Troubleshooting Your New Internet Connection

Setting up a new Internet connection can be an exciting time but it’s common to face some issues with it. Problems like slow speeds, connection dropouts or no connection at all can occur even after installation. Understand how to troubleshoot these issues to save time and save yourself the frustration. 

This guide will give you clear instructions to identify and resolve common problems with new Internet connections regardless of whether it is NBN, wireless, mobile broadband or satellite Internet. 

Step 1. Check Your Equipment 

One of the most common reasons for Internet issues is equipment setup. Before contacting your Internet provider, follow these steps to rule out problems with your modem or router. 

1. Verify the Modem/Router is Powered On
   • Make sure your modem or router is plugged into a working power outlet and turned on. Check the power light to make sure it’s receiving power. 
2. Inspect the Connections 
   • For fixed-line broadband, make sure the cables are securely connected to the wall socket and modem. 
   • For wireless Internet, confirm that the modem is positioned correctly, preferably near a window or central place. 
3. Restart Your Modem/Router
   • Turn off the modem or router, wait for 30 seconds and then turn it back on. This simple step can resolve many temporary problems with your Internet connection.

Step 2. Check Your Network Settings 

Sometimes, network settings on your devices can cause connectivity problems. 

• Check Wi-Fi Settings
  • If you’re connecting wirelessly:
    • Make sure Wi-Fi is enabled on your device. 
    • Select the correct network name (SSID) and enter the password if asked.
• Test a Wired Connection 
  • Connect your device directly to the modem using an Ethernet cable. If the wired connection works, the issue may be with your Wi-Fi settings or router placement. 
• Reset Network Settings
  • On your device reset the network settings to clear any incorrect configurations. Also, note that you’ll need to re-enter Wi-Fi passwords after this step. 

Step 3: Check for Service Outages

If your Internet connection isn’t working the problem might be with your service provider rather than the equipment. 

1. Visit the Provider’s Website
   • Most Internet providers have a service status page where you can check for outages in your area. 
2. Contact Customer Support
   • If the website doesn’t mention any outages but your connection is still down, contact your provider’s support team to confirm. 

Step 4: Run Speed Tests

If your connection is working but seems to be slow, running a speed test can help find the problem. 

1. Use a Speed Test 
   • Visit a website like Speedtest.net or your provider’s own tool to check download and upload speeds. 
2. Compare to Your Internet Plan
   • Check the results against the speed mentioned on your plan. If the speeds are significantly slower there may be an issue with your service. 
3. Test at Different Times
   • Run tests at various times of the day to identify if congestion during peak hours is causing slow speeds. 

Step 5: Address Wi-Fi Issues

If the Internet works on some devices but not others or if your Wi-Fi signal is weak the problem might be with your wireless network. 

1. Move the Modem/Router
   • Put the modem in a central location away from thick walls or metal objects that can block the signal. 
2. Reduce Interference 
   • Other electronic devices such as microwaves and cordless phones can interfere with Wi-Fi. Keep your modem away from these. 
3. Update Firmware 
   • Log into your router’s settings and check for firmware updates. Outdated firmware can cause performance issues. 
4. Use a Wi-Fi Extender
   • For bigger homes or areas with weak signals, use a Wi-Fi extender to boost the coverage. 

Step 6: Check your Plan and Data Usage 

If your Internet seems slow or isn’t working, your plan or data allowance might be the problem. 

1. Confirm Your Plan Details 
   • Make sure that your plan provides enough speed and data for your home’s needs. For example, a 25Mbps plan might not be sufficient for multiple people streaming or gaming at the same time. 
2. Monitor Data Usage 
   • Log into your provider’s portal or app to check if you’ve exceeded the data limit. Some plans reduce speeds after reaching the data speed cap. 

Step 7: Check the Physical Infrastructure 

For fixed-line connections like NBN or ADSL, issues with the infrastructure can affect your Internet performance. 

1. Check Wall Sockets
   • Check the wall socket for damage. Loose connections or corrosion can interfere with the signal. 
2. Inspect External Lines
   • If you suspect an issue with the phone line or fibre connection outside your home, contact your provider. Do not try to fix external lines by yourself. 

Step 8: Troubleshoot Provider-Specific Issues

Different types of Internet connections have different troubleshooting steps. 

1. Fibre or NBN Issues
   • Check the lights on your NBN connection box. If the power or signal light is off, there may be a network issue. 
   • Confirm that your provider has activated the service for your address. 
2. Wireless Broadband Issues
   • Make sure the modem is placed near a window for better signal reception.
   • Check the signal strength indicator on the modem. If it’s weak try moving the device to a different location.
3. Satellite Internet Issues
   • Verify that the satellite dish is properly aligned and free from obstructions like trees or debris. 
   • Check for bad weather which temporarily disrupts satellite signals. 

Step 9: Contact Technical Support 

If you’ve tried all the steps above and your Internet still isn’t working, it may be time to call your provider’s technical support team. 

• Be prepared 
  • Before calling, get the following information: 
  • Your account details.
  • Description of the problem. 
  • The steps you’ve already taken to troubleshoot. 
• Follow Their Instructions 
  • The support team may guide you through extra troubleshooting steps or they might set up a technician visit if it’s needed. 

Preventing Future Issues

Once your internet is working, follow these tips to keep a good and stable Internet connection. 

• Check Your Equipment

1. • Check your modem and router often to make sure they’re working properly. 

• Keep Software Updated

1. • Update the firmware on your modem/router and operating systems on your devices.

• Test Your Speed Regularly 

1. • Run speed tests every few months to make sure your Internet speeds are as expected. 

• Know Your Contract Terms

1. • Check the details of your Internet plan, including speed guarantees and data limits. This way you can know what to expect. 

Conclusion

Troubleshooting a new Internet connection doesn’t have to be difficult. By checking your equipment, settings and provider status, you can resolve most issues quickly. For more complex issues, your provider’s support team is there to help. 

Understanding your Internet plan, monitoring data usage and maintaining your equipment will make sure you have a good and reliable connection for your home.