Troubleshooting WiFi

Many WiFi connection problems can be solved by following the troubleshooting tips here.

Is it your internet service or your WiFi?

First, determine if the problem is with your internet service or with your wireless signal.

Signs of a slow WiFi connection include:

  • Streaming video keeps buffering 
  • Pages won't load with WiFi connected
  • Low signal strength showing across all devices

If you're not sure whether it's the internet or the WiFi, you can check the speed to the modem. Sign in your modem's settings to check the connection status, or run a speed test, ideally with only one device connected to the modem by Ethernet.

Screenshot from modem GUI showing connection speeds to the modem

Internet connection speed vs. WiFi speed

The speed you get over WiFi is a combination of two parts:

  1. The wired connection speed sent from the network to your modem (over DSL or fiber-optic cables); AND

  2. The wireless connection speed sent from your router (or mesh WiFi system, etc.) to your WiFi devices (over radio signals).

Can't connect to WiFi

 If you're not able to get a device to connect to your WiFi network, try these three things.

1. Refresh WiFi on your modem

Just like rebooting the modem itself, a quick turn off/on can often reset things and fix problems.

2. Check your network name and password

Two common causes of being unable to connect are having the incorrect network or the wrong password. Try these steps:


  • Check to make sure you're using the right password or connecting to the right network. If you haven't customized your WiFi network at all, these will be the ones printed on your modem label. Note that these credentials are different from the admin username and password.

  • If you did change your wireless name and password and have forgotten them, you can look them up in the modem settings.

  • Try using the WPS button to connect certain devices without a password.

  • Remove (forget) all saved WiFi networks on your device, then try connecting again.

The modem sticker shows you TWO important sets of login credentials. How do you use each one?

SSID and Key/Wireless Password: Used to access and connect to your WiFi network

  • SSID is the name that will show up on your devices in the list of wireless networks (may have two for dual-band modem/routers) 
  • Key/Wireless Password is the password you will enter on your devices to connect securely to your network
  • These default settings can also be customized in the modem settings or through the app

Admin Username and Admin Password: Used to log in to your modem settings portal

  • Access secure settings such as firmware updates, WiFi security, schedules, and more
  • When connected to your home network, go to to access the portal (also called the GUI)
  • These default settings can also be customized in the modem settings
modem label - login credentials
Modem sticker label showing network name (SSID) and password (key)

Still can't connect?

  • If you get the error on just one or two devices, it may be caused by the device not being compatible with the modem's security type, like WPA. Try updating your device drivers. You can do this by searching for updates on the device, or search online for driver updates for your specific device or operating system.

  • If you updated the drivers for the device but still can't get it to connect to WiFi, try this: set up a 2nd WiFi network with WEP security type.

3. Check your device settings

Do you get a connection error after your device goes to sleep?

If you have problem with your WiFi connection after your device has gone into "hibernate" mode, it could be the power settings. Power saver settings increase battery life by reducing or turning off power to devices like wireless adapters or receivers.


Try changing your power setting to Always On or High Performance. 

Still not getting the WiFi strength you want? 

If you've done everything you can and aren't getting stable WiFi performance throughout your home, adding a WiFi extender may help you increase your coverage. 

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