Some (but not all) of my devices cannot connect to Wi-Fi. How do I fix this?
Make sure Wi-Fi is activated on your device
Your device may have a hardware or software Wi-Fi switch.
The placement of the software switch can vary from one device to another. Here are two examples:
Computer: Network and Wi-Fi settings → Wi-Fi
Smartphone: Settings → Connections → Wi-Fi
Placement of the hardware switch can vary from one device to another. Here are two examples:
- An on/off button on the front or side of your laptop
- A combination of keys, for example: Function and F2
Make sure airplane and offline mode are deactivated on your device
If airplane mode or offline mode is activated, your device will not connect to any Wi-Fi networks, nor will it connect via Bluetooth.
The process of turning off airplane mode or offline mode will vary depending on your phone. Here are two examples:
Computer: Settings → Networks and Internet → Airplane mode
Android: Setting → Connections → Offline mode
iPhone: Settings → Airplane mode
Make sure that you are trying to connect to the same network that is being used by your other device
The default username (Default Wi-Fi network) and corresponding password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.
Find your network’s name in the list of networks that your device displays. The process of accessing this list may vary from device to device. Here are two examples:
Computer: Network and internet parameters → Wi-Fi
Smartphone: Settings → Connections → Wi-Fi
You may need to completely disconnect your device from the Wi-Fi network using an option such as “Forget this network”.
If the band steering function on your Wi-Fi modem is turned off, in most cases it’s preferable to manually select the 5GHz Wi-Fi frequency band.
Restart your device
Completely turn off your device and wait ten (10) seconds before starting it.
Following its startup cycle, the device must authenticate again to the Wi-Fi network.
Temporarily disable your security software or application
Your device may be running a software or security application.
To test your connection to the Internet, temporarily disable this software or application.
The process of disabling software and apps may vary from one device to another. Here are some examples:
To uninstall security software on a PC:
- Choose the security application you wish to uninstall
To uninstall Windows Defender:
- Open the Start menu
- Updates and security
- Windows Defender
- Virus & threat protection
- Virus & threat protection settings
- Toggle off Real-time protection
To disable the Firewall on a Mac:
- Click on the apple
- System preferences
- Security & privacy
- Click Firewall off
Restart your Wi-Fi modem
- Unplug the power cable on your Wi-Fi modem.
- Make sure all the lights on the modem are off once you have unplugged it.
- Wait ten (10) seconds.
- Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network.
It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button.
Make sure the issue is not caused by a recent change
See if the malfunctioning Wi-Fi network is caused by one of the two (2) types of following changes.
A change to your Wi-Fi modem’s settings:
- Changes to the password, network name, etc.
- Changes to the channel, ports, IP parameters or DHCP, etc.
- Changed parental controls, encryption, etc.
A change in your home:
- Changes to your outlet configuration
- New heated floors, bricks, aluminum, etc.
- New wireless devices, surveillance cameras, etc.
- New furniture, mirrors, etc.
Restoring your Wi-Fi modem to its factory settings may be an easy way to resolve this issue.
Restore your Wi-Fi modem to its factory settings
This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.).
Using a small, sharp object, press the modem’s reset button for 10 seconds.
Once your modem has restarted, follow the same instructions you used when you initially installed it.
The default username (Default Wi-Fi network) and password (Default key) for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem.