Troubleshooting internet issues

This guide provides troubleshooting steps for consumer routers, including power and cable checks, LED status meanings, common symptoms with fixes, and advanced settings like DNS and MTU. It advises rebooting devices, verifying connections, adjusting Wi-Fi settings, and when to contact the ISP with relevant information. LED indicators and admin page options may vary by model and ISP firmware.

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Quick checklist

• Power: Confirm power LED is on; try a different outlet.
• Cables: Check WAN/Internet cable is firmly in the WAN port; LAN cables clicked in.
• Restart: Power-cycle router and modem/ONT (off 20–30s, modem first up, then router).
• LEDs: Note LED colors/patterns (steady vs blinking) and the time problems occur.
• Wi‑Fi: Try both 2.4 GHz and 5 GHz SSIDs; test via Ethernet if possible.
• One device vs all: If only one device fails, forget/rejoin network or test another device.

 

Tip: Take a photo of the LEDs and note the time (UTC if possible) before changing anything.

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Front view — indicators & buttons

Front panel — LEDs indicate power, internet, Wi‑Fi bands, LAN activity, USB, and WPS.

 

Back view — ports & switches

Back panel — check power, reset pinhole, WAN from modem/ONT, LAN to devices, USB, and antennas.

 

LED status reference

LED	Off	Solid	Blinking	Action
Power	No power	Normal	Booting/Updating	Check adapter/outlet; wait 2–3 mins after reboot
Internet/WAN	No link	Online	Traffic/Negotiating	Check coax/ONT/modem; verify credentials/VLAN if required
Wi‑Fi 2.4G/5G	Radio off	Enabled	Client activity	Toggle Wi‑Fi; confirm SSID not hidden; test both bands
LAN	No device	Linked	Traffic	Try different cable/port; check device NIC settings
WPS	Inactive	Paired	Pairing in progress	Use only if needed; press router WPS then device within 2 minutes

Note: Exact LED colors/patterns vary by model. See your router’s label or manual.

Common symptoms and fixes

Symptom	Likely Causes	Quick Fixes
No internet on all devices	Modem/ONT offline, bad WAN cable, ISP outage	• Reboot modem/ONT then router (wait for solid modem lights) • Check WAN cable in router’s WAN port • Test ISP status; try direct PC→modem to isolate
Wi‑Fi visible but cannot connect	Wrong password, MAC filtering, DHCP exhausted	• Forget network and rejoin • Check router DHCP range and available leases • Disable MAC filtering temporarily
Internet slow or buffering	Congestion, poor signal, channel interference, ISP plan limit	• Move closer; use 5 GHz for speed, 2.4 GHz for range • Change Wi‑Fi channel/auto; reboot to clear buffers • Test wired speed vs wireless to separate causes
Frequent drops	Overheating, firmware bug, noisy line, loose connector	• Ensure ventilation; stand router upright • Update firmware; replace worn cables/connectors • Set DNS to 1.1.1.1 or 8.8.8.8 temporarily
Only one device affected	Device NIC/driver, captive portal, VPN/DNS settings	• Reboot device; disable VPN • Obtain IP automatically (DHCP); flush DNS • Try another network; update drivers/OS

Step-by-step fixes

Power cycle (safe reboot)

• Unplug router and modem/ONT for 20–30 seconds.
• Plug in modem/ONT; wait until it’s fully online (all expected LEDs solid).
• Plug in router; wait 2–3 minutes for Wi‑Fi to return.

Cable sanity check

• Wall → Modem/ONT → WAN port on router (usually blue).
• Devices/switch → LAN ports 1–4 on router.
• Replace suspect Ethernet with a known-good Cat5e/6 cable.

Wi‑Fi basics

• Use separate SSIDs for 2.4 GHz and 5 GHz to test band differences.
• Change channel: 2.4 GHz (1/6/11), 5 GHz (auto or a clear DFS-free channel).
• Move router high and central; avoid metal, microwaves, thick walls.

Admin page essentials

• Login to router: typically http://192.168.0.1 or http://192.168.1.1
• Check Internet/WAN status: IP obtained? PPPoE credentials correct? VLAN tag needed?
• Update firmware; save and reboot after changes.

Full reset (last resort)

• Hold reset pinhole 10–15 seconds until LEDs flash.
• Reconfigure SSID/password, WAN type (DHCP/PPPoE), and Wi‑Fi settings.

Advanced checks

• DNS: Set to 1.1.1.1 and 8.8.8.8 for testing; revert if ISP requires custom.
• MTU: If PPPoE, try MTU 1492 (or 1480 if fragmentation observed).
• Bridge mode: If using a separate router behind an ISP gateway, enable bridge mode on the gateway or use DMZ.
• Channel width: Use 20/40 MHz on 2.4 GHz; 80 MHz on 5 GHz for throughput (watch interference).
• QoS/SQM: Enable if bufferbloat (high latency under load) is observed.

When to contact your ISP

• Modem/ONT “LOS/Link” light red/off, or no signal from wall.
• Frequent drops at the same time each day (line noise/power issues).
• Provisioning/auth errors after reset or new install.

Info to provide

• Account number, address, and contact phone.
• Timestamps, LED patterns (photos), and whether wired/Wi‑Fi both affected.
• Speed test results (wired vs Wi‑Fi), modem/ONT model, router model and firmware.

This guide covers common consumer routers. LED behaviors and admin options can vary by model and ISP firmware.