will help you identify the issue.

1. Turn off Wi-Fi devices for at least 60 seconds, then turn them back on again.
   You can use a Restart option if your device has one.
2. Find your Wi-Fi modem and turn off its power outlet for at least 60 seconds.
3. Turn the outlet back on and wait for your modem's Internet light to come on, then see if your Wi-Fi drops out again.
4. When your Wi-Fi drops out, make sure that your laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.
   If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on your modem/router's barcode sticker.
   Do you have a custom Wi-Fi name or password? Our basic Wi-Fi settings guide for CityCable modem/router will help you change your WiFi details. if your modem isn't from CityCable, you should be able to find help on the manufacturer's website.
5. If your Wi-Fi only drops out in certain parts of your home, check out our guide on Poor Wi-Fi Signal.
6. Do you have multiple devices connected to your Wi-Fi? If some devices get Wi-Fi dropouts in the same location while others don't, the device that gets dropouts may have a faulty wireless adapter.
   Devices with a faulty wireless may need to be repaired or replaced.
7. Still can't connect to the Wi-Fi? If you have a CityCable modem/router, please click here to report a fault and we'll help you out.