Troubleshoot WiFi issues

Powercycle an internet device

Having issues with your Wi-fi like slow Internet speeds or no connection? Follow these instructions to reboot or restart your router.

Sometimes a router or network device gets into a state that requires you to powercycle (restart) or reset it. Your Network Box or router can run out of memory due to pending download requests slowing down and eventually stopping its system. If you’re having trouble with your Internet connection, you should first powercycle your Wi-Fi router.

Powercycle a network device

The first step to troubleshooting a device should always be to try to powercycle the device before contacting customer support:

1. Unplug its power cord

2. Wait at least 10 seconds

3. Plug the power cord back in to the device

4. Wait 2-3 minutes for the LED to turn on and start blinking

Powercycling generally solves most common issues. If powercycling does not resolve the problem, Contact airlink support.

Troubleshoot other WiFi issues

Stay within range of your Network Box or router. The closer you are, the better your Wi-Fi signal.

In general, position your router near the center of your home for maximum coverage. Keep your router off the floor and out of closets and cabinets. Staying within 100 feet of your router will increase your Wi-Fi speed.

Ensure that walls or other solid objects aren't blocking your Wi-Fi signal.

Wi-Fi networks use a radio signal that can be blocked or weakened by any number of construction materials: cinder block, concrete, metal and even wood and drywall. Be sure to keep the top, sides and front of your Network Box or router clear of walls and obstacles. The Wi-Fi signal is emitted from all directions of the Network Box or router, so make sure the box is out in the open, not inside a cabinet or drawer.

Avoid interference from other Wi-Fi enabled devices like microwave ovens and cordless phones.

Another important factor is that your Wi-Fi device might be using the same radio frequency as other items in your home. Your Wi-Fi connection can run into interference from signals being sent by microwave ovens, cordless phones, baby monitors, garage door openers and other devices.

Connect to your network's 5 GHz Wi-Fi frequency rather than 2.4 GHz.

If you experience interference, consider connecting to your network's 5 GHz signal to improve performance. Signals from neighboring devices can interfere with your Wi-Fi signal. Typically this only occurs on the 2.4 GHz signal because other types of devices, for example, microwaves and baby monitors also use the 2.4 GHz signal.

Check the age of your device.

In most cases, newer wireless devices (computers, phones or tablets) use standards that enable faster Wi-Fi speeds. You'll get the fastest speeds if your device uses an 802.11ac Wave2 standard. If your device uses the 802.11g protocol, it is limited to wireless-G speeds (maximum 54 Mbps).

Avoid WEP security.

If you’ve used advanced settings to enable WEP security on your network, your maximum network speed will be reduced. To get the fastest speeds with network security, use the WPA2 security setting.

Some more advice

Remember, you won't achieve maximum possible Internet speeds by connecting your computer wirelessly. If after you've run a speed test and you're still experiencing slow Wi-Fi speeds, please feel free to reach out to us for help.