There are few things more annoying than when your internet goes down. Before you throw your modem out the window, take a deep breath! We’ve put together the ultimate internet troubleshooting checklist. These steps tend to resolve most common internet connection problems, getting you back online quickly and easily.
Try a Different Device
The first step is isolating the problem. Is your phone, tablet, or another laptop working? Make sure they’re actually connected to the same WiFi network as the problematic device though, and be aware many phones will automatically use Mobile Data (even when WiFi is connected) if the connection is not sufficient.
If it is only this one device, a simple reboot is usually all it takes! Turn your device off completely, wait one minute, and turn it back on.
Someone Hogging Bandwidth?
Check around your house and see if anyone is streaming video, downloading a huge file, update or gaming. High-demand activities can slow everyone down. Try asking others to pause their activity briefly to see if your connection speeds up. Sometimes it’s best to turn the other devices off completely, in case there is a virus or background task using up all the bandwidth, without you knowing.
Power Cycling Your Equipment
This is the most crucial fix and should be done systematically. Just like your computer, your modem and router can get bogged down. A full restart clears their internal memory and forces a fresh connection with your Internet Service Provider (ISP).
- Unplug Everything: Turn off and unplug the devices from your wall, including your router or modem, range extender/s, and the Fibre ONT unit (usually stuck to the wall).
- Wait: Crucially, wait a full 60 seconds to ensure all residual power is drained and the memory is completely cleared.
- Reconnect your Modem (or ONT unit first) and turn on: Wait until its lights are stable (usually solid green/white). This can take up to two minutes.
- Reconnect and turn on each subsequent device, one by one: Once your ONT has started then start the next device such as the router or modem, then any range extenders.
- Wait: Wait at least 5-10 minutes for all your devices to connect again and gain connectivity with your ISP, then try using the internet again.
Check Lights and Connections
If a restart didn’t work, it’s time for a physical inspection.
- Wiggle and Check Cables: Make sure all Ethernet cables (the chunky ones) are securely clicked into the correct ports. Check for signs of damage or wear.
- Decode the Lights: Look at your modem and router.
- Power light should be solid.
- Internet/WAN/DSL/Fibre light should be green, blue or white (not red).
- A blinking or red light on the ONT or Modem often means the issue is outside your home.
- Low WiFi Signal? Maybe your Modem needs to be moved. It’s best to have your modem centrally located, off the floor, and away from thick walls, metal objects, and microwave ovens. Moving it even a few meters closer to your device can dramatically boost your Wi-Fi range.
- Using Mobile Broadband? Ensure your Mobile Broadband modem has good reception. Often placing them near a Window works best. (This is especially important for Mobile-based connections)
Check with your ISP
If all your equipment is powered up and appears that it should be working correctly, no changes have been made recently, then the fault is often likely with your Internet Service Provider or the lines that come to your property.
- Check for Local Outages: Use a mobile phone (via mobile data, not WiFi) to check with your internet provider such as Spark, Vodafone / One, Slingshot via their website or social media page. They usually have a status page or an automated message about local internet outages (like those caused by weather or maintenance).
- Call Them Up: If no outage is listed, it’s time to call. They can perform a “line test” to your property, which is the quickest way to confirm if the connection is failing before it reaches your modem.
Advanced Fixes
These steps are usually reserved for when the connection is slow or intermittently dropping, but worth trying even if your internet is down. If your Internet Provider says everything is okay on their side, it’s best to check these before calling in a technician.
- Check for Malware: Run a quick scan with your antivirus software. Sometimes, a malicious program can secretly use up all your internet bandwidth.
- Clear Your DNS Cache: This is a simple, non-destructive fix that can sometimes resolve weird browsing issues. See the video below for how to do this…
Sometimes, a problem with a neighbourhood junction box or an ISP-level fault takes time to be acknowledged and fixed. If you’ve tried everything, giving it until the next morning is a good final step.
If you’re seeing persistent, unique issues even after all these steps, it might be a deeper hardware problem like a dying modem, a faulty Wi-Fi, or even bad router firmware. You may need to look into a replacement modem to resolve your issue, most ISP’s will be able to supply one at a low cost.