Troubleshooting WiFi

Troubleshoot your WiFi

If your WiFi isn't working the way it should, you're in the right place.

Choose the problem that best matches what you're seeing.

What seems to be the problem?

My WiFi is slow
My device won't connect to WiFi
My WiFi keeps disconnecting
My WiFi doesn't reach every room
Everything was working before, but now nothing connects

My WiFi is slow

Slow WiFi is often caused by your modem's location, interference from other devices, or too many devices using WiFi at the same time.

Try these steps in order.

Step 1: Restart your modem

Unplug the power cord.
Wait 30 seconds.
Plug it back in.
Wait until the Internet light is solid green before testing your connection again.

Step 2: Move closer to your modem

The farther away you are, the weaker your WiFi signal becomes.

If possible, test your connection while standing in the same room as your modem.

If the connection improves, your WiFi signal may not be reaching every part of your home.

Step 3: Move your modem

For the best WiFi coverage, place your modem:

In a central location
On a shelf or table
Out in the open
Avoid placing it:
- Inside cabinets
- Behind furniture
- Near large metal objects
- On the floor

Step 4: Reduce interference

Some household devices can interfere with WiFi, including:

Microwaves
Baby monitors
Cordless phones
Bluetooth devices

If possible, keep these several feet away from your modem.

Step 5: Too many devices?

If several people are streaming video, gaming, or downloading large files at the same time, your WiFi may slow down.

Pause any large downloads and test again.

My device won't connect

Most connection problems come down to one of three things:

1. Check your WiFi password

Make sure you're entering your WiFi password exactly as shown.
Remember: WiFi passwords are case-sensitive.

2. Make sure you're joining the correct WiFi network

Choose your own Brightspeed WiFi name—not a neighbor's network with a similar name.
You can find your WiFi name on the sticker on your modem.

3. Restart your device

Turn your phone, tablet, computer, or TV off and back on.
Then try connecting again.

Still can't connect?

Try removing the saved WiFi network from your device and connecting again.

Connecting a smart home device?

Some older smart devices only work with a 2.4 GHz WiFi network.

My WiFi keeps disconnecting

If your connection drops on multiple devices, try these steps.

Restart your modem.
Restart the device.
Move closer to the modem.
Check that the modem isn't overheating.
Make sure the modem has plenty of airflow.

If the problem only happens on one device, that device may need a software update.

My WiFi doesn't reach every room

Walls, floors, and large appliances can weaken your WiFi signal.

For better coverage:

Place the modem in a central location.
Keep it out in the open.
Move it higher if possible.

If you still have weak coverage throughout your home, a WiFi extender may help.

Everything stopped working

If none of your devices can connect:

First, check the modem.

Is the Internet light green?

No:

Restart the modem-

Unplug it for 30 seconds.

Plug it back in.

Wait until the Internet light turns solid green.

Yes:

Check for outages https://www.brightspeed.com/outages/