When your internet doesn't work, it's very frustrating. We'll show you the fastest ways to figure out what's wrong and get back online, whether you're connected to Wi-Fi but can't get online or you're having trouble with a wired Ethernet connection.
First,
Confirm that your Orchard Terminal is connected to Wi-Fi.
Toggle Wi-Fi on and off in Settings -> Wi-Fi, and make sure the network you want to connect to says connected. Make sure that the Wi-Fi status indicator is showing up in the top right corner of the status bar.
Pro Tip: Restart your modem, router, and device
Restarting your modem and router should be the first thing you do when encountering an internet signal issue. Don’t skip this step! This is almost always what tech support will ask you to try first, as it often solves the problem.
To restart your equipment, unplug the power cable for 10 seconds and plug it back in. The equipment will take a few minutes to reboot. It’s also a good idea to restart the device you’re using.
Is the problem with your internet signal or your Wi-Fi?
You can differentiate an internet signal issue from a Wi-Fi issue by using the following key troubleshooting steps designed to locate the source of the problem. Internet signal issues have different fixes than Wi-Fi issues—so, it’s important to find out which you’re dealing with to get back online ASAP.
Check the lights on your equipment
Nearly all modems and routers have LED status lights. You may also have a combo unit that is an all-in-one modem/router (also called a gateway). Either way, the LED status lights on your equipment are very helpful for quickly diagnosing network problems.
Check the internet signal light
The light for an internet connection is on your modem and is usually labeled WAN, Internet, or with a globe icon, and you can tell the internet is on if the light (usually white or green) is solid.
If the light is red or not on at all, you have an internet signal problem as your modem isn’t successfully connecting to the internet. If this is you, skip ahead to our internet signal troubleshooting section.
Check the Wi-Fi light
The Wi-Fi light(s) will be on your router or somewhere below the internet connection light if you have a modem/router combo unit. Labels for Wi-Fi lights vary but usually will read “2.4G” and “5G,” “WLAN,” or “Wireless.” These lights should be on and are usually blinking. If the Wi-Fi light(s) are off or red, your router isn’t broadcasting a signal. Skip to the Wi-Fi troubleshooting section to begin troubleshooting.
If the equipment lights aren’t revealing your internet issue, read on for the next steps.
Check for an internet outage
It could be that you’re not the only one whose internet is down. You can find information about internet outages on the website Down Detector, or you can contact your internet service provider (ISP) to investigate.
Pro Tip: If the internet is down in your area, you may be able to use your cell phone as a mobile Wi-Fi hotspot to get online. Take a look at our Wi-Fi hotspot guide for more details.
Wi-Fi without internet access
If you’re connected to your Wi-Fi but still don’t have internet access, there’s probably something wrong with your internet signal. The same is true if you’re unable to access the internet using a wired connection. Try these fixes first.
Restart your modem, router, and device
Restarting your modem and router should be the first thing you do when encountering an internet signal issue. Don’t skip this step! This is almost always what tech support will ask you to try first, as it often solves the problem.
To restart your equipment, unplug the power cable for 10 seconds and plug it back in. The equipment will take a few minutes to reboot. It’s also a good idea to restart the device you’re using.
Check your cables and wires
Wires and cables often become loose or damaged from repeated tension stress. The conduit feeding the internet to your modem is either a coaxial cable (the same used for cable TV), an Ethernet cable, or a phone cable. The best way to troubleshoot cables is to swap them all out, if you have extras.
Otherwise, make sure to connect these cables to both the modem and your wall outlet. Ethernet and phone cables should click when they are fully inserted into a socket. Coaxial cables should be screwed on snugly.
Improve the position of your device and/or router
For router placement, the key factors to consider are distance, elevation, and obstructions. So, when picking a spot for your router, choose somewhere central and elevated relative to your devices. Furthermore, do your best to avoid placing the router near any electronic devices (especially microwaves) or any disruptive surfaces.
Wi-Fi radio waves get weaker the farther they travel. You want to have your device well within your router’s broadcast range. The Wi-Fi signal meter on your device helps you judge the strength of the current Wi-Fi signal.
It’s also important to place the router as high as possible. The router’s signal broadcast isn’t a straight line to your device. The signal shines out like light from a bulb, creating a dome of Wi-Fi. A higher router means a wider broadcast and better coverage of your home.
Certain obstructions and devices can also interfere with Wi-Fi signals. Wi-Fi can easily pass through wood and drywall, but tile, metal, concrete, and especially water are known to interfere with Wi-Fi signals. Microwaves, baby monitors, and cordless phones are also Wi-Fi killers when they’re running.
Confirm Wi-Fi signal strength.
Check other devices (like phones, tablets, or laptops) on your network near where your Orchard Terminal is to make sure you have a strong Wi-Fi signal. If the Wi-Fi signal is strong, the Wi-Fi status indicator in the upper right corner of the status bar should show a full covered icon. You may need to move your Orchard Terminal closer to your router, depending on where your router is.