If you’ve found your wireless network is on the blink, get it back in order by going through this troubleshooting guide. It’ll run you through a number of fixes that can solve most problems.
If it’s not broken, but maybe it's not running as sweetly as you want, please see the guide getting the most out of your wireless network here.
STEP 1: REBOOT YOUR MODEM
Often when the internet appears to be broken, a simple restart of the modem can solve the problem quickly and with minimal fuss. So, before proceeding to any further steps, always try a modem reboot.
- Turn the modem off at the wall
- Leave it off for 2 minutes
- Turn the modem back on at the wall
The modem will take a few minutes to start back up and re-establish the connection. If this has solved the problem, then you’re free to surf on! If the problem persists, continue to step 2.
STEP 2: A FEW THINGS TO CHECK FIRST
Please double check if any of the below items apply to you. These can commonly cause what seems like a wireless network fault, but in actual fact the issue can lie with one or more of these sneaky items.
- Make sure the wireless light on your modem is on. If it's off check your modem to make sure the wireless button has been pressed.
- Using a laptop? A lot of laptops will have a switch which needs to be turned on for a wireless connection to work. The switch is often a light or a button. Make sure you’ve turned this switch to ‘On’ before proceeding with any troubleshooting.
- Using a plug-in wireless network card or USB dongle? There is a misperception that these plugin devices work better than your laptop’s inbuilt wireless hardware. If you’re using one of these devices, try using the inbuilt wireless to see if the problem persists.
- Console users: there is a known issue with MTU settings (see Google for details and instructions on how to change these settings in your console)
• The PS3/4 will probably not work if the MTU is 1500.
• For both the Xbox 360/Xbox One and PS3/4, the MTU needs to be set to either 1364, and if that’s not working, try 1492.
• If you’re a PS3/4 user and having trouble doing an update, these are better done when connected via network cable, as sometimes these updates run very slowly over wireless. - Windows XP users: Windows XP service pack 2 (SP2) won’t do WPA2 encryption which is the default on many new routers/modems. This means your computer will be unable to connect wirelessly. If you want to use WPA2 encryption you will need to update to SP3 to fix this.
To find out what version of Windows XP you are using, open the Start Menu -> right click My Computer -> click ‘About’. A dialogue box will show which version of Windows XP you are using.
The next step in troubleshooting your wireless connection is to make sure that the problem is in fact a wireless network issue. Follow these steps below to check your internet connection is actually active.
- Plug your computer or laptop into the modem using an Ethernet cable, and check all other connections.
- After connecting, wait a minute or two for the wired connection to be established, then open your web browser and visit a web page such as google.co.nz
If you are able to surf the web as normal, then we’ve established that there is probably a problem with the wireless connection. Stay plugged in, and proceed to the next step.
If your browser is unable to surf the web as per normal, then that means your internet connection is down. Visit the broadband troubleshooting guide to find out how to fix your internet connection.
STEP 3: TEST ANOTHER DEVICE
If you have another wireless capable device available, such as a tablet, smartphone or laptop, try connecting to the network using that.
If the new device is able to work just fine, then the one that’s not working might have a problem in itself.
To find a solution for your device, try a Google search to see if there are any known issues with your device. Your device's manufacturer should also be able to provide support
If you don’t have another device to check with, or the problem is related to all devices, carry on to the next step.
Follow the heading (4A or 4B) that best describes the problems you are experiencing. If you're not sure, follow the instructions contained in Step 4A: I can't find or connect to my wireless network.
STEP 4A: I CAN'T FIND OR CONNECT TO MY WIRELESS NETWORK
Step 1:
Always make sure you have wireless enabled on the device you’re trying to connect with – you might’ve bumped a button, swiped a setting or flicked a switch that turned it off, so it’s worth checking first.
Step 2:
Make sure your computer is still connected to the modem via the Ethernet cable, and click on the name of the modem you own for the next steps.
Is your modem not listed? In that case consult your user’s manual and follow the steps for enabling wireless, changing SSID (network name), changing passphrase/password/network key, and changing wireless channel or frequency.
NF18AC
- In a web browser go to the address – 192.168.1.1
- When prompted, log into the router – the default password is the last 6 digits of the modem's MAC address (which will be on a sticker on the underside of the modem).
- From the left hand menu, select Wireless, 2.4GHz, and then Basic.
- Ensure that the Enable Wireless option is checked.
- Under the SSID field, enter the name that you would like for your wireless network. Give it a recognisable name so you can easily identify it.
- Click Apply/Save, and then select Security from the left hand menu.
- Under the WPA/WAPI passphrase field, enter in the new Wireless password that you would like for your network. For security purposes, pick a password that's easy to remember but hard to guess.
- Ensure wireless Network authentication is set to WPA2 - PSK, and the WPA/WAPI encryption to TKIP+AES.
- Click Apply/Save at the bottom of the page, and then log out.
- Repeat steps 3-9 for the 5GHz option. Ensure that the SSID and Passphrase are the same as the ones you set for the 2.4GHz option.
Important: If you have not entered a new SSID, but you have changed your pre-shared key, then you will need to ‘forget’ the network on your device, then re-connect. When you re-connect, your device will ask you to enter the new password you have selected.
You should now be able to disconnect the Ethernet cable and connect to your wireless network. If these steps have failed to solve your problem, please contact us at https://www.orcon.net.nz/contact.
Orcon Genius and Orcon Wireless Modem
- In a web browser go to the address – 10.1.1.1
- When prompted, log into the router – the default password is admin.
- Click on the Set up my wireless tab across the top.
- Ensure that Enable or Disable Wireless function is Enabled.
- Under Wireless Network make sure Enable primary SSID is ticked. The SSID is the name of your network that your devices can see, so give your network a name you can remember and recognise
- Under Security Options make sure Primary SSID is selected from the drop down menu.
- Below the drop down menu, select the method you would like to use to secure your network. WPA2-PSK/WPA-PSK are the most secure. Most new machines should support this method; however all tend to support WEP if your devices are older or you're unsure if they're compatible with WPA2.
- Choose a Pre-Shared Key – This is the password you will enter to connect to your router.
- Change the Channel to 11, and the Bandwidth to 20Mhz. Other channels you can try are 6 and 1.
- Click save settings in the top right hand corner, and then log out.
Important: If you have not entered a new SSID, but you have changed your pre-shared key, then you will need to ‘forget’ the network on your device, then re-connect. When you re-connect, your device will ask you to enter the new password you have selected.
You should now be able to disconnect the Ethernet cable and connect to your wireless network. If these steps have failed to solve your problem, please contact us at https://www.orcon.net.nz/contact
Orcon Genius White Modem
- In a web browser go to the address – 192.168.20.1
- When prompted, log into the router – the default password admin.
- From the left hand menu, select Wireless and then Basic.
- Ensure that the Enable Wireless option is checked.
- Under the SSID field, enter the name that you would like for your wireless network. Give it a recognisable name so you can easily identify it.
- Click Apply/Save, and then select Security from the left hand menu.
- Under the WPA/WAPI passphrase field, enter in the new Wireless password that you would like for your network. For security purposes, pick a password that's easy to remember but hard to guess.
- Ensure wireless Network authentication is set to WPA2 - PSK, and the WPA/WAPI encryption to TKIP+AES.
- Click Apply/Save at the bottom of the page, and then log out.
Important: If you have not entered a new SSID, but you have changed your pre-shared key, then you will need to ‘forget’ the network on your device, then re-connect. When you re-connect, your device will ask you to enter the new password you have selected.
You should now be able to disconnect the Ethernet cable and connect to your wireless network. If these steps have failed to solve your problem, please contact us at https://www.orcon.net.nz/contact.
Netcomm NF4V
- In a web browser go to 192.168.1.1 and enter admin as the username and admin as the password (note: if admin as the password doesn't work then enter the last 6 digits of your modem's MAC address which will be on a sticker on the underside of the modem).
- From the left hand menu, select Wireless and then Basic.
- Ensure that the Enable Wireless option is checked.
- Under the SSID field, enter the name that you would like for your wireless network. Give it a recognisable name so you can easily identify it.
- Click Apply/Save, and then select Security from the left hand menu.
- Under the "Manual AP" section there will be a drop down box next to "Network Authentication". Make sure that WPA2-PSK is selected.
- Under the WPA/WAPI passphrase field, enter in the new Wireless password that you would like for your network. For security purposes, pick a password that's easy to remember but hard to guess.
- Click Apply/Save at the bottom of the page, and then log out.
Important: If you have not entered a new SSID, but you have changed your pre-shared key, then you will need to ‘forget’ the network on your device, then re-connect. When you re-connect, your device will ask you to enter the new password you have selected.
You should now be able to disconnect the Ethernet cable and connect to your wireless network. If these steps have failed to solve your problem, please contact us at https://www.orcon.net.nz/contact.
FRITZBOX 7490
- Open your web browser and enter 192.168.178.1. Enter admin as the username and admin as the password. (note: if admin as the password doesn't work then enter the last 6 digits of your modem's MAC address which will be on a sticker on the underside of the modem).
- From the left hand menu, select WLAN. Then go to Radio Network.
- Ensure that the Wireless Radio Network enabled is ticked. Do this for both 2.4 Ghz and 5-GHz Frequency Band.
- Under the SSID field, enter the name that you would like for your wireless network. Give it a recognisable name so you can easily identify it.
- Scroll down and click on "Apply" for changes to be saved.
- Under Security, make sure in Encryption tab, WPA Encryption is selected.
- Under the WPA mode, select WPA + WPA2. Enter in the new Wireless password that you would like for your network under the Network key. For security purposes, pick a password that's easy to remember but hard to guess.
- Scroll down and click on "Apply" for changes to be saved.
You should now be able to disconnect the Ethernet cable and connect to your wireless network using the pre-shared key you have just selected.
Important: If you have not entered a new SSID, but you have changed your pre-shared key, then you will need to ‘forget’ the network on your device, then re-connect. When you re-connect, your device will ask you to enter the new password you have selected.
If these steps have not resolved your issue, please contact us at https://www.orcon.net.nz/contact.
STEP 4B: FREQUENT DISCONNECTIONS / SLOW WIRELESS PERFORMANCE / WEAK OR NO SIGNAL
Disruptions to your wireless network can come from all sorts of things, including your appliances, the house, your neighbours’ internet, and rogue children.
Step 1: Consider the placement of your router and the location of your devices.
The downside to having a wireless network is that the more walls, floors, appliances and obstructions between your device and the router, the weaker the signal strength will be.
A few things to consider when choosing where to place your router (ideally in a central location in the house)
Step 2: Conduct an isolation test
This determines whether or not one of the other devices in your house or the house’s wiring is causing the connection problems. Creeping behind the TV cabinet or going near the old fax is nobody’s idea of a good time, but it can make all the difference for your internet.
Click here for instructions on how to conduct an isolation test
Step 3: Change your wireless channel and/or frequency
This step will help your wireless network to out-smart the other wireless devices and networks that are hanging around. All these networks are fighting each other for space in the wireless world, and can result in drastically reduced performance or disconnections.
Click here for instructions on how to change your modem’s wireless channel and/or frequency
STEP 5: FINISH
If you've successfully managed to follow the steps contained in this guide, but your wireless network still isn't behaving as it should, then please contact us at https://www.orcon.net.nz/contact.
Be sure to note down all the steps you've already followed, and anything interesting you might have noticed.