Troubleshoot Wi-Fi

Hi, I am Alejandro at Voiceopia, and I am going to teach you how to troubleshoot your WiFi connection.
First, let's establish if your internet is working on any devices on your network. This can be as simple as asking around and/or checking your other devices.
If you find that a device is currently connected to the internet, find out what makes that device different. It may be on a different Wifi network or it is wired instead of wireless.
If you find that wired connections are working but the wireless is not then we can troubleshoot your wireless access point. This is the device that broadcasts the wifi network. Depending on your network setup this could be built-in to the modem, router, or its own unit. Once you are able to find the device broadcasting the WiFi signal we can begin by power cycling it by unplugging it for 15 seconds and then plugging it back in. You will know if you have the correct device if the wireless network disappears on your device. It may take 5-10 seconds for it to disappear on some devices. Once it reappears after power cycling it, let's try it out. If after the power cycle it still does not work we have narrowed it down to the connection from your wired network to the wireless access point. Try changing out the cable connecting the 2 or by resetting the device it is using for its internet connection.
If no devices are working then we can move onto the Router and Modem. The modem is the first device connected to your internet. It generally, will have a coaxial cable going into it or if you are lucky it may have fiber. Let's check the lights on this device. If none of them are lit we can probably guess it is not getting power. If we only have power but the "UP stream" and "Down stream" are either slow blinking or not lit at all this would indicate the internet is out from your ISP. Same thing applies if you only have the "online" light on your modem.
If we have figured out that your modem is getting an internet connection by confirming that the lights are lit up correctly on the modem then we can move onto to the router and/or your internal network. Your router may be a combo unit with wireless built-in or it may just be a router. We will use the same process to confirm it is working by checking the indicator lights. If you are unsure if the device is working, feel free to power cycle it by unplugging and waiting 15 seconds before plugging it back in.
If at this point you still do not have internet on your devices and you have checked the modem and router. You may try power cycling any additional hardware on your network, like a switch.
We have now tried all methods available to us to try and figure out the situation. Let's get the pros involved.
If you narrowed it down to the modem give your ISP a shout. If you have narrowed it down to your router or additional hardware give your MSP a shout.
If you ever have any questions or comments, give us a call or text at 423-509-8000 or send us an email at We are more than willing to answer any questions you might have.


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